Genesys Cloud AI Experience tokens metering and pricing

Deprecation and end of sale of Agent Assist via AI tokens: After 28 April 2025, Genesys Cloud customers will no longer be able to use Genesys Agent Assist on organizations that are opted into AI tokens.

Prerequisites

Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital license

Genesys Cloud 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 Cloud AI. Your organization can consume Genesys Cloud AI Experience tokens as you use Genesys Cloud AI, and the tokens are designed for flexibility to adapt to your changing business needs. The quantity of tokens consumed appears on your invoice. These tokens renew each month and do not carry over to future months.

Order Genesys Cloud AI Experience

New customers have access to Genesys Cloud AI and the Genesys Cloud 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 Cloud AI products, Genesys will remove these products upon your renewal. To move to the AI Experience tokens sooner, contact your Genesys representative.

Provisioned Genesys Cloud AI Experience products

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

Genesys Cloud 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)	✓	✓	✓	✓	✓	✓
Agent Copilot	✓	✓	✓	✓	✓	✓
Virtual Agent*	✓	✓	✓	✓	✓	✓

Genesys Cloud AI Experience metering details

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

Note: If your Genesys Cloud subscription uses tokens for AI consumption, 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 and the organization is billed accordingly. For more information, see Agent Assist token consumption guidance.

Genesys Cloud product	Units per token
Predictive Engagement	4000 events
Predictive routing	17 routes. One token is consumed for every 17 interactions routed with predictive routing. For more information, see Predictive routing overview.
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
Agent Copilot [named]	One seat requires 40 tokens
Agent Copilot [concurrent]	One seat requires 60 tokens
Virtual Agent	2 sessions per token* Note: Genesys will not charge tokens for your use of Virtual Agent until December 16, 2024. On December 15, 2024, Genesys will charge one token for every two sessions.

* Sessions explained

A single session is contained by a single billingID. A billingID represents a single session on any channel of any length. A single session is delimited by end session events. A single billingID can contain multiple end session events.

The following actions trigger end session events:

Exit action in flow (return calling flow)
Disconnect action in the flow
Disconnect when the participant hangs up phone
Disconnect via a Transfer to ACD action
Exit or disconnect handling for an unexpected error
Exit or disconnect handing for a recognition failure (continuous no matches or no inputs)
Exit or disconnect handling for Max No Input override (if set, overrides recognition failure settings)
Exit handling for agent escalation
Digital expiry after inactivity (72 hour async timeout)

When Genesys Cloud transfers interactions between inbound flows and Virtual Agent flows, the same billingID remains. When an action triggers an end session event and transfers no longer occur, then Genesys Cloud closes the billingID.

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. 

Charge type	USD	CAD	AUD	EUR	GBP	YEN	NZD	BRL	ZAR
Month-to-month	1.00	1.10	1.30	0.800	0.700	120	1.40	4.0	14.2

Revision history

Modified date (YYYY-MM-DD)	Revision
2024-09-17	Add link to Agent Assist token consumption guidance article.
2024-08-10	Updated branding from Genesys AI to Genesys Cloud AI.
2024-04-10	Article published.