Genesys Cloud AI overview

Artificial intelligence (AI) allows you to innovate and easily adapt to shifting demands in the customer and employee experience. With Genesys Cloud’s agentic AI offerings, you can automate repetitive tasks, meet business needs and elevate experiences at every touchpoint. The Genesys Cloud AI-Powered Experience Orchestration platform enables you to collect and analyze data in real time to uncover patterns in customer behavior and predict future behaviors. This platform enables you to gain the competitive advantage now and in the future.

Adopting an AI solution requires careful consideration and visibility into how your vendor’s AI models are trained. Also consider how data is used and secured, your vendor’s stance on AI ethics, and bias detection and prevention.

Genesys Cloud AI is built differently to orchestrate differentiated experiences. Here are the four key differentiators.

  1. Security by design: Designed using strict AI ethics, with data standards that meet the same requirements as your Master Service Agreement (MSA).
  2. Compliant for confidence: Deploy quickly without having to worry about being held back by global, local, or regional regulations.
  3. Contextual and pre-integrated: Draws intelligence from every step and interaction on the platform into customer, agent, and administrator experiences.
  4. Quick time to value: Genesys Cloud AI is turnkey and ready to implement, use, and optimize on day one.

For more information about Genesys Cloud AI, including AI mechanisms and technologies, data handling and privacy compliance, and deployment and integration, see FAQs: Artificial intelligence and Genesys.

Genesys Cloud AI Experience Orchestration products

Genesys Cloud AI Experience Orchestration product offerings are native, purpose-built, secure, and integrated to streamline the end-to-end customer experience. Use these tools to evaluate underlying data and create actionable insights, boost productivity, and recognize revenue opportunities. The Genesys Cloud AI data-driven technology helps predict the next best actions, match the right agents to customers, automate evaluations, and deliver valuable insights, and thus transforms the customer experience. You can leverage the Genesys Cloud AI features to address the unique needs of your employees and also adapt to demanding customer expectations.​

The Genesys Cloud AI Experience Orchestration consumes tokens. Tokens are designed for flexibility to adapt to 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. For more information, see Genesys Cloud tokens-based pricing model.

Tip: Genesys Cloud includes other AI-powered capabilities that compliment platform features, such as Genesys Cloud AI Experience Orchestration. These products do not consume Genesys Cloud AI Experience tokens. For a comprehensive guide to all Genesys Cloud product offerings, including those that consume tokens and those that do not, see the Genesys Cloud CX summarized plan comparison.

To learn about the permissions required to use Genesys Cloud AI Experience Orchestration products, see Genesys Cloud AI Experience product permissions.

Genesys Cloud AI resources and support

The Genesys Cloud AI-Powered Experience platform delivers the future of CX to organizations of all sizes so that you can provide empathetic, personalized experience at scale. Genesys Cloud helps organizations differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.