• Genesys Cloud CX 1Genesys Cloud CX 2Genesys Cloud CX 2 DigitalGenesys Cloud CX 3 or Genesys Cloud CX 3 Digital

Genesys AI is a collection of products that bring together multiple artificial intelligence (AI) disciplines in a single platform to personalize, refine, and establish advanced customer and employee experiences. For more information, see Genesys AI. Your organization can consume Genesys AI Experience tokens as you use Genesys AI, and the tokens are designed for flexibility to adapt to your changing business needs. The quantity of tokens consumed appears on your invoice. 

Order Genesys AI Experience

New customers have access to Genesys AI and the AI Experience tokens by default. For existing customers, order tokens via AppFoundry or speak with your Genesys representative. If you currently have the deprecated AI Experience Bundle or deprecated discrete Genesys AI products, Genesys will remove these products upon your renewal. To move to the AI Experience tokens sooner, contact your Genesys representative. 

Provisioned Genesys AI Experience products

The Genesys AI products that are available to each org depend on the base license type. This table describes provisioned Genesys AI products.

AI product Genesys Cloud CX 1 Genesys Cloud CX 1 Digital Add-on II Genesys Cloud CX 2 Genesys Cloud CX 2 Digital Genesys Cloud CX 3 Genesys Cloud CX 3 Digital
Predictive Engagement
Predictive routing
Bots (Voice)
Bots (Digital)
Agent Assist (Digital)
Agent Assist (Omni)

Genesys AI Experience metering details

This table describes the Genesys AI product’s raw meter and how many tokens are consumed. 

AI product Units per token
Predictive Engagement 4000 events
Predictive routing 17 routes
Bots (Voice) 17 minutes
Bots (Digital) 51 sessions
Agent Assist (Digital) [named] One seat requires 15 tokens
Agent Assist (Omni) [named] One seat requires 25 tokens
Agent Assist (Digital) [concurrent] One seat requires 22 tokens
Agent Assist (Omni) [concurrent] One seat requires 37 tokens

Free token allocation

Each Genesys Cloud organization gets a free allocation of tokens every month. This table describes token allocation. 

Free tokens allocated per month
For each named org 250 tokens
For each concurrent org 350 tokens

Token pricing

If you have questions about pricing, contact your Genesys representative.  



1.00 1.10 1.30 0.800 0.700 120 1.40 4.0 14.2
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Article published.