#ConversationalAI(Bots,AgentAssist,etc.)

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Anton Vroon
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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? ;)

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.

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.

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. 

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.