Hi Anik,
And apologies in front but, still not clear and more after reviewing some Genesys Q&A session)
Scenario is that I want to use auto-summary on every single interaction and using that for agents and supervisors both. All agents are CX2.
My general understanding is that there are no specific roles for Copilot and capabilities are all set by permissions
- For Agent, I can get AI Summarization just using tokens (permissions required in agent role would be specifically added)
+ Summary of the interaction (just where agent has participated)
+ Reason for contact (based in summary)
+ Resolution (based in summary)
+ Auto Wrap-up code suggestion (based in summary)
- For Supervisor, I can get AI Summarization just using tokens as same than Agents (same for permissions to role as above)
+ Summary of the interaction (just where Supervisor has participated)
+ Reason for contact (based in summary)
+ Resolution (based in summary)
+ Auto Wrap-up code suggestion (based in summary)
If I want to get AI Insights, I will need also a WEM Add-On I or STA Add-On license to get transcription over queues assigned to Program/s.
With AI Insights, the Supervisor will also see:
+ Reasons for contact (based in the overall interaction and all agents' participation)
+ What is the resolution (based in the overall interaction and all agents' participation)
+ What happened with the agent and what the agent said (based in the overall interaction and all agents' participation)
+ What is next action that agent is going to take (based in the overall interaction and all agents' participation)
+ Positive and Negative sentiments for the customers with the why explanation (based in the overall interaction and all agents' participation)
Could you please confirm if this is correct?
Many thanks!
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Xavier Mateu
Senior System Analyst
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Original Message:
Sent: 05-15-2025 10:44
From: Anik Dey
Subject: Announcement: Changes to AI Experience bundle and Speech and Text Analytics
Hey Xavier,
Your org needs to have at least 1 WEM Add On to turn on AI Summary/AI Insights in Program Settings. You also need transcription, without transcripts there is no summary generated. So yes, you need either the WEM or STA Add On for all the agents if you want to summarize or generate insights.
STA is now available in the Tokens SKU, so as a GC1 or GC2 customer you can get STA via Tokens and also use the Supervisor Copilot features as they are also part of Tokens.
We don support transcription for on-premise, more on that here:
https://help.mypurecloud.com/articles/configure-voice-transcription/
- With a BYOC Premises telephony connection (Native and Extended Voice Transcription Services), the transcription occurs after the recording has been completed and uploaded, and depends on the length of the interaction. Usually, this process takes about half the length of the interaction. As an example, once a 10-minute interaction has finished and is uploaded to the cloud, it takes around 5 minutes for the transcription to complete and become available to users. As a result, no real-time capabilities/use cases are supportable with this type of configuration.
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Anik Dey
Genesys - Employees
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Original Message:
Sent: 05-15-2025 09:57
From: Xavier Mateu
Subject: Announcement: Changes to AI Experience bundle and Speech and Text Analytics
Hi Anik,
I have questions on this related to WEM Add-on I and Tokens consuming.
We have WEM Add-on I licenses for a range of agents to use STA and now we're evaluating using some specific copilot capabilities as auto-summarization and maybe AI Insights (I believe are managed both together if we consume Tokens for that) for all our agents.
As Summarization and AI Insights are based over the conversation analysis, we must acquire WEM Add-on I additional licenses for all agents?
I know that we could also use Tokens for auto-summarization/Insights plus STA but this would be another topic.
Last questions is to ensure requirements for voice interactions auto-summarization and AI Insights. I believe we need to have all our EDGES in the cloud instead of on premise. Could you please confirm that?
Many thanks!
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Xavier Mateu
Senior System Analyst
Original Message:
Sent: 02-06-2025 15:56
From: Anik Dey
Subject: Announcement: Changes to AI Experience bundle and Speech and Text Analytics
Hi Catherine,
Agent Copilot gives you voice transcription but it doesn't give you other features like sentiment/empathy analysis, topic spotting, sensitive data masking, topic miner etc.
These features will need the WEM Add On or the new STA Add On.
You don't need to create a new role, when the STA Add On launches we will introduce a new role called "STA Admin", that role will include all the relevant permissions.
STA Add On costs 30 tokens per user per month for Named and 45 tokens per user per month for concurrent.
You can assign this role to supervisors. But note that agents who use voice transcription (without Agent Copilot) will also be charged for the STA Add On if they are using transcription just like WEM Add On.
To learn more about how we charge for WEM Add On, you can read this article:
https://help.mypurecloud.com/articles/add-workforce-engagement-management-to-your-subscription/
Organization are billed for the following two scenarios:
- Administrator role (permission) – All users who have administrator permissions for WEM related capabilities will be billed for the WEM add on product. See the notes section below for a list of the permissions.
- Agent use – All users who are the subject of WEM related capabilities will be billed for the WEM add on. The following is a list of some of the features that will be billed when used.
- When a schedule is created for the agent using the WFM Scheduler.
- When an evaluation is assigned to an agent. This only applies if your base license is Genesys Cloud CX 1. Quality Management is included in Genesys Cloud CX 2.
- When a web survey for an agent is sent for feedback.
- When a call is transcribed using Genesys Native Voice Transcription or a digital interaction topic is spotted for any agents associated with the interaction.
- When a call is transcribed using Extended Voice Transcription Services (EVTS) and a topic is spotted for any agents associated with the interaction (in addition to EVTS charges). For more information, see How much does Extended Voice Transcription Services cost?.
- When a coaching session is scheduled for an agent.
- When a module is assigned to an agent.
- When a gamification point is generated for an agent.
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Anik Dey
Genesys - Employees
Original Message:
Sent: 02-06-2025 11:41
From: Catherine DUPIRE
Subject: Announcement: Changes to AI Experience bundle and Speech and Text Analytics
Hi Anik,
Sorry to bother you again, but we have a lot of clients, in different configurations, and this is very impactful.
Let's see another case: let's imagine I am in GCX2, without WEM addon, but I'm using Agent Assist (or Copilot, never mind).
Will I automatically benefit from STA features such sentiment analysis ? And, if so, how many tokens will this consume per agent ?
I suppose we will have to create a new role with these permisssions (the same as in master admin role) :
- Routing > Transcription Settings > View, Add, Edit
- Speech and Text Analytics > Settings > View, Edit
- Speech and Text Analytics > Topic > View, Add, Delete, Edit, Publish
- Speech and Text Analytics > Program > View, Add, Delete, Edit, Publish
- Speech and Text Analytics > Category > View, Add, Delete, Edit, Publish
- Speech and Text Analytics > Feedback > View, Add, Delete
And should this role be assigned to the agents who answer calls or to the supervisors in charge of analyzing sentiments ?
How many tokens will this consume ?
Sorry again, but it's important, we need to warn our customers.
Thanks in advance
Catherine
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Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU