Genesys Cloud - Main

For a few years now, Genesys has had "Genesys Cloud Agent Copilot," but get excited because at the end of April 2026, a new Copilot is releasing...and it's all for admins and supervisors. Product Marketing Director, Allison Castelot, shows us the demo of this new feature called "Genesys Cloud Copilot" and all the benefits you can expect from this tool. Hint: It means less work for you!

Chapters: 

0:00 - 1:15: Intro

1:16 - 11:08: Genesys Cloud Copilot Demo

11:09 - 11:30: Outro

#CommunityVideos(TAM,QA,etc.)

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Nicole Milliken
Senior Online Community Video Specialist
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When will the needed permissions be available to assign? I looked today and they are not there.

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Mark Whitchurch
Senior Engineer
IHG Hotels & Resorts
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Hi Mark, 

GC Copilot is available in all regions as of the end of last week so you should be able to see and assign the permissions at this point.

Thanks,

Maciej

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Maciej Dabrowski
Chief Data Scientist
------------------------------

Original Message:
Sent: 04-28-2026 12:20
From: Mark Whitchurch
Subject: New Q&A Show, New Genesys Cloud Copilot!

When will the needed permissions be available to assign? I looked today and they are not there.

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Mark Whitchurch
Senior Engineer
IHG Hotels & Resorts
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thank you

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Christophe Godde
Services Engagement Director
------------------------------

Original Message:
Sent: 05-06-2026 09:39
From: Maciej Dabrowski
Subject: New Q&A Show, New Genesys Cloud Copilot!

Hi Mark, 

GC Copilot is available in all regions as of the end of last week so you should be able to see and assign the permissions at this point.

Thanks,

Maciej

------------------------------
Maciej Dabrowski
Chief Data Scientist
------------------------------


Original Message:
Sent: 04-28-2026 12:20
From: Mark Whitchurch
Subject: New Q&A Show, New Genesys Cloud Copilot!

When will the needed permissions be available to assign? I looked today and they are not there.

------------------------------
Mark Whitchurch
Senior Engineer
IHG Hotels & Resorts

Hey @Mark Whitchurch - this article should have what you need! https://help.genesys.cloud/articles/enable-genesys-cloud-copilot/ 

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Allison Castelot
Product Marketing Director
------------------------------

Original Message:
Sent: 04-28-2026 12:20
From: Mark Whitchurch
Subject: New Q&A Show, New Genesys Cloud Copilot!

When will the needed permissions be available to assign? I looked today and they are not there.

------------------------------
Mark Whitchurch
Senior Engineer
IHG Hotels & Resorts
------------------------------

thank you

------------------------------
Christophe Godde
Services Engagement Director
------------------------------

Original Message:
Sent: 04-28-2026 12:20
From: Mark Whitchurch
Subject: New Q&A Show, New Genesys Cloud Copilot!

When will the needed permissions be available to assign? I looked today and they are not there.

------------------------------
Mark Whitchurch
Senior Engineer
IHG Hotels & Resorts
------------------------------

This is incredible. Such a powerful tool that will level up all user types capabilities.

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Chantelle Fraser
Senior CX Advisory Consultant
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Great video! I just have one question: in the audit logs, will there be a way to identify that a specific action was performed by Copilot?

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Elisson Fernandes
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Hey Mark and Elisson! I have sent these questions to Allison herself! She's out today but will get you an answer when she returns. Thanks for holding tight! 

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Nicole Milliken
Senior Online Community Video Specialist
------------------------------

Original Message:
Sent: 04-29-2026 13:02
From: Elisson Fernandes
Subject: New Q&A Show, New Genesys Cloud Copilot!

Great video! I just have one question: in the audit logs, will there be a way to identify that a specific action was performed by Copilot?

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Elisson Fernandes
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Hi Elisson, from my testing, the actions carried out by Copilot are done effectively on behalf of the logged in user, so the audit entries will show the actions being done by whichever user asked Copilot to do something.  I don't see anything that specifically identifies it as being done via Copilot.  This is a useful question though as it would be good for billing and auditing checks to be able to see who uses it and for what.

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Vaun McCarthy
------------------------------

Original Message:
Sent: 04-29-2026 13:02
From: Elisson Fernandes
Subject: New Q&A Show, New Genesys Cloud Copilot!

Great video! I just have one question: in the audit logs, will there be a way to identify that a specific action was performed by Copilot?

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Elisson Fernandes
------------------------------

That is correct. For billing / usage, we are planning to a release a comprehensive usage dashboard late June / early July that will show the usage of Actions, AI Agents and top users. 

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Maciej Dabrowski
Chief Data Scientist
------------------------------

Original Message:
Sent: 04-29-2026 17:00
From: Vaun McCarthy
Subject: New Q&A Show, New Genesys Cloud Copilot!

Hi Elisson, from my testing, the actions carried out by Copilot are done effectively on behalf of the logged in user, so the audit entries will show the actions being done by whichever user asked Copilot to do something.  I don't see anything that specifically identifies it as being done via Copilot.  This is a useful question though as it would be good for billing and auditing checks to be able to see who uses it and for what.

------------------------------
Vaun McCarthy
------------------------------


Original Message:
Sent: 04-29-2026 13:02
From: Elisson Fernandes
Subject: New Q&A Show, New Genesys Cloud Copilot!

Great video! I just have one question: in the audit logs, will there be a way to identify that a specific action was performed by Copilot?

------------------------------
Elisson Fernandes

I love this feature! As an admin working on various tasks, sometimes you just need that little bit of extra information to solve what you're working on.  

Will there potentially be any future features to this that can limit the number of "AI Token" tasks that Supervisors and Admins can use, or to purely lock it down to Knowledge actions?  I think a challenge some of us will face is providing access to Supervisors who might go all out using it and end up spending a large volume of tokens.  I think if Admins could restrict the number of actions which contribute to AI Experience token usage, it could help us better control it's usage. 

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Robert Niblock
Contact Centre Technology Analyst
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Hey Robert - yes more configuration options on the way very soon to support this exact use case! 

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Allison Castelot
Product Marketing Director
------------------------------

Original Message:
Sent: 04-29-2026 21:04
From: Robert Niblock
Subject: New Q&A Show, New Genesys Cloud Copilot!

I love this feature! As an admin working on various tasks, sometimes you just need that little bit of extra information to solve what you're working on.  

Will there potentially be any future features to this that can limit the number of "AI Token" tasks that Supervisors and Admins can use, or to purely lock it down to Knowledge actions?  I think a challenge some of us will face is providing access to Supervisors who might go all out using it and end up spending a large volume of tokens.  I think if Admins could restrict the number of actions which contribute to AI Experience token usage, it could help us better control it's usage. 

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Robert Niblock
Contact Centre Technology Analyst
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Great new feature. 

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David Betoni
Principal PS Consultant
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Really great presentation.

Will there be a list of AI feature available?

 Would be great to know what it can do as I'm already thinking of things I would like to see Co pilot do and can post some idea's moving forward 

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Tom Corsi
Voice Analyst
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Just thought of a question . will you be able to set it up so it can just be used for enquires and not for changes even if the user has the ability to make changes .

AKA to start with say I  wanted to give it to a member of the Realtime time but just to get information not for them to make changes , can I do that or is it a case of it just adapts to you permissions only ?

Does that make sense or am I waffling ?

------------------------------
Tom Corsi
Voice Analyst
------------------------------

Original Message:
Sent: 05-06-2026 05:30
From: Tom Corsi
Subject: New Q&A Show, New Genesys Cloud Copilot!

Really great presentation.

Will there be a list of AI feature available?

 Would be great to know what it can do as I'm already thinking of things I would like to see Co pilot do and can post some idea's moving forward 

------------------------------
Tom Corsi
Voice Analyst
------------------------------

@Tom Corsi I think I follow - more configurations and permissions are on the way very soon so you'll be able to control who can do what in GC Copilot.

But as a foundational principle, GC Copilot will not take an action or make a change that the user themselves cannot make. So the new controls will be about, essentially, who can use GC Copilot to take an AI action (which uses (fractions of) AI tokens). That piece will be more confirgurable soon.

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Original Message:
Sent: 05-06-2026 06:02
From: Tom Corsi
Subject: New Q&A Show, New Genesys Cloud Copilot!

Just thought of a question . will you be able to set it up so it can just be used for enquires and not for changes even if the user has the ability to make changes .

AKA to start with say I  wanted to give it to a member of the Realtime time but just to get information not for them to make changes , can I do that or is it a case of it just adapts to you permissions only ?

Does that make sense or am I waffling ?

------------------------------
Tom Corsi
Voice Analyst
------------------------------


Original Message:
Sent: 05-06-2026 05:30
From: Tom Corsi
Subject: New Q&A Show, New Genesys Cloud Copilot!

Really great presentation.

Will there be a list of AI feature available?

 Would be great to know what it can do as I'm already thinking of things I would like to see Co pilot do and can post some idea's moving forward 

------------------------------
Tom Corsi
Voice Analyst

Thanks @Allison Castelot. Yes that makes sense looks forward to the upcoming changes. Initially I would like to give it to some people where they can use it for referencing purposes first without the worry of them spending tokens until we are ready for them to start using that feature.

------------------------------
Tom Corsi
Voice Analyst
------------------------------

Original Message:
Sent: 05-06-2026 10:04
From: Allison Castelot
Subject: New Q&A Show, New Genesys Cloud Copilot!

@Tom Corsi I think I follow - more configurations and permissions are on the way very soon so you'll be able to control who can do what in GC Copilot.

But as a foundational principle, GC Copilot will not take an action or make a change that the user themselves cannot make. So the new controls will be about, essentially, who can use GC Copilot to take an AI action (which uses (fractions of) AI tokens). That piece will be more confirgurable soon.

------------------------------
Allison Castelot
Product Marketing Director
------------------------------


Original Message:
Sent: 05-06-2026 06:02
From: Tom Corsi
Subject: New Q&A Show, New Genesys Cloud Copilot!

Just thought of a question . will you be able to set it up so it can just be used for enquires and not for changes even if the user has the ability to make changes .

AKA to start with say I  wanted to give it to a member of the Realtime time but just to get information not for them to make changes , can I do that or is it a case of it just adapts to you permissions only ?

Does that make sense or am I waffling ?

------------------------------
Tom Corsi
Voice Analyst


Original Message:
Sent: 05-06-2026 05:30
From: Tom Corsi
Subject: New Q&A Show, New Genesys Cloud Copilot!

Really great presentation.

Will there be a list of AI feature available?

 Would be great to know what it can do as I'm already thinking of things I would like to see Co pilot do and can post some idea's moving forward 

------------------------------
Tom Corsi
Voice Analyst

hey @Tom Corsi - this link should get you right to the list of AI agents available now - many more on the way. https://help.genesys.cloud/409279/#work-with-ai-agents we'd love to have your ideas on the ideas portal! 

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Original Message:
Sent: 05-06-2026 05:30
From: Tom Corsi
Subject: New Q&A Show, New Genesys Cloud Copilot!

Really great presentation.

Will there be a list of AI feature available?

 Would be great to know what it can do as I'm already thinking of things I would like to see Co pilot do and can post some idea's moving forward 

------------------------------
Tom Corsi
Voice Analyst
------------------------------

Hi @Tom Corsi, you can have a look at the list of available AI Agents documented here: https://help.genesys.cloud/409279/#work-with-ai-agents

Please add any product ideas to the Aha ideas space: https://genesyscloud.ideas.aha.io/?project=EPGCC

Thank you for your interest in this product!

Maciej

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Maciej Dabrowski
Chief Data Scientist
------------------------------

Original Message:
Sent: 05-06-2026 05:30
From: Tom Corsi
Subject: New Q&A Show, New Genesys Cloud Copilot!

Really great presentation.

Will there be a list of AI feature available?

 Would be great to know what it can do as I'm already thinking of things I would like to see Co pilot do and can post some idea's moving forward 

------------------------------
Tom Corsi
Voice Analyst
------------------------------

Thanks @Maciej Dabrowski I will see if I can find where to add my idea's.

Also is there a cap to how many changes co pilot can make in one got . Aka is there a max number of agents you can add a queue to in 1 go ?

------------------------------
Tom Corsi
Voice Analyst
------------------------------

Original Message:
Sent: 05-08-2026 05:48
From: Maciej Dabrowski
Subject: New Q&A Show, New Genesys Cloud Copilot!

Hi @Tom Corsi, you can have a look at the list of available AI Agents documented here: https://help.genesys.cloud/409279/#work-with-ai-agents

Please add any product ideas to the Aha ideas space: https://genesyscloud.ideas.aha.io/?project=EPGCC

Thank you for your interest in this product!

Maciej

------------------------------
Maciej Dabrowski
Chief Data Scientist
------------------------------


Original Message:
Sent: 05-06-2026 05:30
From: Tom Corsi
Subject: New Q&A Show, New Genesys Cloud Copilot!

Really great presentation.

Will there be a list of AI feature available?

 Would be great to know what it can do as I'm already thinking of things I would like to see Co pilot do and can post some idea's moving forward 

------------------------------
Tom Corsi
Voice Analyst

Might be a bit niche but would really like to see a native terminal\CLI version of this in the future. For those of us who prefer working on the command line (Hopefully I'm not alone!) 

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Savino Ricci
Senior Technical Consultant
------------------------------

Will the Copilot have a feature to suggest feedback based on an answer?

This morning I was looking more into the new STT v4 engine and I figured I'd ask Copilot.  It only mentioned in it's response, v1,2 and 3, but nothing about v4.  However the article it referred me to, has brief information on v4.  

I suggested to it that the information about the new engine is on the page, but it said that information wasn't in it's search results.  

Just wondering with things it cant help with, does Genesys take these queries to improve it, or is there anything as users we can do to help?

Thanks :D

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Robert Niblock
Contact Centre Technology Analyst
------------------------------

Original Message:
Sent: 05-06-2026 11:45
From: Savino Ricci
Subject: New Q&A Show, New Genesys Cloud Copilot!

Might be a bit niche but would really like to see a native terminal\CLI version of this in the future. For those of us who prefer working on the command line (Hopefully I'm not alone!) 

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Savino Ricci
Senior Technical Consultant
------------------------------

Hi @Robert Niblock, at the moment you can use the standard channels for feature and improvement ideas (ideas portal) and providing feedback on unusual behaviour. We are considering adding in-product feedback mechanism, it would help if you could add any specific ideas to the ideas portal, please.

Thank you for your feedback on the product, we really appreciate it!

Maciej

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Maciej Dabrowski
Chief Data Scientist
------------------------------

Original Message:
Sent: 05-06-2026 22:23
From: Robert Niblock
Subject: New Q&A Show, New Genesys Cloud Copilot!

Will the Copilot have a feature to suggest feedback based on an answer?

This morning I was looking more into the new STT v4 engine and I figured I'd ask Copilot.  It only mentioned in it's response, v1,2 and 3, but nothing about v4.  However the article it referred me to, has brief information on v4.  

I suggested to it that the information about the new engine is on the page, but it said that information wasn't in it's search results.  

Just wondering with things it cant help with, does Genesys take these queries to improve it, or is there anything as users we can do to help?

Thanks :D

------------------------------
Robert Niblock
Contact Centre Technology Analyst
------------------------------


Original Message:
Sent: 05-06-2026 11:45
From: Savino Ricci
Subject: New Q&A Show, New Genesys Cloud Copilot!

Might be a bit niche but would really like to see a native terminal\CLI version of this in the future. For those of us who prefer working on the command line (Hopefully I'm not alone!) 

------------------------------
Savino Ricci
Senior Technical Consultant

Hi @Savino Ricci, it is a very interesting idea. If possible, could you please add it to the ideas portal (https://genesyscloud.ideas.aha.io/?project=EPGCC) and provide more details on your use case? 

------------------------------
Maciej Dabrowski
Chief Data Scientist
------------------------------

Original Message:
Sent: 05-06-2026 11:45
From: Savino Ricci
Subject: New Q&A Show, New Genesys Cloud Copilot!

Might be a bit niche but would really like to see a native terminal\CLI version of this in the future. For those of us who prefer working on the command line (Hopefully I'm not alone!) 

------------------------------
Savino Ricci
Senior Technical Consultant
------------------------------

 This will be awesome to have :D

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Arthur Gomes
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I already opened a ticket on this, but has anyone else noticed when using it that your question often gets moved below the answer? I've seen it in both the desktop app and browser.

Is there a centralized location to report bugs/improvements?

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Mark Whitchurch
Senior Engineer
IHG Hotels & Resorts
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This feature is fantastic. I hope to learn more soon

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Juliano De Paiva
Genesys Analyst
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very nice !! 

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Christophe Godde
Services Engagement Director
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This new Copilto feature will be very helpful in the areas we're using here in Brazil; it will be a great help.

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Victor Soares
Gerente técnico
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