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Genesys Cloud Copilot

Application

by Genesys

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.

Find alternatives to Genesys Cloud Copilot

No standalone price on the product page. Metered under Genesys Cloud AI Experience tokens on top of a Genesys Cloud CX subscription: the vendor's tokens page names copilots as a token-metered capability, 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 per agent. No per-token rate published.

What it does

• Customer support
• Summarization
• Translation
• Knowledge retrieval

Sources

Pricing

Official documentation · 5 Sep 2026

Fetched 200. Names copilots among the AI capabilities scaled on demand via AI Experience tokens; no per-token price. Tier allowances cross-checked on genesys.com/pricing.

Description

Official documentation · 5 Sep 2026

Fetched 200. Dedicated product page ('AI Copilot Agents for Customer Service'); Agent Copilot gives 'real-time assistance as agents work with customers', Supervisor Copilot works by 'summarizing interactions, automating translation and generating key insights'; 70+ languages, knowledge retrieval, next-best action. genesys.com/capabilities/agent-copilot resolves to this same canonical page, so the two role variants are one record.

Sold within

Official documentation · 5 Sep 2026

Page positions copilots within Genesys Cloud CX platform capabilities under 'AI automation'.

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 Agentic Virtual Agent AI agent

  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.

• 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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