# AI Tokens & Pricing

# Genesys PureCloud AI Tokens & Pricing Documentation

## Study Notes
| Topic | Description |
|---|---|
| Token Model | Consumption-based pricing for AI features |
| Monthly Allocation | 250 tokens for named users, 350 for concurrent users |
| Pricing | ~$1.00 per additional token beyond allocation |
| Consumption Tracking | Per-feature metering with detailed reporting |
| Fair Use Policy | Most customers covered by included allocation |
| Billing | Monthly renewal with no carryover |

---

## Navigation
Admin → Billing & Subscriptions → AI Experience Tokens
OR
Reports → Usage → AI Token Consumption

---

## AI Tokens Overview

Genesys Cloud implements a comprehensive token-based pricing model for AI features across CX 1-4 license tiers. The platform offers a suite of AI capabilities including Agent Copilot, AI Scoring, Translation, Virtual Agent services, predictive routing, and analytics with flexible consumption-based pricing.

Genesys Cloud AI Experience tokens help you monitor and manage feature consumption and offer flexibility for changing business needs. Tokenization in AI is a way to track AI engagement in real time by allocating fixed units of measurement to usage costs. This allows organizations to pay only for what they use, providing a scalable, cost-efficient way to integrate AI into operations.

### Default Token Allocations
- **Named User Model**: 250 tokens per user per month
- **Concurrent User Model**: 350 tokens per month
- **Organization Level**: Shared token pool across all users
- **Renewal**: Monthly renewal with no carryover
- **Additional Tokens**: Available at ~$1.00 per token (pricing varies by currency)

---

## Edition & Module Requirements

| Requirement | Details |
|---|---|
| Minimum Edition | All Genesys Cloud CX tiers include base tokens |
| Token Access | All CX 1-4 organizations receive default allocation |
| Ordering | New customers have access by default |
| Additional Tokens | Purchase through AppFoundry or Genesys representative |
| Billing | Included on monthly invoice with consumption tracking |

---

## Study Notes - Token Consumption by Feature
| Feature | Unit | Tokens Required | Use Case |
|---|---|---|---|
| Agent Copilot | Per user | 40-60/month | Real-time agent assistance |
| AI Scoring | Per evaluation | 1 token per 20 evals | Quality management |
| AI Translate | Per minute | 1 token per 100 min | Multilingual transcripts |
| Voice Bots | Per minute | 1 token per 17 min | IVR automation |
| Digital Bots | Per session | 1 token per 51 sess | Chat/messaging automation |
| Messaging | Per message | 1 token per 400 msg | Direct messaging channels |
| Social | Per post | 1 token per 400 post | Social media listening |
| Virtual Agent | Per session | 2 tokens per session | Autonomous conversation |
| Predictive Routing | Per interaction | Included | Agent routing optimization |
| Analytics | Per user | 30-45/month | Analytics access |

---

## Token Consumption Details

### Agent Copilot
- **Consumption**: 40-60 tokens per user per month
- **Factors Affecting**:
  - Interaction volume (more interactions = more tokens)
  - Knowledge article access frequency
  - AI feature usage intensity (summaries, wrap-up code suggestions)
  - Number of agents using Copilot
- **Example**: 100 agents with heavy Agent Copilot use = 4,000-6,000 tokens/month
- **Recommendation**: Budget 50 tokens per user as safe estimate

### AI Scoring (Virtual Supervisor)
- **Consumption**: 1 token per 20 evaluations
- **Calculation**:
  - 100 interactions/day × 20 working days = 2,000/month
  - 2,000 ÷ 20 = 100 tokens/month
- **Example**: Medium contact center (400 interactions/day) ≈ 400 tokens/month
- **Optimization**: Batch evaluations when possible

### AI Translate
- **Consumption**: 1 token per 100 minutes of transcript
- **Use Case**: Converting multilingual transcripts
- **Example**: 10 hours of multilingual review/month = ~6 tokens
- **Application**: Quality management, supervisor reviews

### Voice Bots
- **Consumption**: 1 token per 17 minutes
- **Calculation**:
  - 1,000 bot interactions × 5 min avg = 5,000 minutes
  - 5,000 ÷ 17 = ~294 tokens/month
- **Example**: Heavy bot deployment = 300-500 tokens/month
- **Optimization**: Improve bot deflection rate to reduce minutes

### Digital Bots
- **Consumption**: 1 token per 51 sessions
- **Calculation**:
  - 1,000 bot sessions/month = 1,000 ÷ 51 = ~20 tokens
- **Example**: Moderate chat bot use = 50-100 tokens/month
- **Optimization**: End sessions efficiently to reduce token use

### Messaging Channels
- **Consumption**: 1 token per 400 messages
- **Channels**: Facebook, Instagram, WhatsApp, X (Twitter), Apple Business Chat
- **Calculation**:
  - 10,000 messages/month = 10,000 ÷ 400 = 25 tokens
- **Example**: Multi-channel deployment = 100-500 tokens/month depending on volume
- **Optimization**: High-volume channels provide better token efficiency

### Social Media Listening & Responses
- **Consumption**: 1 token per 400 posts
- **Application**: Social listening and outbound responses
- **Calculation**:
  - 2,000 social posts/month = 2,000 ÷ 400 = 5 tokens
- **Example**: Active social presence = 50-200 tokens/month
- **Optimization**: Focus on highest-value channels

### Virtual Agent Sessions
- **Consumption**: 2 tokens per session
- **Session Definition**: Single customer interaction on any channel
- **Calculation**:
  - 100 virtual agent sessions/day × 20 days = 2,000 sessions
  - 2,000 × 2 = 4,000 tokens/month
- **Example**: High-volume automation = 2,000-5,000+ tokens/month
- **Optimization**: Improve automation rates to use fewer sessions

### Predictive Routing
- **Consumption**: Included (no token cost)
- **Benefit**: Available at no additional cost
- **Note**: Foundational AI feature included with platform

### Speech & Text Analytics
- **Consumption**: 30-45 tokens per user per month
- **Factors**: Licensing type (supervisory vs. analyst)
- **Typical Range**: 500-2,000 tokens/month depending on user count

### Predictive Engagement
- **Consumption**: No token charges
- **Note**: Included AI capability without token consumption

---

## Token Allocation Examples

### Small Contact Center (50 agents)
```
Configuration:
├─ Agent Copilot: 50 agents × 50 tokens = 2,500
├─ AI Scoring: ~200 interactions/day
│  └─ 200 × 20 days ÷ 20 = 200 tokens
├─ Messaging: ~500 messages/month
│  └─ 500 ÷ 400 = 2 tokens
└─ Virtual Agent: ~50 sessions/day
   └─ 50 × 20 × 2 = 2,000 tokens

Total Monthly: ~4,700 tokens
Included: 250 × 50 = 12,500 tokens
Overage: None (well under allocation)
Cost: $0 overage
```

### Mid-Market Center (200 agents)
```
Configuration:
├─ Agent Copilot: 200 agents × 55 tokens = 11,000
├─ AI Scoring: ~500 interactions/day
│  └─ 500 × 20 ÷ 20 = 500 tokens
├─ AI Translate: ~5 hours/month
│  └─ 300 min ÷ 100 = 3 tokens
├─ Messaging: ~5,000 messages/month
│  └─ 5,000 ÷ 400 = 13 tokens
├─ Voice Bots: ~1,000 interactions × 5 min
│  └─ 5,000 ÷ 17 = 294 tokens
└─ Virtual Agent: ~200 sessions/day
   └─ 200 × 20 × 2 = 8,000 tokens

Total Monthly: ~19,810 tokens
Included: 250 × 200 = 50,000 tokens
Overage: None
Cost: $0 overage
```

### Enterprise Center (1,000 agents)
```
Configuration:
├─ Agent Copilot: 1,000 agents × 50 tokens = 50,000
├─ AI Scoring: ~2,000 interactions/day
│  └─ 2,000 × 20 ÷ 20 = 2,000 tokens
├─ AI Translate: ~50 hours/month
│  └─ 3,000 min ÷ 100 = 30 tokens
├─ Messaging: ~50,000 messages/month
│  └─ 50,000 ÷ 400 = 125 tokens
├─ Voice Bots: ~5,000 interactions × 4 min
│  └─ 20,000 ÷ 17 = 1,176 tokens
├─ Digital Bots: ~10,000 sessions/month
│  └─ 10,000 ÷ 51 = 196 tokens
└─ Virtual Agent: ~1,000 sessions/day
   └─ 1,000 × 20 × 2 = 40,000 tokens

Total Monthly: ~93,527 tokens
Included: 250 × 1,000 = 250,000 tokens
Overage: None
Cost: $0 overage

Note: This enterprise center is well within allocation
even with heavy AI usage across all capabilities
```

---

## Token Consumption Monitoring

### Token Usage Dashboard
```
Organization Token Summary

Period: March 2026
Total Allocation: 50,000 tokens/month
Total Consumed: 19,810 tokens
Remaining: 30,190 tokens (60% available)
Usage Rate: 40%

Consumption by Feature:
├─ Agent Copilot: 11,000 tokens (55%)
├─ Virtual Agent: 8,000 tokens (40%)
├─ AI Scoring: 500 tokens (3%)
├─ Voice Bots: 294 tokens (1.5%)
├─ Messaging: 13 tokens (0.1%)
├─ AI Translate: 3 tokens (0.1%)
└─ Other: 0 tokens

Consumption Trends:
├─ Week 1: 4,500 tokens (15% of monthly)
├─ Week 2: 4,200 tokens (14% of monthly)
├─ Week 3: 5,300 tokens (18% of monthly)
├─ Week 4: 5,810 tokens (19% of monthly)
└─ Trend: Stable, slight increase toward month-end

Projected Usage (if trend continues):
└─ End of Month: 19,810 tokens (40% of allocation)

Health Status: ✓ GREEN (well within limits)
Recommendation: Can safely increase AI usage
```

### How to Access Token Monitoring
1. Log into Genesys Cloud Admin
2. Navigate to Reports → Usage
3. Select "AI Token Consumption"
4. Choose time period to review
5. View consumption by feature
6. Export data if needed

### Key Metrics to Track
| Metric | Purpose | Good Range |
|---|---|---|
| Overall Utilization | Total token usage | 40-80% of allocation |
| Per-Feature Usage | Identify heavy consumers | Proportional to use |
| Trend Direction | Usage pattern | Stable or controlled |
| Overage Risk | Approaching limits | Monitor if >80% |
| Unused Allocation | Wasted capacity | <20% unused |

---

## Cost Management Strategies

### Optimization Techniques
- **Improve Bot Deflection** - Reduce voice bot minutes through better automation
- **End Sessions Properly** - Digital bot sessions end cleanly to reduce count
- **Optimize Routing** - Use Predictive Routing (included) instead of manual methods
- **Batch Processing** - Group analytics and translations for efficiency
- **Selective Features** - Enable only needed AI features per queue
- **Clean Knowledge Base** - Reduce unnecessary knowledge article access

### Budgeting Approach
1. **Baseline Calculation**:
   - 50 tokens per Agent Copilot user/month
   - 2 tokens per Virtual Agent session
   - 1 token per 20 evaluations
   - 1 token per 51 digital bot sessions

2. **Add Buffer**:
   - For unpredictability: +20% overage buffer
   - For growth: +10-15% growth buffer

3. **Monitor Monthly**:
   - Review actual vs. projected
   - Identify variance
   - Adjust next month's budget

4. **Planning**:
   - Budget for peak season
   - Factor in new initiatives
   - Plan for scaling

### Real-World Budget Example

```
Mid-Market Center - Annual Budget Planning:

Current State (March 2026):
├─ Monthly consumption: 19,810 tokens
├─ Monthly allocation: 50,000 tokens
├─ Utilization: 40%
└─ Cost: $0 overage

Planned Growth (Next 12 months):
├─ +50 agents (10% growth)
├─ New Virtual Agent deployment
├─ Expanded Messaging channels
└─ Expected consumption increase: +8,000 tokens/month

Future State Projection:
├─ Monthly consumption: ~27,800 tokens
├─ Monthly allocation: 62,500 tokens (250 × 250 users)
├─ Utilization: 44%
└─ Cost: $0 overage

Annual Cost Impact:
├─ Base licensing: No increase (same CX tier)
├─ AI Tokens: No additional cost (within allocation)
└─ Total Additional Cost: $0 (internal reallocation only)

Conclusion: Growth sustainable within existing token allocation
```

---

## Token Pricing by Region

### Pricing Variations
- **North America**: ~$1.00 per token
- **Europe**: Varies by currency/region
- **APAC**: Pricing adjusted for region
- **Other Regions**: Contact Genesys for pricing

### Ordering Additional Tokens
- **Option 1**: AppFoundry - Self-service purchasing
- **Option 2**: Genesys Representative - Volume discounts available
- **Payment**: Monthly billing or prepaid options
- **Minimum**: No minimum purchase requirement
- **Flexibility**: Increase or decrease allocation monthly

---

## Real-World Usage Scenarios

### Scenario 1: Seasonal Spike Management
```
Contact Center Business: Holiday Retailer
Challenge: Heavy AI usage Dec-Jan, minimal Jun-Aug

Strategy:
├─ Base allocation: 30,000 tokens/month
├─ November: Monitor usage, prepare for peak
├─ Dec-Jan: Purchase additional 20,000 tokens
│  └─ Ensures sufficient capacity
│  └─ Cost: ~$20,000 for 2 months
├─ Feb: Return to base allocation
└─ Jun-Aug: Only use allocation (excess unused)

Cost Management:
├─ Off-peak: $0 additional cost
├─ Peak months: $20,000 additional
├─ Annual cost: $20,000 (2 months only)
└─ Flexibility: Scale as needed
```

### Scenario 2: Phased AI Rollout
```
Contact Center: Implementing AI progressively

Phase 1 (Month 1): Agent Copilot only
├─ Consumption: 4,000 tokens (10 users)
├─ Cost: $0 (within allocation)
└─ ROI: Proven before major investment

Phase 2 (Month 3): Add Virtual Agent
├─ New consumption: +3,000 tokens
├─ Total: 7,000 tokens
├─ Cost: $0 (still within allocation)
└─ Result: Expand automation safely

Phase 3 (Month 6): Add Analytics + Bots
├─ New consumption: +5,000 tokens
├─ Total: 12,000 tokens
├─ Cost: $0 (allocated)
└─ Result: Full AI platform

Phase 4 (Month 12): Scale based on ROI
├─ Purchase additional tokens if needed
├─ Cost: Only what you use
└─ Confidence: Proven ROI before major spend
```

---

## Interview Cheat Sheet

| Question | Answer |
|---|---|
| What is token model? | Consumption-based pricing for AI features |
| What's the default allocation? | 250 tokens per named user, 350 per concurrent user |
| What's token cost? | ~$1.00 per additional token beyond allocation |
| How is consumption tracked? | Real-time metering per feature with monthly reporting |
| Which features consume tokens? | Agent Copilot, Virtual Agent, Bots, Translate, Analytics, etc. |
| Agent Copilot consumption? | 40-60 tokens per user per month |
| Virtual Agent cost? | 2 tokens per session |
| Voice Bot cost? | 1 token per 17 minutes |
| Digital Bot cost? | 1 token per 51 sessions |
| AI Scoring cost? | 1 token per 20 evaluations |
| Does Predictive Routing cost? | No, included with platform |
| How do I monitor usage? | Admin → Reports → Usage → AI Token Consumption |
| Can I purchase additional? | Yes, through AppFoundry or Genesys rep |
| How often do tokens renew? | Monthly, with no carryover |
| Is there overage protection? | Fair use policy covers most organizations |
| What about fair use? | 95% of customers covered by fair use policy |
| How to optimize costs? | Improve bot deflection, optimize routing, batch processing |
| Can I predict usage? | Yes, based on user count and AI feature deployment |

---

## Key Takeaways

- **Flexible Pricing** - Pay only for what you use
- **Default Allocation** - All CX tiers include base tokens
- **Transparent Metering** - Each feature has clear consumption rates
- **Cost Control** - Budget and monitor usage in real-time
- **Scalability** - Add tokens as needs grow
- **Fair Use** - 95% of customers within standard allocation
- **No Overage Risk** - Purchase additional tokens as needed
- **Monthly Billing** - Consumption tracked and billed monthly
- **Optimization Available** - Multiple strategies to reduce costs
- **Regional Flexibility** - Pricing adjusted by region

---

## Cost Calculation Tool

### Quick Estimation Template
```
Contact Center Token Cost Calculator:

1. Agent Copilot Users: ____ × 50 tokens = _____ tokens

2. Virtual Agent Sessions/Day: ____
   Daily calculation: ____ sessions × 2 tokens = _____ tokens/day
   Monthly: _____ tokens/day × 20 days = _____ tokens

3. AI Scoring Interactions/Day: ____
   Monthly: (____ × 20 ÷ 20) = _____ tokens

4. Voice Bot Minutes/Day: ____
   Monthly: (____ × 20 ÷ 17) = _____ tokens

5. Digital Bot Sessions/Month: ____
   Monthly: (____ ÷ 51) = _____ tokens

6. Messaging/Month: ____ messages
   Monthly: (____ ÷ 400) = _____ tokens

7. Other Features (translate, analytics, etc): _____ tokens

TOTAL MONTHLY CONSUMPTION: _____ tokens

Your Allocation: 250 × (number of users) = _____ tokens
Overage: (Total - Allocation) or $0 if under

Annual Cost:
├─ Base: Included in licensing
├─ Overage: (Monthly overage × 12) × $1.00
└─ Total: _____ annually
```

---

## Additional Resources

### Official Documentation
- Token-Based Pricing: help.genesys.cloud/articles/genesys-cloud-tokens-based-pricing-model/
- AI Token Billing: help.genesys.cloud/articles/ai-token-billing/
- AppFoundry Tokens: appfoundry.genesys.com (search "AI Experience Tokens")
- Pricing Overview: genesys.com/pricing

### Support & Ordering
- Genesys Sales: sales@genesys.com
- Genesys Support: https://support.genesys.com
- AppFoundry: https://appfoundry.genesys.com
- Community Forums: https://community.genesys.com

---

## Document Version Info
**Last Updated:** March 2026  
**Source:** Genesys PureCloud Official Documentation  
**Validated:** Current with January-March 2026 releases  
**Version:** 1.0