Prerequisites
  • Genesys Cloud CX AI Experience, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital licenses
  • Billing > All permission
  • Billing > Subscription > Add permission
  • Billing > Subscription > View permission

Note: This article refers to rates for customer contracts under the “per invocation rate” structure. These rates will continue until you renew your contract. For pricing rates per turn/minute, see AI Experience tokens metering and pricing.

Upgrade your subscription to include more artificial intelligence (AI) experiences. Genesys offers upgrades that allow you to access combined AI experiences included in Genesys Cloud CX 2 and Genesys Cloud CX 3. These bundles include access to Dialog Engine Bot Flows, Digital Bot Flows, Predictive Engagement, predictive routing, knowledge workbench, and support center:

  • Genesys Cloud CX AI Experience for Digital
  • Genesys Cloud CX AI Experience 

In addition to the AI experience add-ons, you can purchase Genesys native AI products à la carte.

Genesys Cloud CX AI Experience for Digital 

The Genesys Cloud CX AI Experience for Digital for named agents, includes the following features:

  • 1,000 digital bot sessions for bots that you author through Digital Bot Flows
  • 20,000 Predictive Engagement events
  • 1,000 predictive routing interactions
  • Unlimited use of the knowledge workbench
  • Unlimited use of the support center
  • Agent Assist

The Genesys Cloud CX AI Experience for Digital for concurrent agents, includes the following features:

  • 1,300 digital bot sessions for bots that you author through Digital Bot Flows
  • 1,300 voice minutes for bots that you author through Genesys Dialog Engine Bot Flows
  • 26,000 Predictive Engagement events
  • 1,300 predictive routing interactions
  • Unlimited use of the knowledge workbench
  • Unlimited use of the support center
  • Agent Assist
Note: The Genesys Cloud CX AI Experience for Digital does not include any third-party AI applications.

Genesys Cloud CX AI Experience 

The Genesys Cloud CX AI Experience includes the following features:

  • 1,000 digital bot sessions for bots that you author through Digital Bot flows
  • 20,000 Predictive Engagement events
  • 1,000 predictive routing interactions
  • Unlimited use of the knowledge workbench
  • Unlimited use of the support center
  • 1,000 voice minutes for bots that you author through Genesys Dialog Engine Bot Flows
  • Agent Assist
Note: The Genesys Cloud CX AI Experience does not include any third-party AI applications.

Add a Genesys Cloud CX AI Experience to your subscription

To upgrade to new AI experiences, first apply the capabilities to your organization through a subscription upgrade, then assign the upgrade to the users who handle the new AI functionality. Existing Genesys direct customers can add the Genesys Cloud CX AI Experience for Digital or Genesys Cloud CX AI Experience add-on in the Genesys Add Ons area.

Note: If you are a Genesys Cloud partner or partner customer, click Genesys Add Ons to prompt you to contact your sales representative.

To add a Genesys Cloud CX AI Experience to your subscription, perform these steps:

  1. Click Admin.
  2. Under Account settings, click Genesys Add Ons. The Genesys Add Ons page appears. 
  3. In the Genesys Cloud CX AI Experience for Digital tile or the Genesys Cloud CX AI Experience tile, click Activate. The Activate dialog box appears.
  4. Select the I accept the Genesys Terms of Service check box.
  5. Click Activate.

    While Genesys Cloud sets up your service and updates your billing, a progress spinner appears. When the process completes, your new services are ready to apply to users. For more information, see Assign roles, divisions, licenses, and add-ons.

    Genesys Cloud AI Experience pricing

    This table displays the annual pre-paid pricing for the Genesys Cloud AI experiences. Genesys bills at aggregate price, regardless of the number of agent seats that you purchase.

    Charge Type USD CAD AUD NZD GBP EUR BRL YEN ZAR
    Genesys Cloud CX AI Experience for Digital (per agent) 40.00  44.00 52.00 56.00 28.00 32.00 160.00 4800.00 568.00
    Genesys Cloud CX AI Experience (per agent) 60.00  66.00 78.00 84.00 42.00 48.00 240.00 7200.00 852.00

    For more information about volume discounts, contact your designated Customer Success Manager.

    Modified date
    (YYYY-MM-DD)
    Revision
    2024-03-19

    Updated to clarify aggregate pricing.

    2023-02-22

    Updated license names per current naming conventions, excluding Revision history.

    2022-09-22

    Article posted.