FAQs: AI summary and insights

How is AI Summary and Insights enabled?

AI Insights can be turned on at the Program level. Only interactions tied to queues, or flows mapped to the specific program will be processed.

If an interaction is already summarized by Agent Copilot, will I be charged again for Supervisor Copilot AI Summary and Insights?

No. If Agent Copilot is enabled for an interaction and already generates a summary, Supervisor Copilot AI Summary & Insights uses that same summary without generating additional cost. You are not billed twice for the same interaction.

Is there a charge to view summaries already created by Agent Copilot?

No. If summaries, or insights are generated by Agent Copilot, viewing them via Supervisor Copilot does not incur an additional charge.

Contact

Solution

Company

About Genesys

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

Scroll to top