{
    "_source": {
        "name": "Tyler Willis Intelligence",
        "url": "https://tylerewillis.com/intelligence/tools/genesys-ai",
        "author": "Tyler Willis",
        "publisher": "tylerewillis.com",
        "license": "CC-BY-4.0",
        "license_url": "https://creativecommons.org/licenses/by/4.0/",
        "attribution_required": "Include source URL or citation string when redistributing, quoting, or embedding in AI responses.",
        "citation": "Tyler Willis. \"Genesys AI.\" tylerewillis.com/intelligence. Accessed 2026-06-12. https://tylerewillis.com/intelligence/tools/genesys-ai",
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    },
    "slug": "genesys-ai",
    "tool_name": "Genesys AI",
    "vendor_company": "Genesys",
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    "category_primary": "Contact center AI automation platform",
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    "ai_summary": "Genesys Cloud AI integrates multiple AI disciplines into a single platform to enhance customer and employee experiences with generative AI, predictive AI, conversational AI, and AI-powered workforce optimization. It offers embedded AI features such as agent copilot, virtual agents, predictive routing, sentiment analysis, and journey orchestration to automate workflows, personalize CX, and improve operational efficiency.",
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    "ai_model_underlying": [
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    "api_available": 1,
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    "pricing_model": "Per-seat",
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    "free_tier_limits": null,
    "starter_price_monthly": "75.00",
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    "pricing_unit": "per user per month billed annually",
    "pricing_last_updated": "2026-06-11",
    "pricing_history": [
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            "tier": "starter",
            "price": 75,
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    "ai_capability_score": "9.00",
    "ai_value_score": "8.00",
    "ai_threat_score": "4.00",
    "trajectory": "rising",
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    "commoditization_risk": "medium",
    "ai_use_case_match": [
        "Customer support automation",
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        "Workforce optimization",
        "Customer journey orchestration",
        "Sentiment analysis"
    ],
    "sentiment_from_reviews": "positive",
    "review_themes": [
        "Intuitive user interface",
        "Strong AI-powered features",
        "Reliable uptime and scalability",
        "Expensive setup and licensing",
        "Limited customization in reporting"
    ],
    "last_major_feature": "Genesys AI Experience with generative AI for agent productivity and empathy detection",
    "last_major_feature_date": "2024-05-20",
    "roadmap_items": [
        "Expanded AI Experience tokens",
        "Enhanced agent copilot capabilities",
        "Advanced journey management",
        "Further integration of generative AI"
    ],
    "soc2_certified": null,
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    "eu_data_residency": null,
    "sso_support": 1,
    "audit_log": 1,
    "created_at": "2026-06-11 03:00:20",
    "updated_at": "2026-06-11 06:00:03",
    "field_sources": "{\"_default\":\"https://www.nextiva.com/blog/genesys-pricing.html\",\"asserted_at\":\"2026-06-11\"}",
    "uuid": "52fb59b2-657c-11f1-91a7-525400d81b6e"
}