AI Insights follows the Genesys AI Experience token model, where AI processing can consume tokens depending on usage. When insights such as summaries or interaction analysis are generated, this processing may count toward token consumption. However, when Agent Copilot is already enabled for the agent, the interaction processing required for features like summaries is covered by the Copilot capability. In this scenario, there is no additional AI Insights token consumption, since the usage is already included in the Copilot licensing.
Genesys Cloud tokens-based pricing model View summary - Genesys Cloud Resource Center
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Mateus Nunes
Tech Leader Of CX at Solve4ME
Brazil
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Original Message:
Sent: 03-12-2026 15:32
From: Vaun McCarthy
Subject: AI insight required license
You will need AI tokens for this.
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Vaun McCarthy
Original Message:
Sent: 03-12-2026 14:15
From: Maryam Gholipour
Subject: AI insight required license
Hi all,
Our client currently has a GC3 subscription. In the interaction details, the AI Insights section is visible within the transcript view, however no insights are being generated.
We have the following permission in our org:
Speech and Text Analytics > AiSummary > View
But, we do not have this permission:
SpeechandTextAnalytics > InsightsSettings > Edit
So we're trying to determine whether this is a permission issue or a licensing requirement.
My question is:
Is the GC3 subscription alone sufficient to enable AI Insights, or AI Experience Tokens are also required for AI Insights to be generated?
Thanks!
#AIConfiguration
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Maryam Gholipour
CGI Canada
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