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  • 1.  Virtual Agent Value Proposition

    Posted 11-04-2024 16:17
    Edited by Anton Vroon 11-04-2024 16:19
    No replies, thread closed.
    I'm trying to wrap my head around the costing for Virtual Agent
    2 sessions per token, where each interaction that goes through the virtual agent is 1 or more session. Lets be generous and say 1 session per call. 1$ USD for 1 Token
    1,000,000 interactions a year that you want to provide virtual agent capability for, that is $500,000, which seems really steep compared to the other AI features in Genesys. - And yes I understand it is free for a limited time.
     
    Especially since this is a new product, and what we have right now is only, ok.
     
    So what do we get?
    Generate intents and utterances. This should be free, and not tied to Virtual Agent. I can use any LLM like ChatGPT, ChatSonic or Claude for free to generate phrases for multiple intents at the same time, and I just need to copy and paste it over, so a minor addition to remove the copy paste. 
    Other LLMs like Claude do a much better job of it, able to build upon the phrases generated, I was genuinely impressed with it's ability to localize the phrases to NZ using colloquialisms and even Te Reo in places. Tried the same with Genesys utterances, and it wasn't even close.
    Yes Claude is a top tier LLM, but the point being it is free and more capable, so paying for this at this price for Genesys seems a bit much.
     
    Now yes Virtual Agent has other capabilities, but so does Claude which can also generate and modify and error check call flows as a YAML file that can be uploaded with Archy, for free, I've only done really basic stuff with that but it will get better.
     
    What else?
    Auto wrap up codes - we could do with Data Actions already so minor improvement
     
    So what we are really paying for is:
    Knowledge highlight
    Knowledge generation based on Knowledge articles
    Conversation Summary - While with Virtual Agent
     
    I understand more is coming for Virtual agent, But I'm just wondering is that worth it at that price tag? 
    Hoping that maybe someone can convince me there is a good ROI here that I'm not seeing.
    I am excited about the use of AI, but I'm just not loving this one yet,


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Anton Vroon
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  • 2.  RE: Virtual Agent Value Proposition

    Posted 11-04-2024 17:39
    No replies, thread closed.

    I concur, some of the recent add-ons that have come with an added cost or increased cost make it a bit difficult to justify or adopt without just filling with promises of future development or improvements.  Even more so when a lot of the longer-term GC customers were convinced to get on board with GC3 because they believed that for the most part was the top-tier and would cover things along with the fair usage stuff.  Now there's been Copilot, Automation, WFM features come out that are over and above GC3 meaning for large contact centres it gets to be a very hard discussion and decision.  When you start to take into account GC customers that potentially also have Salesforce or another CRM it's not unheard of for per agent total cost to approach $600-$1000 per month (in local currency) When looking at contact centres with agent counts in the thousands, that all starts to look a bit painful :)

    I wonder if Genesys have contemplated the thought of a GC4 tier? ;)



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    Vaun McCarthy
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  • 3.  RE: Virtual Agent Value Proposition
    Best Answer

    Posted 11-05-2024 16:50
    No replies, thread closed.

    Hey Vaun and Anton,

    Thank you for the feedback. I unfortunately don't have any information on any upcoming billing / pricing changes at the moment. I do know that we have a lot of development going into improving the AI orchestrated experience.

    I'm going to keep an eye on and will let you know if I have any news.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 4.  RE: Virtual Agent Value Proposition

    Posted 11-05-2024 18:21
    No replies, thread closed.

    Thanks Jason,

    I'm more looking for someone to explain the value proposition, like why is this feature worth that much, or have I got my calculation wrong? Because based on what we get, compared to other LLMs, and what we can already do today with data actions, bot intents and setting participant data etc. I'm just not understanding the value for cost here, and genuinely want to understand that price justification, because either I am missing something, or the price is way too much, and I am willing to assume I'm missing something here.



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    Anton Vroon
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    Original Message


  • 5.  RE: Virtual Agent Value Proposition

    Posted 12-02-2024 18:04
    No replies, thread closed.

    Now that Virtual Agent has been out a bit longer, and we have a few new features out. Has anyone's opinions changed on VA.

    This week we are getting Article Summarization and Improved slot filling using LLMs (though would love to see this in the base product, especially for voice bots)

    How are people feeling about the value of VA now, is it worth the cost that is being asked for? 

    For me, personally, still seems really high cost for what we get to me at least. Maybe the future state might be worth the cost, but also feels like if I just want to do some phrase generation for Intents, that is way to much to ask, and is all in or nothing. 



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    Anton Vroon
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  • 6.  RE: Virtual Agent Value Proposition

    Posted 12-03-2024 03:42
    No replies, thread closed.

    Hi Anton, I totally agree with you on this one!

    First off, I want to express my appreciation for the Genesys DEV team and the incredible work they've put into creating the Virtual Agent. It's a powerful tool with huge potential for transforming customer service.

    While the idea behind Virtual Agents great and meant to reduce costs by handling calls that would otherwise go to human agents, the current pricing model seems counterintuitive, especially for high-volume scenarios.

    Here's our client's situation:

    • Receives roughly 60,000 inbound calls per month.
    • They're interested in using Virtual Agent to automate some of these calls and reduce agent workload.
    • Based on the current pricing (1 token per 2 sessions at £0.70 per token), this would cost them around £20,000 per month.

    This cost seems excessively high and defeats the purpose of using a Virtual Agent to reduce the cost of the operation. 



  • 7.  RE: Virtual Agent Value Proposition

    Posted 02-03-2025 18:14
    No replies, thread closed.

    I'm coming back to this with some focus based on a use case I have at a client.  I'm still struggling with the cost model and price tag here.  2 sessions per token @ $1 may seem ok, but as has been pointed out here, if you extrapolate that out into how many interactions you get during a day, this is a huge increase in cost over the digital bot pricing.

    If I run a handful of test sessions as part of development, very quickly I'm into double figures $$.  It would be a struggle for any reasonably busy contact centre to understand the "saving" here.

    Has anybody gone through the roll out of virtual agent from digital bots and can give real world experience feedback?



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    Vaun McCarthy
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