Genesys Cloud - Main

Hey, 

We want to use Automated scoring in our Org, I see that the AI Scoring is priced in Tokens (20 evaluations scored with AI scoring per token)

But I don't see any indication whether Evaluation assistance is using AI Tokens or included in the STA

My intuition is that it's not using AI Tokens but I'm not sure at all

Appreciate your answers

Thanks, and best regards,

#AIConfiguration
#WEM-Quality,WFM,Gamification,etc

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Shahar Leonard
Genesys Cloud Professional Certified
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Hi Shahar,

From my understanding, your interpretation looks correct.

AI Scoring is explicitly listed in the Genesys Cloud token model at 20 evaluations scored with AI Scoring per token.

Evaluation Assistance works differently - it uses Speech and Text Analytics topics/conditions to automatically select an answer when the configured topic conditions are met. I couldn't find Evaluation Assistance listed as a separate AI Experience Token consumption item in the current token model.

AI Scoring / Evaluation Assistance:
https://help.genesys.cloud/articles/automated-scoring-options-in-evaluation-forms/

Genesys Cloud token model:
https://help.genesys.cloud/articles/genesys-cloud-tokens-model/

So my understanding is that Evaluation Assistance itself does not consume the AI Scoring token rate, but you would still need the appropriate STA/WEM licensing and topic capabilities.

Hopefully someone from Genesys can confirm the licensing/billing side definitively.

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Phaneendra
Technical Solutions Consultant
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