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  • 1.  AI insight required license

    Posted 03-12-2026 14:16
    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!
    image

    #AIConfiguration

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    Maryam Gholipour
    CGI Canada
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  • 2.  RE: AI insight required license

    Posted 03-12-2026 15:13

    Do you have the AI Insights box checked within the program space? I have it shown below. 



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    Katie McCormack
    manager
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  • 3.  RE: AI insight required license

    Posted 03-12-2026 15:32

    You will need AI tokens for this.



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    Vaun McCarthy
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  • 4.  RE: AI insight required license
    Best Answer

    Posted 03-12-2026 16:35

    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


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