Genesys Cloud
Deprecation: Deprecation and end of sale of Agent Assist via AI tokens

On April 28, 2025, Genesys Cloud customers can no longer use Genesys Agent Assist on organizations that are opted into AI tokens. Genesys Cloud focuses its AI-powered agent assistance on one product, Agent Copilot. As a result, a decision has been made to End of Sale and deprecate Genesys Agent Assist via AI tokens. Genesys Cloud encourages customers who use or plan to use Genesys Agent Assist via AI tokens to review Agent Copilot. Agent Copilot includes all Agent Assist capabilities and brings more enhanced summarizations, wrap up code predictions and NLU-based next best action for agents.

FAQs

Am I affected?

You are only affected if you use the Genesys Agent Assist.

If your organization uses Genesys Agent Assist via AI tokens, and wants to continue to use similar services, the organization must migrate to Agent Copilot. If the organization takes no action, then Agent Assist will stop functioning for agents, and Genesys Cloud revokes admin access for Genesys Agent Assist settings at the deprecation date.

How can I prepare for this deprecation?

Reach out to your customer success manager to discuss moving to Agent Copilot.

What if I need help or have questions?

Contact My Support.