Genesys Cloud AI Experience tokens metering and pricing
- 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.
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. |
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 |
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. |