Genesys Cloud AI That Still Works in Month Nine
Anyone can turn on AI. Fewer partners are still around when the bot starts degrading and nobody owns the tuning. VDS helps you choose the right Genesys Cloud AI use cases, deploy them, and keep them performing.
Genesys Cloud AI Capabilities
We find the right AI for each use case, then deploy it and keep it tuned.
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Bots and virtual agents
Self-service for routine requests, with a clean handoff to an agent when the customer needs one.
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Agentic virtual agents
AI that can take action and complete tasks for the customer, not just answer questions.
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Agent Copilot
Real-time guidance, knowledge surfacing, and after-call summaries that cut handle time.
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AI Scoring and quality
Automated evaluation of interactions so supervisors coach from every conversation, not a small sample.
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Predictive routing
Match each customer with the agent most likely to resolve the issue.
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Speech and text analytics
Find out why customers contact you and where frustration starts.
How Genesys Cloud AI is billed. Genesys Cloud AI features run on AI Experience tokens. Every Genesys Cloud organization gets a free allocation each month: 250 tokens for a named org or 350 for a concurrent org. Genesys Cloud CX 4 adds 30 tokens per named agent or 39 per concurrent agent each month. Usage above your allocation is billed by Genesys, and unused tokens don't carry over. See what uses AI tokens.
How We Deliver Genesys Cloud AI
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Step 1
Choose use cases by value
Start where volume is high and requests are repeatable. That is where AI pays back fastest.
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Step 2
Check readiness
AI inherits every problem in your current setup. We review your knowledge base, data, integrations, and flows before anything goes live.
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Step 3
Pilot and measure
Define success before launch. Containment, handle time, CSAT, and cost per contact, measured against a baseline.
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Launch
Ongoing
Tune continuously
AI degrades without an owner. We keep tuning after launch, and the AI roadmap is built into Platinum+ managed services.
Why Contact Center AI Fails After Launch
Every one of these is a partner problem, not a technology problem. It is the problem we built VDS to solve.
Not sure your environment is ready? Start with a Genesys Cloud health check.
- No one owns tuning after go-live
- The bot learns from outdated knowledge
- Success was never defined, so no one can prove value
- Agents were never trained to work alongside AI
Start With an AI Planning Session
Let's turn your AI goals into a practical plan that delivers results. In one session, we'll help you define your top use cases, readiness gaps, and next steps, and you walk away with a clear, tailored roadmap.
60-minute workshop
We saw immediate impact with VDS. Faster response times, better use of AI, and a support team that actually understands our goals. It feels like they are part of our staff.
Before VDS, we were stuck reacting to issues. Now we finally feel ahead of them. Their guidance helped us clean up routing, cut our abandon rate, and give our agents a system they trust.
Genesys Cloud AI FAQs
See how AI fits with Genesys Cloud managed services and Genesys Cloud implementation.
Build your AI roadmapWhat AI does Genesys Cloud include?
Genesys Cloud AI includes bots, virtual agents, agentic virtual agents, Copilot, automated quality scoring, predictive routing, and speech and text analytics.
Where should we start with AI in Genesys Cloud?
Start with high volume, repeatable requests where success is easy to measure. A readiness review first prevents most AI failures.
How do you measure AI success in the contact center?
Set a baseline before launch, then track containment, handle time, CSAT, and cost per contact.
How is Genesys Cloud AI billed?
Through AI Experience tokens. Each Genesys Cloud CX license includes a monthly allocation, usage above it is billed by Genesys, and unused tokens don't carry over to the next month.
Who maintains our Genesys Cloud AI after launch?
VDS does. Ongoing AI planning and optimization is included in Platinum+ managed services.