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.
The following SKUs are available for Genesys Agent Assist as an add-on:
| Product number | SKU |
|---|---|
| GC-170-NV-AANATDIG | Genesys Native Agent Assist Digital |
| GC-170-NV-AANATDIGC | Genesys Native Agent Assist Digital Concurrent |
| GC-170-NV-AANATVOICE | Genesys Native Agent Assist Voice* |
| GC-170-NV-AANATVOICEC | Genesys Native Agent Assist Voice Concurrent* |
*Genesys Native Agent Assist Voice includes enablement for digital. Customers do not need to purchase both SKUs if they are interested in Genesys Agent Assist for both voice and digital.
For more information, contact your Genesys Cloud representative. For pricing, see Genesys Cloud AI Experience tokens metering and pricing.
- When you activate a Genesys Cloud subscription to use tokens for AI consumption, roles in your organization that have Conversation permissions may also automatically upgrade to use Agent Assist Conversation permissions. To avoid unnecessary charges, Genesys recommends that an administrator review all roles with Conversation permissions to ensure that Agent Assist-related permissions are only assigned to roles that intend to use that product. For more information, see Agent Assist token consumption guidance.
- For legacy pricing information, see Genesys Cloud Agent Assist pricing.
Genesys Native Agent Assist packaging
This table summarizes the packaging and availability of Genesys Agent Assist.
|
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.
