Genesys Cloud Virtual Agents

AI customer service agents

Genesys Cloud is a cloud contact center platform from Genesys. Its Genesys Virtual Agent and Agentic Virtual Agent run in Genesys Cloud voice and digital bot flows to answer customer calls and messages and transfer customers to human agents; the agentic version is set up in AI Studio with roles, guardrails and tools. Related AI features include Agent Copilot for human agents. Virtual agents are listed in the Genesys Cloud CX 1 to CX 4 user licenses (from $75 per user per month, billed annually), and AI use is metered in AI Experience tokens.

Visit Genesys Cloud Virtual Agents Pricing page Alternatives

Charges by: Per seat
Starts at: $75/user/moGenesys Cloud CX 1
Includes: ‘Virtual agents’ and a ‘Native voicebot’ (CX 1) or ‘Native bots’ (CX 2 to CX 4) are listed in each license. 250 named / 350 concurrent AI Experience tokens per org per month are included; CX 4 adds 30 named / 39 concurrent tokens per agent per month.
Overage: Extra AI Experience tokens can be bought as used or at a discounted upfront rate. Genesys’s pricing hub lists a month-to-month charge of 1.00 USD under its tokens-based model heading, without labeling the unit. Token metering: voice bots 17 minutes per token (each call rounded up to the next 15 seconds); Genesys Virtual Agent 0.5 tokens per interaction; Agentic Virtual Agent 1.2 tokens per interaction; Agent Copilot 40 tokens per named user (60 per concurrent user).
How it works: AI with human backup
HIPAA BAA: Yes
Free trial: Genesys Cloud free trial, no credit card required (14 days per the trial terms); whether it includes virtual agents or AI tokens isn’t stated
Checked: October 15, 2026

Genesys Cloud Virtual Agents pricing

Plan	Price	Includes
Genesys Cloud CX 1	$75/user/mo billed annually	Per user/month billed annually; voice contact center; lists virtual agents, native voicebot, Agent Copilot, recording, speech and text analytics
Genesys Cloud CX 2	$115/user/mo billed annually	Per user/month billed annually; adds digital channels, quality assurance and knowledge; lists virtual agents and native bots
Genesys Cloud CX 3	$155/user/mo billed annually	Per user/month billed annually; adds workforce management and forecasting; lists virtual agents and native bots
Genesys Cloud CX 4	$240/user/mo billed annually	Per user/month billed annually; adds journey management; ‘30 AI Experience tokens per named agent’

Contract: Annual commitment (‘Prices shown are based on an annual commitment’)
Genesys publishes per-user prices for Genesys Cloud CX 1 ($75), CX 2 ($115), CX 3 ($155) and CX 4 ($240) in USD ‘per user/month billed annually’, and says ‘Prices shown are based on an annual commitment. Usage-based pricing may apply.’ No monthly-billing price or minimum user count is shown. The page offers Named, Concurrent and Hourly Interacting license types but does not say which type the listed prices are for (Named is listed first) and shows no Concurrent or Hourly prices. Virtual agents are listed in all four licenses, but AI use draws on AI Experience tokens: the help center’s tokens article meters voice bots at 17 minutes per token, Genesys Virtual Agent at 0.5 tokens per interaction and Agentic Virtual Agent at 1.2 tokens per interaction, and Genesys’s pricing hub shows a 1.00 USD month-to-month charge under the tokens-based model (the unit is not labeled). Per the pricing hub, older contracts on the legacy AI Experience model pay $60 per agent (Genesys Cloud CX AI Experience) or $40 per agent (AI Experience for Digital) on annual prepay until renewal, and the legacy Agent Assist Voice add-on, replaced by Agent Copilot, was $25 per named agent per month ($37.50 concurrent).

What it does

Answers inbound calls: Yes
Places outbound calls: Unconfirmed
Books appointments: Unconfirmed
Warm transfer to a person: Yes
Text follow-up: Unconfirmed
Call recording: Yes
Transcripts: Yes
CRM sync: Yes
Keep your number (porting): Unconfirmed
Spanish: Yes
Other languages: Yes
Web chat: Yes
API: Yes
Custom voice: Unconfirmed

Genesys’s supported-languages article lists 27 languages (41 locales) for voice bot flows, including Spanish for Mexico (es-MX), Spain (es-ES) and the US and Latin America (es-US). Its speech-to-text section, which it says applies to voice bot flows, virtual agents and agentic virtual agents, marks es-US as supported and es-ES as beta. No separate language list for Agentic Virtual Agent was found.

Integrations

As listed by Genesys Cloud Virtual Agents. Integrations not listed may still be possible through an API or Zapier.

Security and compliance

Signs a HIPAA BAA: Yes
SOC 2: Type II
Discloses it's an AI: Unconfirmed

Genesys’s HIPAA compliance article says ‘All HIPAA Genesys Cloud organizations require a valid business associate agreement with Genesys Cloud’; customers ask their Account Executive, who opens a request with Genesys legal, and Genesys sets a HIPAA toggle on the org once the BAA is signed. HIPAA is offered in the AWS US East and US West regions. ACD emails and SMS are listed as not HIPAA-compliant, and third-party bots such as Google Dialogflow or Amazon Lex need a separate BAA with that provider. The article does not say whether Genesys Virtual Agent, Agentic Virtual Agent or Agent Copilot are covered.

“Unconfirmed” means Genesys Cloud Virtual Agents's public pages don't say either way. Rules for AI phone calls

Company

Headquarters: Menlo Park, CA
Founded: 1990
Built for: Mid-market, Enterprise
Industries: Financial services, Medical, Retail, Insurance, Government
Built on: Scaled Cognition APT-1 large action model (Agentic Virtual Agent)

Sources

Genesys Cloud CX pricing (page variant; canonical www.genesys.com/pricing) pricing. Accessed October 15, 2026
Genesys Cloud Resource Center: Genesys Cloud tokens model pricing. Accessed October 15, 2026
Genesys Cloud Resource Center: Genesys Cloud pricing hub pricing. Accessed October 15, 2026
Genesys Cloud Resource Center: About Genesys Virtual Agent features. Accessed October 15, 2026
Genesys Cloud Resource Center: About agentic virtual agents features. Accessed October 15, 2026
Genesys: Genesys Cloud Agentic Virtual Agent overview features. Accessed October 15, 2026
Genesys press release: Agentic Virtual Agent powered by LAMs (Feb 10, 2026) features, status. Accessed October 15, 2026
Genesys Cloud Resource Center: Genesys Cloud supported languages features. Accessed October 15, 2026
Genesys Cloud Resource Center: About integrations integrations. Accessed October 15, 2026
Genesys Cloud Resource Center: HIPAA compliance compliance. Accessed October 15, 2026
Genesys Cloud Resource Center: Supported security, privacy, and AI standards compliance. Accessed October 15, 2026
Genesys company page company. Accessed October 15, 2026
Genesys partners affiliate. Accessed October 15, 2026
Genesys Cloud pricing pricing. Accessed October 15, 2026
Genesys Cloud free trial pricing. Accessed October 15, 2026

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