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  • 1.  Does Supervisor Copilot AI Insights Use Tokens If Agent Copilot Is Already Enabled?

    Posted 2 hours ago

    Hi everyone,

    I have a question regarding Supervisor Copilot AI summaries and insights in Genesys Cloud.

    Our organisation already has Agent Copilot enabled, and my understanding is that the AI processing used for Agent Copilot is already covered as part of that capability.

    I've been advised that if Agent Copilot is enabled, then Supervisor Copilot summaries and insights may not consume additional AI tokens, as they can rely on the same underlying AI processing. 

    Could anyone confirm if this is the correct behaviour?

    Specifically:

    • If an organisation already has Agent Copilot enabled, do Supervisor Copilot AI summaries and insights still consume tokens?
    • Or are they effectively covered by the Agent Copilot capability?

    Just trying to understand the token consumption model before enabling this more broadly for supervisors.

    Thanks in advance!


    #AICopilot(Agent,SupervisorAdmin)

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    Phaneendra
    Technical Solutions Consultant
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  • 2.  RE: Does Supervisor Copilot AI Insights Use Tokens If Agent Copilot Is Already Enabled?

    Posted 2 hours ago

    Hi Phaneendra,

    Great question, this is something that can be a bit confusing depending on how the features are configured.

    From what I've seen in real implementations:

    If Agent Copilot is enabled and actively generating summaries, Supervisor Copilot can leverage that same processing. In this scenario, the summaries and insights used by supervisors are based on the outputs already generated by Agent Copilot, meaning they do not consume additional AI tokens.

    However, there's an important nuance:

    • If summaries/insights are being generated independently by Supervisor Copilot (without Agent Copilot generating them first), then AI tokens will be consumed normally (e.g., following the 50 summaries per token model).
    • If Agent Copilot is already generating those summaries during the interaction, Supervisor Copilot is essentially reusing that intelligence, avoiding extra consumption.

    In practice, what we usually recommend (and have validated with clients like DM Card and Agibank) is:

    • Ensure Agent Copilot summaries are enabled and consistently used

    • Then allow supervisors to consume those same summaries via Supervisor Copilot

    • This maximizes value while keeping token usage optimized

    Hope this helps!

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

    AI Summary and Insights: 50 AI summaries/insights per token. However, if you enable Agent Copilot simultaneously, then Supervisor Copilot summaries and insights do not consume tokens and instead rely on Agent Copilot functionality.



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    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
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    Original Message


  • 3.  RE: Does Supervisor Copilot AI Insights Use Tokens If Agent Copilot Is Already Enabled?

    Posted an hour ago

    Hey Phaneendra

    From this article it mentions the following; 

    AI Summary and Insights

    50 AI summaries/insights per token. However, if you enable Agent Copilot simultaneously, then Supervisor Copilot summaries and insights do not consume tokens and instead rely on Agent Copilot functionality.

    I guess in terms of usage for Supervisors, you'd want to consider how many Summaries might they review over a month vs giving them a licence.  For the same value, a supervisor could view 2,000 summaries (40 tokens).   Provided they're not call taking, or don't require a Copilot licence, and lets say they only review ~500 summaries a month, it'd be cheaper to not give them Copilot.  But i guess it comes down to what their role requires them to do and how you intend to use Copilot across your contact centre.



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    Robert Niblock
    Contact Centre Technology Analyst
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    Original Message


  • 4.  RE: Does Supervisor Copilot AI Insights Use Tokens If Agent Copilot Is Already Enabled?

    Posted an hour ago

    Thanks for the detailed explanation, that helps clarify things.

    So if I understand correctly:

    • If Agent Copilot is enabled and generating summaries, then Supervisor Copilot can reuse those summaries and insights without consuming additional AI tokens.
    • But if Supervisor Copilot generates summaries independently, then the normal token consumption model (50 summaries/insights per token) applies.

    In our case, we already have Agent Copilot enabled, so the plan would be to ensure Agent Copilot summaries are active and then allow supervisors to leverage those summaries through Supervisor Copilot.

    That seems like a good way to get value from the insights without increasing token usage.

    Appreciate you sharing the real implementation examples as well.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


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