Hi everyone,

As a Genesys partner, I'm working with a client using a GC CX2-Digital license. We're aiming to implement Co-pilot and virtual agents for voice calls.

We know that Speech and Text Analytics is essential for voice transcription and analysis. However, we're unsure about the role of WEM in this setup.

Specifically, we want to know:

• Is the Genesys Cloud WEM add-on required to utilize Co-pilot on voice calls to process real-time the transcription and suggest next actions such canned responses with our CX2-Digital license?
• Is the Genesys Cloud WEM add-on required to utilize Virtual Agent on voice calls to process real-time the transcription and understand customer intents to automatically execute the related action on IVR Bot with our CX2-Digital license?

If so, then we're also looking for cost-effective alternatives to the WEM add-on, which includes Speech and Text Analytics. Are there any alternative solutions or configurations within Genesys Cloud that allow us to utilize voice transcription services with Co-pilot and virtual agents without needing the full WEM add-on?

We're keen to understand all our options before committing to a specific solution. Any advice or insights from the community would be highly appreciated!

Thanks,
Orhun

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Orhun Sahin
Software Development Engineer
------------------------------

Let me answer the questions first.

WEM is not required for CoPilot and transcription is included if you add CoPilot AI Tokens.  This will include surfacing of knowledge, AI highlighting and summarization of articles, knowledge intents, wrap-up summary, summarization, and a few other cool features of CoPilot

Virtual Agent is part of the AI Experience Tokens, but billed separately from CoPilot or WEM  Genesys Cloud AI Experience tokens metering and pricing - Genesys Cloud Resource Center

If you are looking at STA, check out this idea that is soon to be released for a stand-alone STA license/subscription due out in February 2025: Make Speech and Text Analytics as an | Genesys Cloud Ideas Portal

As for 3rd-party, you have choices in Google, Cresta, Shelf, and others depending on what you are looking for  

Hi everyone,

As a Genesys partner, I'm working with a client using a GC CX2-Digital license. We're aiming to implement Co-pilot and virtual agents for voice calls.

We know that Speech and Text Analytics is essential for voice transcription and analysis. However, we're unsure about the role of WEM in this setup.

Specifically, we want to know:

• Is the Genesys Cloud WEM add-on required to utilize Co-pilot on voice calls to process real-time the transcription and suggest next actions such canned responses with our CX2-Digital license?
• Is the Genesys Cloud WEM add-on required to utilize Virtual Agent on voice calls to process real-time the transcription and understand customer intents to automatically execute the related action on IVR Bot with our CX2-Digital license?

If so, then we're also looking for cost-effective alternatives to the WEM add-on, which includes Speech and Text Analytics. Are there any alternative solutions or configurations within Genesys Cloud that allow us to utilize voice transcription services with Co-pilot and virtual agents without needing the full WEM add-on?

We're keen to understand all our options before committing to a specific solution. Any advice or insights from the community would be highly appreciated!

Thanks,
Orhun

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Orhun Sahin
Software Development Engineer
------------------------------

Hi Robert,

Thank you for your helpful responses! It's great to hear that Genesys plans to offer a stand-alone Speech and Text Analytics (STA) option soon. This will be beneficial for customers who need STA capabilities without requiring the full WEM suite.

Based on your replies and the AI Experience token documentation, I understand the following:

• Agent Co-pilot: Voice transcription for Agent Co-pilot will be included in the AI Experience tokens. With a named license requiring 40 tokens per seat at £0.70 per token, the cost for each coordinator using Agent Co-pilot would be £28. This aligns with the static price of "Genesys Cloud CX AI Experience for Digital (per agent)" in the legacy pricing model.
• Virtual Agent: The pricing document states 1 token per 2 sessions, effectively costing £0.35 per interaction. For our client with 50-60k inbound calls per month, this translates to roughly £20,000 per month, which seems quite high.

Feedback:

I believe the official documentation could be clearer regarding Agent Co-pilot and Virtual Agent, especially concerning:

• Consistent Naming: There are different terms used (e.g., Agent Assist, Agent Co-pilot) which can cause confusion.
• Pricing Clarity: Including sample calculations with various scenarios would help clarify the pricing model.
• Admin UI Consistency: The Admin UI has different names for permissions, billing, and configuration menus (e.g., "Assistants" and "Co-pilots"), which can be confusing. It seems Genesys recently renamed Agent Assist to Agent Co-pilot, but the UI hasn't been fully updated to reflect this change.

Clearer documentation would greatly assist partners and customers in understanding and implementing these AI-powered features effectively.

Thanks again for your time!

Best regards,

Let me answer the questions first.

WEM is not required for CoPilot and transcription is included if you add CoPilot AI Tokens.  This will include surfacing of knowledge, AI highlighting and summarization of articles, knowledge intents, wrap-up summary, summarization, and a few other cool features of CoPilot

Virtual Agent is part of the AI Experience Tokens, but billed separately from CoPilot or WEM  Genesys Cloud AI Experience tokens metering and pricing - Genesys Cloud Resource Center

If you are looking at STA, check out this idea that is soon to be released for a stand-alone STA license/subscription due out in February 2025: Make Speech and Text Analytics as an | Genesys Cloud Ideas Portal

As for 3rd-party, you have choices in Google, Cresta, Shelf, and others depending on what you are looking for  

Hi everyone,

As a Genesys partner, I'm working with a client using a GC CX2-Digital license. We're aiming to implement Co-pilot and virtual agents for voice calls.

We know that Speech and Text Analytics is essential for voice transcription and analysis. However, we're unsure about the role of WEM in this setup.

Specifically, we want to know:

• Is the Genesys Cloud WEM add-on required to utilize Co-pilot on voice calls to process real-time the transcription and suggest next actions such canned responses with our CX2-Digital license?
• Is the Genesys Cloud WEM add-on required to utilize Virtual Agent on voice calls to process real-time the transcription and understand customer intents to automatically execute the related action on IVR Bot with our CX2-Digital license?

If so, then we're also looking for cost-effective alternatives to the WEM add-on, which includes Speech and Text Analytics. Are there any alternative solutions or configurations within Genesys Cloud that allow us to utilize voice transcription services with Co-pilot and virtual agents without needing the full WEM add-on?

We're keen to understand all our options before committing to a specific solution. Any advice or insights from the community would be highly appreciated!

Thanks,
Orhun

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Orhun Sahin
Software Development Engineer
------------------------------

@Leor Grebler or @Sean Rooney, do you have some comments on this or clarifications.  I know the STA Add-on is in flux.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 12-03-2024 03:14
From: Orhun Sahin
Subject: Co-pilot, Virtual Agents, and Voice Transcription with CX2-Digital - Alternatives to WEM?

Hi Robert,

Thank you for your helpful responses! It's great to hear that Genesys plans to offer a stand-alone Speech and Text Analytics (STA) option soon. This will be beneficial for customers who need STA capabilities without requiring the full WEM suite.

Based on your replies and the AI Experience token documentation, I understand the following:

• Agent Co-pilot: Voice transcription for Agent Co-pilot will be included in the AI Experience tokens. With a named license requiring 40 tokens per seat at £0.70 per token, the cost for each coordinator using Agent Co-pilot would be £28. This aligns with the static price of "Genesys Cloud CX AI Experience for Digital (per agent)" in the legacy pricing model.
• Virtual Agent: The pricing document states 1 token per 2 sessions, effectively costing £0.35 per interaction. For our client with 50-60k inbound calls per month, this translates to roughly £20,000 per month, which seems quite high.

Feedback:

I believe the official documentation could be clearer regarding Agent Co-pilot and Virtual Agent, especially concerning:

• Consistent Naming: There are different terms used (e.g., Agent Assist, Agent Co-pilot) which can cause confusion.
• Pricing Clarity: Including sample calculations with various scenarios would help clarify the pricing model.
• Admin UI Consistency: The Admin UI has different names for permissions, billing, and configuration menus (e.g., "Assistants" and "Co-pilots"), which can be confusing. It seems Genesys recently renamed Agent Assist to Agent Co-pilot, but the UI hasn't been fully updated to reflect this change.

Clearer documentation would greatly assist partners and customers in understanding and implementing these AI-powered features effectively.

Thanks again for your time!

Best regards,

------------------------------
Orhun Sahin
Software Development Engineer

Original Message:
Sent: 12-02-2024 17:08
From: Robert Wakefield-Carl
Subject: Co-pilot, Virtual Agents, and Voice Transcription with CX2-Digital - Alternatives to WEM?

Let me answer the questions first.

WEM is not required for CoPilot and transcription is included if you add CoPilot AI Tokens.  This will include surfacing of knowledge, AI highlighting and summarization of articles, knowledge intents, wrap-up summary, summarization, and a few other cool features of CoPilot

Virtual Agent is part of the AI Experience Tokens, but billed separately from CoPilot or WEM  Genesys Cloud AI Experience tokens metering and pricing - Genesys Cloud Resource Center

If you are looking at STA, check out this idea that is soon to be released for a stand-alone STA license/subscription due out in February 2025: Make Speech and Text Analytics as an | Genesys Cloud Ideas Portal

As for 3rd-party, you have choices in Google, Cresta, Shelf, and others depending on what you are looking for  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 12-02-2024 11:30
From: Orhun Sahin
Subject: Co-pilot, Virtual Agents, and Voice Transcription with CX2-Digital - Alternatives to WEM?

Hi everyone,

As a Genesys partner, I'm working with a client using a GC CX2-Digital license. We're aiming to implement Co-pilot and virtual agents for voice calls.

We know that Speech and Text Analytics is essential for voice transcription and analysis. However, we're unsure about the role of WEM in this setup.

Specifically, we want to know:

• Is the Genesys Cloud WEM add-on required to utilize Co-pilot on voice calls to process real-time the transcription and suggest next actions such canned responses with our CX2-Digital license?
• Is the Genesys Cloud WEM add-on required to utilize Virtual Agent on voice calls to process real-time the transcription and understand customer intents to automatically execute the related action on IVR Bot with our CX2-Digital license?

If so, then we're also looking for cost-effective alternatives to the WEM add-on, which includes Speech and Text Analytics. Are there any alternative solutions or configurations within Genesys Cloud that allow us to utilize voice transcription services with Co-pilot and virtual agents without needing the full WEM add-on?

We're keen to understand all our options before committing to a specific solution. Any advice or insights from the community would be highly appreciated!

Thanks,
Orhun

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Orhun Sahin
Software Development Engineer
------------------------------

Thanks so much for the feedback here!

We're working to add more consistency as we evolve the product towards Agent Copilot (from Agent Assist). A fair usage transcription allocation is provided with Agent Copilot. There are a few scenarios pointed out here:

https://help.mypurecloud.com/articles/billing-scenarios-for-genesys-agent-copilot/

If you use other features of STA, it triggers a WEM Add-On.

There should be more about STA Add-On coming soon.

Super helpful feedback for us to look at when creating new documentation and UX so do keep it coming!

Sincerely,

Leor

------------------------------
Leor Grebler, Principal Product Manager - Voice Transcription
leor.grebler@genesys.com
Genesys - Employees

Original Message:
Sent: 12-03-2024 14:29
From: Robert Wakefield-Carl
Subject: Co-pilot, Virtual Agents, and Voice Transcription with CX2-Digital - Alternatives to WEM?

@Leor Grebler or @Sean Rooney, do you have some comments on this or clarifications.  I know the STA Add-on is in flux.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 12-03-2024 03:14
From: Orhun Sahin
Subject: Co-pilot, Virtual Agents, and Voice Transcription with CX2-Digital - Alternatives to WEM?

Hi Robert,

Thank you for your helpful responses! It's great to hear that Genesys plans to offer a stand-alone Speech and Text Analytics (STA) option soon. This will be beneficial for customers who need STA capabilities without requiring the full WEM suite.

Based on your replies and the AI Experience token documentation, I understand the following:

• Agent Co-pilot: Voice transcription for Agent Co-pilot will be included in the AI Experience tokens. With a named license requiring 40 tokens per seat at £0.70 per token, the cost for each coordinator using Agent Co-pilot would be £28. This aligns with the static price of "Genesys Cloud CX AI Experience for Digital (per agent)" in the legacy pricing model.
• Virtual Agent: The pricing document states 1 token per 2 sessions, effectively costing £0.35 per interaction. For our client with 50-60k inbound calls per month, this translates to roughly £20,000 per month, which seems quite high.

Feedback:

I believe the official documentation could be clearer regarding Agent Co-pilot and Virtual Agent, especially concerning:

• Consistent Naming: There are different terms used (e.g., Agent Assist, Agent Co-pilot) which can cause confusion.
• Pricing Clarity: Including sample calculations with various scenarios would help clarify the pricing model.
• Admin UI Consistency: The Admin UI has different names for permissions, billing, and configuration menus (e.g., "Assistants" and "Co-pilots"), which can be confusing. It seems Genesys recently renamed Agent Assist to Agent Co-pilot, but the UI hasn't been fully updated to reflect this change.

Clearer documentation would greatly assist partners and customers in understanding and implementing these AI-powered features effectively.

Thanks again for your time!

Best regards,

------------------------------
Orhun Sahin
Software Development Engineer

Original Message:
Sent: 12-02-2024 17:08
From: Robert Wakefield-Carl
Subject: Co-pilot, Virtual Agents, and Voice Transcription with CX2-Digital - Alternatives to WEM?

Let me answer the questions first.

WEM is not required for CoPilot and transcription is included if you add CoPilot AI Tokens.  This will include surfacing of knowledge, AI highlighting and summarization of articles, knowledge intents, wrap-up summary, summarization, and a few other cool features of CoPilot

Virtual Agent is part of the AI Experience Tokens, but billed separately from CoPilot or WEM  Genesys Cloud AI Experience tokens metering and pricing - Genesys Cloud Resource Center

If you are looking at STA, check out this idea that is soon to be released for a stand-alone STA license/subscription due out in February 2025: Make Speech and Text Analytics as an | Genesys Cloud Ideas Portal

As for 3rd-party, you have choices in Google, Cresta, Shelf, and others depending on what you are looking for  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 12-02-2024 11:30
From: Orhun Sahin
Subject: Co-pilot, Virtual Agents, and Voice Transcription with CX2-Digital - Alternatives to WEM?

Hi everyone,

As a Genesys partner, I'm working with a client using a GC CX2-Digital license. We're aiming to implement Co-pilot and virtual agents for voice calls.

We know that Speech and Text Analytics is essential for voice transcription and analysis. However, we're unsure about the role of WEM in this setup.

Specifically, we want to know:

• Is the Genesys Cloud WEM add-on required to utilize Co-pilot on voice calls to process real-time the transcription and suggest next actions such canned responses with our CX2-Digital license?
• Is the Genesys Cloud WEM add-on required to utilize Virtual Agent on voice calls to process real-time the transcription and understand customer intents to automatically execute the related action on IVR Bot with our CX2-Digital license?

If so, then we're also looking for cost-effective alternatives to the WEM add-on, which includes Speech and Text Analytics. Are there any alternative solutions or configurations within Genesys Cloud that allow us to utilize voice transcription services with Co-pilot and virtual agents without needing the full WEM add-on?

We're keen to understand all our options before committing to a specific solution. Any advice or insights from the community would be highly appreciated!

Thanks,
Orhun

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Orhun Sahin
Software Development Engineer
------------------------------