Understanding Genesys Cloud AI Experience Tokens: A Comprehensive Guide

Genesys Cloud offers a suite of AI-powered tools designed to enhance customer and employee experiences. These tools are consumed using Genesys Cloud AI Experience tokens, a flexible system that allows organizations to adapt to changing business needs. This article provides a detailed overview of how these tokens work, how they are metered, and what they cost.

What are Genesys Cloud AI Experience Tokens?

Genesys Cloud AI Experience brings together various artificial intelligence (AI) disciplines onto a unified platform, allowing businesses to personalize and refine both customer and employee interactions. These AI capabilities consume Genesys Cloud AI Experience tokens.

• Flexibility: Tokens are designed to adapt to your evolving business requirements.
• Metering: The quantity of tokens consumed is reflected on your monthly invoice. It's important to understand how each AI feature consumes these tokens.
• Renewal: Tokens are refreshed monthly and do not carry over to subsequent months.

To deepen your knowledge, explore Genesys Cloud AI.

Getting Started with AI Experience Tokens

New vs. Existing Customers

• New Customers: By default, you get access to Genesys Cloud AI and the Genesys Cloud AI Experience tokens.

• Existing Customers: You can order these tokens via AppFoundry or by contacting your Genesys representative.

Transition from Legacy AI Products

If your organization is currently using the deprecated AI Experience Bundle or individual Genesys Cloud AI products, Genesys will transition you to the token-based system upon renewal. For a quicker transition, reach out to your Genesys representative.

Provisioned Genesys Cloud AI Products

The AI products available to your organization depend on your base Genesys Cloud license. Here's a breakdown:

Genesys Cloud AI Experience Metering Details

Understanding how each Genesys Cloud AI product consumes tokens is crucial for cost management. Here's a detailed breakdown:

Important Consideration for Agent Assist Permissions:

It's crucial for administrators to review roles with Conversation permissions. Only assign Agent Assist-related permissions to roles actively using the product to ensure accurate billing. For more information, see Agent Assist token consumption guidance.

Virtual Agent Sessions Explained

A single session within Virtual Agent is defined by a unique billingID. This ID represents a single session on any channel, regardless of duration. The session is marked by specific end session events.

Actions Triggering End Session Events:

• Exit action in flow (return calling flow)
• Disconnect action in the flow
• Participant hangs up during a phone call
• Disconnect via a Transfer to ACD action
• Exit or disconnect handling for an unexpected error
• Exit or disconnect handling for a recognition failure
• Exit or disconnect handling for Max No Input override
• Exit handling for agent escalation
• Digital expiry after inactivity (72-hour async timeout)

When interactions are transferred between inbound and Virtual Agent flows, the billingID remains consistent. Once an action triggers an end session event and no further transfers occur, the billing ID is closed.

Free Token Allocation

Each Genesys Cloud organization receives a free allocation of tokens every month:

Token Pricing

For specific pricing details, it is best to contact your Genesys representative directly. However, a general price range per token, per month, is listed below in multiple currencies:

Important Dates to Remember

• Deprecation of Agent Assist via AI tokens: After April 28, 2025, Genesys Cloud customers will not be able to use Agent Assist using AI tokens on opted-in organizations.

Conclusion

Understanding Genesys Cloud AI Experience tokens is essential for effectively leveraging AI within your contact center operations. By carefully monitoring token consumption and optimizing your use of AI-powered features, you can maximize the value of Genesys Cloud while maintaining cost efficiency.