Genesys Cloud - Main

Hi Alistair,

Based on my understanding, Agent Copilot transcription is shared across the platform rather than each AI capability generating its own transcript.

This means features such as AI Summary & Insights and AI Scoring can leverage the existing transcript, so the interaction is not transcribed multiple times and does not consume an additional set of transcription minutes.

I also understand that if Agent Copilot generates the summary and insights for an interaction, those outputs can be reused by other AI capabilities rather than generating separate summaries for the same conversation.

The only area I'm still curious about is how transcription is configured for IVR, queue, and hold segments, as that appears to be influenced by transcription settings and suppression options.

Some resource links that may be helpful:

• Agent Copilot overview:

https://help.mypurecloud.com/articles/work-with-genesys-agent-copilot/

• AI Summary & Insights billing when Agent Copilot has already generated a summary:

https://help.mypurecloud.com/faqs/if-an-interaction-is-already-summarized-by-agent-copilot-will-i-be-charged-again-for-supervisor-copilot-ai-summary-insights/

• Community discussion on live voice transcription:

https://community.genesys.com/discussion/live-voice-transcription-native-or-copilot-only

I found these useful when trying to better understand how Agent Copilot transcription, summaries, AI Summary & Insights, and transcription consumption interact across the different AI capabilities.

Hope this helps.

Hi Alistair,

Based on my understanding, Agent Copilot transcription is shared across the platform rather than each AI capability generating its own transcript.

This means features such as AI Summary & Insights and AI Scoring can leverage the existing transcript, so the interaction is not transcribed multiple times and does not consume an additional set of transcription minutes.

I also understand that if Agent Copilot generates the summary and insights for an interaction, those outputs can be reused by other AI capabilities rather than generating separate summaries for the same conversation.

The only area I'm still curious about is how transcription is configured for IVR, queue, and hold segments, as that appears to be influenced by transcription settings and suppression options.

Thanks - really helpful.

I've since run a very basic test of my own and can at least confirm the IVR side: when Agent Copilot triggers transcription, the IVR portion of the call isn't transcribed. It only appears to kick in once the agent is connected.

Some resource links that may be helpful:

• Agent Copilot overview:

https://help.mypurecloud.com/articles/work-with-genesys-agent-copilot/

• AI Summary & Insights billing when Agent Copilot has already generated a summary:

https://help.mypurecloud.com/faqs/if-an-interaction-is-already-summarized-by-agent-copilot-will-i-be-charged-again-for-supervisor-copilot-ai-summary-insights/

• Community discussion on live voice transcription:

https://community.genesys.com/discussion/live-voice-transcription-native-or-copilot-only

I found these useful when trying to better understand how Agent Copilot transcription, summaries, AI Summary & Insights, and transcription consumption interact across the different AI capabilities.

Hope this helps.

Hi Alistair,

Based on my understanding, Agent Copilot transcription is shared across the platform rather than each AI capability generating its own transcript.

This means features such as AI Summary & Insights and AI Scoring can leverage the existing transcript, so the interaction is not transcribed multiple times and does not consume an additional set of transcription minutes.

I also understand that if Agent Copilot generates the summary and insights for an interaction, those outputs can be reused by other AI capabilities rather than generating separate summaries for the same conversation.

The only area I'm still curious about is how transcription is configured for IVR, queue, and hold segments, as that appears to be influenced by transcription settings and suppression options.