Genesys AI

AI Experience tokens metering and pricing

Genesys 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 AI. Your organization can consume Genesys AI Experience tokens as you use Genesys AI, and the tokens are designed for flexibility to adapt to your changing business needs. The quantity of tokens consumed appears on your invoice. 

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Genesys Cloud Fair Use policy

Genesys offers all customers a Genesys Cloud fair use policy for the following product features:

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AI Experience bundle (legacy model)

Genesys offers upgrades that allow you to access combined AI experiences included in Genesys Cloud CX 2 and Genesys Cloud CX 3. These bundles include access to Dialog Engine Bot Flows, Digital Bot Flows, Predictive Engagement, predictive routing, knowledge workbench, and support center:

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Genesys Dialog Engine Bot Flows

Build bots within Architect and then integrate them into Architect call, chat, and message flows. This process unifies the bot and flow authoring experience for administrators, flow authors, and contact center managers. Genesys supports third-party TTS engines. For information about Genesys Dialog Engine Bot Flows supported languages, see Genesys Cloud supported languages. This feature is PCI DSS-compliant and you can use them in Architect secure call flows. For information about PCI DSS, see PCI DSS compliance.

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Genesys Digital Bot Flows

Build Genesys Digital Bot Flows within Architect and then integrate them into Architect message flows. This process unifies the bot and flow authoring experience for administrators, flow authors, and contact center managers. Genesys supports third-party TTS engines. This feature is not PCI DSS-compliant. Best practice recommends that you do not use them in Architect secure call flows. In a future release, Genesys Digital Bot Flows will be PCI DSS compliant. For information about PCI DSS , see PCI DSS compliance.

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Genesys Agent Assist

When an agent interacts with a customer, Genesys Agent Assist offers agents potential answers to customer questions. Genesys Agent Assist uses the assigned knowledge bases to provide responses to customer inquiries. Agents can surface knowledge automatically, or manually search the knowledge base for responses.

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Predictive Engagement

Genesys Predictive Engagement is a cloud-based, AI-powered customer engagement solution that analyzes visitors' behaviors on websites, predicts the outcomes visitors are trying to achieve, and personalizes engagements to help visitors achieve those outcomes.

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Predictive routing

Predictive routing enables you to use machine learning to optimize your key performance indicators (KPIs) by matching each interaction with the available agent that is best able to handle it. Predictive routing currently supports voice, email, and asynchronous message interactions. Message interactions include third-party messaging platforms, inbound SMS, Genesys Cloud web messaging, and open messaging.

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Knowledge workbench V2

The knowledge workbench allows a knowledge author to create and manage knowledge articles, fine-tune the search process, and view the performance of knowledge bases. Knowledge bases are sets of predefined knowledge articles that respond to queries by customers. 

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Knowledge portal

The knowledge portal presents knowledge base articles to customers so that they can easily navigate the self-service experience. Customers can search within the articles, browse by categories, and initiate conversation with a chat bot or an agent.

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