AI in the contact centre
AI in the contact centre: a practitioner's guide for Genesys Cloud
Everything we publish on AI in the contact centre, in one place and in the order most buyers need it: what the technology is, what it costs, what the rules require, how to make the case and how to prove it works. Written by practitioners, sourced from vendors' own pages and regulators, re-checked before anything new is published, and free of sales pitches.
Short answers
The questions we are asked most
What is agentic AI in a contact centre?
An AI agent that is given a goal, such as rebooking a delivery, and works towards it: it decides what to ask, uses your systems through defined tools, checks the result and hands over to a person when it should. On Genesys Cloud CX these are agentic virtual agents, configured in AI Studio with a role, guidelines, tools, knowledge and guardrails.
How does Genesys charge for AI?
Most Genesys Cloud CX AI is metered in AI Experience tokens from one organisation-wide monthly allowance. Voice bots convert by the minute, virtual agents and agentic agents per interaction, and Agent Copilot and analytics per user. Third-party voice AI pays the vendor plus a Genesys per-minute platform charge. Our tokens guide and calculator show the published rates and list prices.
Should voice AI be native Genesys or third-party?
Decide journey by journey. Native AI is built, reported and governed inside the platform you already run; third-party AI can add a particular voice, model or capability, but brings a second vendor, a second place where data is processed and, for some routes, telephony limits. Compare cost per resolved call and prove the shortlist with real calls.
Will AI replace contact centre agents?
The published research points to AI changing most contact centre jobs rather than removing them. AI resolves a growing share of simple contacts, while the contacts left for people become harder and more valuable, and new roles appear around the AI. Customers still want to be able to reach a person.
What does the EU AI Act mean for contact centres?
Transparency duties for AI that talks to people have applied since 2 August 2026, recognising agents' emotions from their voice at work has been prohibited since 2 February 2025, and AI used to monitor and evaluate workers becomes high-risk from 2 December 2027. In the UK, new rules on automated decisions apply under UK GDPR. Our guide sets out what applies and when.
How should AI be tested before go-live?
With many real customer phrasings, judged on outcomes rather than exact wording, covering understanding, tool actions, knowledge, guardrails, hand-offs and, for voice, the call itself. Genesys provides preview, simulation and replay tools; we finish with real calls placed from outside the platform, and retest whenever models, knowledge or instructions change.
01 · Understand
What AI can do in a contact centre
The kinds of contact centre AI, what agentic means, and what changes for customers and the people who serve them.
Agentic AI in the contact centre, explained: how it works on Genesys Cloud
What agentic AI means for a contact centre, how Genesys Cloud agentic virtual agents use tools, knowledge and guardrails, where they fit and how to govern them.
Read the guideAI agent, bot or copilot? Choosing the right AI for each contact centre journey
Scripted bots, virtual agents, agentic AI agents and copilots on Genesys Cloud: who each serves, what it does well, how it is charged and how to combine them.
Read the guideHow the role of the contact centre is changing in the era of AI
How AI changes the contact centre for customers, agents, supervisors and leaders: AI that acts through governed tools, new measures and how to start safely.
Read the guideWill AI replace contact centre agents? What the evidence says, and how to plan
What research says about AI and contact centre jobs, which work AI takes and which stays with people, how the agent role changes and how to plan your workforce.
Read the guide
02 · Compare and cost
What it costs, and which route to take
How Genesys charges for AI, how native and third-party voice AI compare, and a calculator that applies published list prices to your own volumes.
Genesys Cloud AI Experience tokens explained: allowances, rates and prices
How Genesys Cloud AI Experience tokens work: the free allowance, what each AI feature consumes, list prices in GBP, USD and EUR, and worked examples.
Read the guideVoice AI cost calculator for Genesys Cloud: native and third-party compared
Compare the list-price cost of Genesys bot flows, virtual agents and agentic agents with Google, Amazon, Deepgram and ElevenLabs voice AI, per resolved call.
Open the calculatorNative or third-party voice AI on Genesys Cloud: how to choose
Genesys bot flows, virtual agents and agentic agents, or Dialogflow, Lex, Deepgram, ElevenLabs and others? How each connects, costs and is governed.
Read the guideGenesys Cloud CX licence tiers explained: CX 1 to CX 4, add-ons and models
Genesys Cloud CX 1, CX 2, CX 3 and CX 4 compared: what each tier includes, digital-only options, add-ons, AI tokens, and named versus concurrent licensing.
Read the guide
03 · Decide and govern
Making the case, and staying within the rules
A business case that survives scrutiny, how to tell whether you are ready, how to test AI before customers meet it, and what the EU AI Act and UK GDPR require.
Contact centre AI business case template: what to include and what gets missed
A section-by-section template for a contact centre AI business case on Genesys Cloud: benefits that hold up, costs that get missed, risks, workforce and proof.
Read the guideContact centre AI readiness and testing: a practical guide for Genesys Cloud
Is your contact centre ready for AI, and how do you test it? Readiness checks, what to test, the Genesys Cloud tools that help and what to watch after go-live.
Read the guideThe EU AI Act and UK GDPR for contact centres: what applies and when
What the EU AI Act and the UK's new automated decision rules mean for contact centres: AI disclosure, emotion analysis, agent monitoring, and key dates.
Read the guide
04 · Build on Genesys Cloud
The Genesys Cloud capabilities involved
How we design, build and support each AI capability in Genesys Cloud CX, and how third-party AI connects to it.
Genesys AI Studio & virtual agents
Design, ground, test and govern AI Guides and agentic virtual agents in Genesys AI Studio, with a certified QVCCS team that owns accuracy, safety and outcomes.
ExploreAgentic AI, MCP & custom tooling
Give AI agents the tools to act – data actions, A2A connections and MCP servers – specified, secured, audited and proven by one certified Genesys Cloud CX team.
ExploreAgent Copilot & Agent Assist
Real-time guidance, agent checklists and AI summaries in every conversation, with Genesys Agent Copilot designed, tested and measured end to end by certified QVCCS specialists.
ExploreSupervisor Copilot & AI for supervisors
Turn supervisors from dashboard watchers into coaches, with AI scoring, summaries, translation and conversational insight designed, calibrated and governed by a certified QVCCS squad.
ExploreVoicebots & chatbots (bot flows)
Native voicebots and chatbots built in Genesys Cloud bot flows – designed from real customer language, traced from requirement to test and handed over to agents with context.
ExploreAudio Connector & external voice AI
Connect external voice bots and real-time LLM voice agents to Genesys Cloud CX calls, with streaming, security and fallbacks engineered and proven by one certified QVCCS team.
ExploreAmazon Lex, Google Dialogflow & Nuance bots
Run Amazon Lex, Google Dialogflow, Nuance and other bot platforms inside Genesys Cloud CX, with interface contracts, routing and handover owned by one certified QVCCS team.
ExploreAI predictive routing
Route each interaction to the agent most likely to deliver your chosen outcome – with benefit assessment, outcome data, comparison testing and governance from a certified QVCCS team.
ExploreSpeech & text analytics
Understand every conversation, not a sample: Genesys Cloud speech and text analytics designed, tested against real interactions and supported end to end by a certified QVCCS squad.
ExploreKnowledge management
One source of truth for agents, bots and customers: Genesys Cloud knowledge bases designed, migrated, tested and governed end to end by a certified QVCCS team.
Explore
05 · Prove it
How we test and diagnose AI journeys
Two of the tools our engineers built to see what callers really experience and what they really said.
Innov8r: how QVCCS tests Genesys Cloud CX numbers, IVRs and DTMF from the caller's side
How QVCCS engineers test every Genesys Cloud CX number, IVR flow and DTMF menu from the caller's side with Innov8r, an in-house SIP softphone the team built.
Read the articleWhat callers actually said: bot journeys, turn-by-turn replay and the no-match backlog
QVCCS Bot Flow Diagnostics harvests Genesys Cloud bot sessions and reporting turns into a journey map, session replay and ranked no-match utterance corpus.
Read the article
06
Where we stand, and how we keep this accurate
QVCCS is a Genesys Cloud CX consultancy and a Genesys referral partner, not a reseller. We do not sell licences, tokens or third-party AI, and we receive no commission or payment from any AI vendor named in this section. Where we compare vendors, we say where each is strong and where it is limited, using each vendor's own published information.
AI changes quickly, so this section has a rule of its own: before we publish any new page in it, we re-verify every price and rate against its source and re-check every page against current official sources. Each page shows when its facts were last checked, and our build refuses to publish the section if any page or price is out of date. If you spot something we have got wrong, we want to know and will correct it.
Facts on this page checked 14 October 2026. Prices and rates in this section re-verified 14 October 2026, next review due by 12 January 2027. 24 pages are covered by this rule.
Last reviewed