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Conversational Intelligence

Application

by Genesys

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.

Find alternatives to Conversational Intelligence

Not priced alone. On the Genesys Cloud CX pricing page the 'Conversational intelligence' row is a check mark with 'Tokens' on CX 1 ($75 USD per user/month billed annually) and CX 2 ($115), and a plain check mark (included) on CX 3 ($155) and CX 4 ($240). The separate 'Speech and text analytics' row reads 'Add-on' on CX 1 and CX 2 and included on CX 3 and CX 4. AI Experience tokens: '250 named / 350 concurrent tokens per org/month included' on every plan; the add-on token rate is not stated.

What it does

• Data analysis
• Customer support
• Speech to text

Sources

Pricing

Pricing page · 5 Sep 2026

'Genesys Cloud CX 1 ... $75 USD per user/month billed annually', 'CX 2 ... $115', 'CX 3 ... $155', 'CX 4 ... $240'. Conversational intelligence row: CX 1 'Tokens', CX 2 'Tokens', CX 3 and CX 4 check mark. Speech and text analytics row: CX 1 'Add-on', CX 2 'Add-on', CX 3 and CX 4 check mark. '250 named / 350 concurrent tokens per org/month included'.

Description

Official documentation · 5 Sep 2026

Fetched. H1 'Conversational intelligence'; subtitle 'Turn interaction into insight with speech and text analytics'. 'Accurately transcribe each customer interaction with native AI translation in over 70 languages'; 'Topic spotting and interaction categories - Analyze voice and digital interactions with AI'; 'Genesys Cloud also allows you to measure your agents' empathy across all their interactions'; 'Learn how customer sentiment and agent performance evolve over time.'

Sold within

Pricing page · 5 Sep 2026

'Conversational intelligence' is a row under 'Drive decisions with reporting and analytics' on the Genesys Cloud CX plan table: CX 1 and CX 2 show a check mark with 'Tokens', CX 3 and CX 4 a check mark. The capability page itself says 'Genesys Cloud infuses powerful interaction tools within a single platform'.

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