Genesys Agent Assist availability in Genesys Cloud licenses
Genesys Agent Assist is available on Genesys Cloud CX and is also included in the CX agent workspace and the CX digital agent workspace.
Genesys Native Agent Assist packaging
This table summarizes the packaging and availability of Genesys Agent Assist.
Note: Genesys Agent Assist is currently supported only in English language for outbound conversations.
|
Voice/ Digital + Voice (Omni) |
Digital only | Digital + Voice (Omni) | ||||
|---|---|---|---|---|---|---|
| Capability | Explanation | Genesys Cloud CX 1 | Genesys Cloud CX 2 Digital | Genesys Cloud CX 3 Digital | Genesys Cloud CX 2 | Genesys Cloud CX 3 |
|
Genesys Knowledge (supporting capability) |
Allows for agents to search manually knowledge during an interaction, and access canned responses from the Agent Assist panel. | Enabled through Agent Assist Omni SKU | Included | Included | Included | Included |
| Manual search | Enabled through Agent Assist Omni SKU | Included | Included | Included | Included | |
| Canned responses | Not available | Included | Included | Included | Included | |
| Automatic knowledge | Allows for the automated retrieval of knowledge during a conversation. | Enabled through Agent Assist Omni SKU | Enabled through Agent Assist SKU | Enabled through Agent Assist SKU | Enabled through Agent Assist SKU | Enabled through Agent Assist SKU |
| Real-time transcription* | Transcribes the voice conversation. | Enabled through Agent Assist Omni SKU | Not available | Not available | Enabled through Agent Assist SKU | Enabled through Agent Assist SKU |
| Automatic summarization** | Summarizes the interaction for the agent. | Enabled through Agent Assist Omni SKU | Enabled through Agent Assist SKU | Enabled through Agent Assist SKU | Enabled through Agent Assist SKU | Enabled through Agent Assist SKU |
* Extended Voice Transcription (EVTS) is only available if you have purchased EVTS.
**In the case of BYOC Premises, Genesys Agent Assist for Voice is not available. Because BYOC Premises voice transcription occurs after the recording completes and uploads, real-time summarization, knowledge surfacing, and transcription is not possible, .
Supported languages
For more information, see Genesys Cloud supported languages.
