Genesys Cloud FedRAMP region
Upcoming changes to AI Experience tokens and speech and text analytics 

Announced on Effective date Aha! idea
2025-01-20 -

Action required

  • If you want to use AI tokens for speech and text analytics, then you do not need to take any action.
  • To avoid AI token charges for speech and text analytics, remove the relevant permissions from your Master Admin role by February 24, 2025. For more information, see How do I opt in or out of these changes? 

Who is affected?

Master admins of a Genesys Cloud CX 1 or Genesys Cloud CX 2 account who have enabled AI Experience tokens but do not have Genesys Cloud CX 1 WEM Add-on II or Genesys Cloud CX 2 WEM Add-on I. 

What are the upcoming changes? 

In Q1 2025, Genesys Cloud will add speech and text analytics (STA) capabilities to the Genesys Cloud CX AI Experience. As a result, organizations can use speech and text analytics without the need to upgrade to Genesys Cloud CX 3 or add the Genesys Cloud CX 2 WEM Add-on I bundle.   

This addition gives organizations with the AI Experience tokens a more affordable way to access AI features, including voice transcription, sentiment analysis, empathy analysis, sensitive data masking, and topic mining without purchasing the entire Workforce Engagement Management (WEM) suite. 

How does this change affect me? 

This change simplifies how to leverage AI capabilities within Genesys Cloud. By adding speech and text analytics to the AI Experience tokens, you can unlock these features without subscribing to Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3 licenses.  Instead, speech and text analytics capabilities are usage-based and if enabled, consume AI tokens. 

What will I receive? 

As part of the Genesys Cloud CX AI Experience tokens, each organization automatically receives 250 free AI tokens per month, which enables them to try AI features like speech and text analytics.

How do I opt in or out of these changes? 

Genesys Cloud adds the latest new permissions to default roles via periodic updates. You can add new permissions manually without altering any modifications you made to the role, or you can restore the role to the default state and receive the new permissions automatically. 

When you restore a default role, the system does not retain permissions you added, and restores permissions you deleted. To return a role to the default state with its original and updated permissions, perform the steps in the Opt out and restore the default role procedure below. By taking these steps, you can ensure that your organization is prepared for the upcoming changes and avoids any unintentional charges.

Opt out and restore the default role

To restore the default role and opt out of these updates, follow these steps: 

  1. Click Admin.
  2. Under People & Permissions, click Roles/Permissions.
  3. Navigate to the Master Admin role and click it.
  4. Click Restore Default Role.
  5. Review the removed and added permissions listed in the window that appears. 
  6. Click Restore. This step removes the following permissions from the Master Admin role: 
    • Routing > Transcription Settings > View, Add, Edit 
    • Speech and Text Analytics > Settings > View, Edit 
    • Speech and Text Analytics > Topic > View, Add, Delete, Edit, Publish 
    • Speech and Text Analytics > Program > View, Add, Delete, Edit, Publish 
    • Speech and Text Analytics > Category > View, Add, Delete, Edit, Publish 
    • Speech and Text Analytics > Feedback > View, Add, Delete 

Opt out and manually remove permissions from the role

To manually remove the permissions from the Master Admin role and opt out of these updates, follow these steps: 

  1. Click Admin.
  2. Under People and Permissions, click Roles/Permissions.
  3. Navigate to the Master Admin role and click it.
  4. Click the Permissions tab.
  5. Search for and remove the following permissions from the role:
    • Routing > Transcription Settings > View, Add, Edit
    • Speech and Text Analytics > Settings > View, Edit
    • Speech and Text Analytics > Topic > View, Add, Delete, Edit, Publish
    • Speech and Text Analytics > Program > View, Add, Delete, Edit, Publish
    • Speech and Text Analytics > Category > View, Add, Delete, Edit, Publish
    • Speech and Text Analytics > Feedback > View, Add, Delete
  6. Click Save.

    How can I get more help? 

    If you have any questions or require further assistance, see the Genesys Community. Our experts are ready to provide guidance.