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Genesys Cloud Knowledge Fabric

Data service

by Genesys

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.

Find alternatives to Genesys Cloud Knowledge Fabric

No standalone price. Both the capability page and the Knowledge Fabric solution overview state no pricing, licensing or availability terms and link only to the general pricing page; the overview says it is 'Natively embedded within the Genesys Cloud CX offering', which is sold on the published per-user tiers. Genesys community threads discuss an AI Experience token consumption model for Knowledge Fabric but no vendor page confirmed it, so usage-based is deliberately NOT claimed.

What it does

• Knowledge retrieval
• Text generation
• Customer support

Sources

Pricing

Pricing page · 5 Sep 2026

Fetched 200. Genesys Cloud CX sold on four annual per-user tiers; Knowledge Fabric is not a separate line item and no add-on prices are published.

Description

Official documentation · 5 Sep 2026

Fetched 200. The page's own product name is 'Genesys Cloud Knowledge Fabric' even though the path is /knowledge-management; it unifies enterprise knowledge into an adaptive system that powers AI agents, using generative AI to 'create concise, transparent answers drawn from multiple sources' with smart snippets and clear citations.

Sold within

Official documentation · 5 Sep 2026

Fetched 200. Solution overview titled 'Genesys Cloud Knowledge Fabric' states it is 'Natively embedded within the Genesys Cloud CX offering'.

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 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.

• 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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