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Genesys Cloud Agentic Virtual Agent

AI agent

by Genesys

Genesys Cloud Agentic Virtual Agent is an autonomous AI agent that reasons through a customer's goal, plans actions and executes multi-step workflows across systems to resolve requests end to end without human intervention.

Find alternatives to Genesys Cloud Agentic Virtual Agent

No standalone price. Consumed under Genesys Cloud AI Experience tokens on top of a Genesys Cloud CX subscription: the vendor's tokens page names virtual agents as one of the token-metered AI capabilities, and the pricing page states every plan includes 250 named / 350 concurrent tokens per organisation per month, with CX 4 additionally including +30 named / +39 concurrent tokens per agent per month. No per-token rate is published on either page.

What it does

• Customer support
• Agent orchestration
• Workflow automation

Sources

Pricing

Official documentation · 5 Sep 2026

Fetched 200. Names virtual agents, copilots and predictive engagement as the capabilities covered by AI Experience tokens; no per-token price given. Tier-level token allowances cross-checked on genesys.com/pricing.

Description

Official documentation · 5 Sep 2026

Fetched 200. Page is titled 'Genesys Cloud Agentic Virtual Agent' (shortened to AVA) and describes autonomous AI that reasons through customer goals, plans deterministically and executes multi-step workflows across systems.

Sold within

Official documentation · 5 Sep 2026

Page positions the product within Genesys Cloud CX under the 'AI automation' capability group.

Also from Genesys

• Genesys Cloud CX Platform

  Contact-centre platform where AI usage is metered separately from seats: always-on virtual agents, copilots in the agent workspace, and an AI Studio for building and governing agents — with AI Experience tokens granted per organisation and per agent.

• Genesys Cloud AI Studio Agent platform

  Genesys Cloud AI Studio is a centralized, low-code hub for building, configuring, managing and governing AI-powered experiences such as virtual agents and copilots.

• Genesys Cloud Copilot Application

  Genesys Cloud Copilot gives contact-centre agents and supervisors real-time AI assistance including auto-summarisation, knowledge retrieval, next-best-action guidance and translation across 70+ languages.

• Genesys Cloud Knowledge Fabric Data service

  Genesys Cloud Knowledge Fabric unifies enterprise knowledge from multiple sources into an adaptive layer that powers AI agents with contextual search and generative-AI answers carrying source citations.

• Conversational Intelligence Application

  The speech and text analytics layer of Genesys Cloud CX: it transcribes voice and digital interactions, spots topics, scores customer sentiment and agent empathy, and reports how they change over time. It is a capability inside the Genesys Cloud CX tiers rather than a product bought on its own.

• Predictive Engagement Application

  Watches website visitor behaviour inside Genesys Cloud CX, scores each visitor's likelihood to buy, churn or abandon a cart, and triggers a chat, offer or message when the model says it is worth engaging. Included in the CX 2 tier and above; an add-on on CX 1.

• Genesys Cloud Quality Assurance Application

  Selects and analyzes customer interactions for quality assurance using AI.

• Genesys Cloud Workforce Forecasting Application

  Forecasts staffing needs up to two years ahead using 25+ machine-learning models and an AI-powered Activity Planner for schedule optimization.

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