About Genesys Agent Assist

When an agent interacts with a customer, Genesys Agent Assist offers agents potential answers to customer questions. Genesys Agent Assist uses the assigned knowledge bases to provide responses to customer inquiries. Agents can surface knowledge automatically, or manually search the knowledge base for responses.

Deprecation and end of sale of Agent Assist via AI tokens: On June 9, 2025, Genesys Cloud ended support for Genesys Agent Assist through AI Experience Tokens.

Genesys Agent Assist availability and pricing

Get to know the availability of Genesys Agent Assist in Genesys Cloud licenses and familiarize yourself with pricing details.

Set up Genesys Agent Assist

Familiarize yourself with the process with the help of the quick start guide. Learn the prerequisites, and how to set up Genesys Agent Assist.

Use Genesys Agent Assist

Read about the help options Genesys Agent Assist offers agents during live sessions.

Genesys Agent Assist analytics

Inspect knowledge base activities, automatic and manual queries, and analyze performance.