Genesys Cloud - Main

I have searched everywhere for an answer for this but couldn't find it neither on the community or the documentation.

I wanted to know how we get charged for AI Experience tokens (Speech and Analytics) - if you are on a CX 2 license and you need voice transcription - do you get charged AI Tokens for all calls being transcribed or is it just users that have the permission to view the transcription that uses up the tokens?

Has there been a recent change on how billing works the past few months?

Thanks in advance for your help,

Amit

Hi Amit,

Based on the current AI Experience Token model, voice transcription itself is not billed simply because a call is transcribed or because a user has permission to view the transcript.

Native voice transcription no longer automatically triggers a Speech & Text Analytics (STA) license charge. Organizations use transcription minutes from a shared fair-use pool, and overage charges only apply if that allocation is exceeded.

Users without the Billing > User > STA Upgrade permission can still access voice transcripts during customer interactions without consuming STA AI Experience Tokens.

AI Experience Tokens are consumed when Speech & Text Analytics capabilities are licensed and assigned (30 tokens per Named user or 45 tokens per Concurrent user), rather than by every transcribed interaction.

In addition to Speech & Text Analytics, AI Experience Tokens are also used for features such as Agent Copilot, Voice Bots, Digital Bots, AI Scoring, AI Translate, AI Insights/Conversation Summaries, Predictive Routing, Social Messaging, and other AI Experience capabilities.

Regarding your second question, Genesys has made recent changes to make the billing model more transparent. In particular, transcription alone no longer triggers STA licensing, while conversation intelligence capabilities (such as Topic Spotting, Sentiment Analysis, Empathy Analysis, and other STA-powered features) still require the STA add-on.

If you're looking for confirmation on how your specific subscription is billed, I'd also recommend checking Ask Me in the Genesys Orchestrators portal or reaching out to your Genesys Sales team, as they can clarify licensing and billing questions for your organization.

References:

https://help.genesys.cloud/articles/add-speech-and-text-analytics-upgrade-add-on-to-your-organization/

https://help.genesys.cloud/articles/genesys-cloud-tokens-model/

https://orchestrators.genesys.com/home?product=genesys-cloud-cx

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Raphael Poliesi
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Thanks for your reply and explanation.

Would you know if prior to the changes regarding STA Addon- was the billing done based on permission or if a call was being transcribed? 

Hi Amit,

From my understanding, prior to the recent changes it was both permission-based and usage-based.

In the announcement discussion, Anik Dey clarified that WEM/STA licensing worked in two ways:

• Permission-based (certain STA permissions), and
• Usage-based, where STA could also be triggered when a call was transcribed using Genesys Native Voice Transcription or when a topic was spotted.

So, before the licensing changes, it wasn't exclusively one or the other-it depended on both the assigned permissions and feature usage. The recent changes decouple transcription from STA add-on billing and move to the new permission-based licensing model for the add-on. 

Hope this helps.

References

Community discussion:
https://community.genesys.com/discussion/announcement-upcoming-changes-to-ai-experience-bundle-and-speech-and-text-analytics

Add Workforce Engagement Management to your subscription:
https://help.mypurecloud.com/articles/add-workforce-engagement-management-to-your-subscription/

Permission-based usage-driven billing announcement:
https://help.genesys.cloud/announcements/permission-based-usage-driven-billing-for-speech-and-text-analytics-sta-and-voice-transcription/

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Phaneendra
Technical Solutions Consultant
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Thank you everyone for your responses. Appreciate it.