Genesys Cloud Agentic Virtual Agent

Input—per 1M tokens

Output—per 1M tokens

Context—tokens

WeightsClosed

About

Genesys Cloud Agentic Virtual Agent is ranked #3 of 55 in AI customer service agents on Inferse. It runs on API, Web. There is no free plan. Paid plans start at $6.25/mo.

Compared on AI customer service agents

Free plan: Nogenesys.com
Supported channels: voice, email, web chat, SMS, WhatsApp, Facebook Messenger, Instagram, X direct messages, Apple Messages for Business, open messaginggenesys.com
Workflow actions: Yesgenesys.com
Human handoff: Yesgenesys.com
Voice support: Yesgenesys.com
Multilingual support: Yesgenesys.com
API access: Yesgenesys.com

Facts

What it does: Agentic Virtual Agents reason, act and adapt through customer journeys to resolve complex tasks end to end while maintaining context across channels.genesys.com · 30 Sept 2026
Action models: The agents use large action models to plan actions deterministically and execute multi-step workflows with approved tools and guardrails.genesys.com · 30 Sept 2026
Configuration: Agentic Virtual Agents are configurable in Genesys Cloud AI Studio and combine voice and digital interactions with actions across back-office systems.genesys.com · 30 Sept 2026
No-code design: Genesys describes no-code design tools, unified context and cross-channel orchestration for scaling automation across digital and voice.genesys.com · 30 Sept 2026
Adaptive decisions: The agents can re-plan and choose next best actions when they encounter off-script situations, missing data or changing context.genesys.com · 30 Sept 2026
Governance and audit: Genesys says autonomous actions are planned, validated and logged, with explainable decisions and auditable outcomes.genesys.com · 30 Sept 2026
Human escalation: The agents can hand off contextually to humans and escalate when necessary.genesys.com · 30 Sept 2026
Plan requirement: Virtual agents are listed in all four Genesys Cloud CX editions, and the pricing page says AI Experience tokens are required for certain features.genesys.com · 30 Sept 2026
Token allowance: The pricing page lists 250 named or 350 concurrent AI Experience tokens per organization per month as included, and says usage-based pricing may apply.genesys.com · 30 Sept 2026
Integrations: Genesys says its AppFoundry Marketplace offers more than 600 apps and integrations, including CRM and unified communications integrations.genesys.com · 30 Sept 2026
APIs: Genesys states that Genesys Cloud offers more than 3,000 public APIs for developers.genesys.com · 30 Sept 2026
Security and privacy: Genesys describes security practices across its technology, people and processes, privacy by design, and a global compliance portfolio for Genesys Cloud.genesys.com · 30 Sept 2026
Support: Genesys’s site links to a customer support portal for submitting and tracking support tickets.genesys.com · 30 Sept 2026