AI Voice Agent for Genesys Cloud
AI-answered calls that overflow into Genesys Cloud when humans are needed.
Put PyAI in front for the conversations AI should own end to end, and forward the rest into your Genesys Cloud queues. The split is a call-flow decision, not a platform migration: Genesys stays the system your agents live in.
Two ways in. Pick per call type.
Path 1: Forward calls to PyAI
Keep everything exactly where it is. PyAI provisions a number (or takes your SIP trunk), you point your calls at it, and a PyAI agent answers with your greeting, your knowledge, and your tools. Your platform keeps billing you for lines; the AI layer lives at PyAI.
- 1.In the PyAI console, provision a number (Phone) or bring your own SIP trunk.
- 2.Build the agent: pick a voice, write the greeting, connect your knowledge and tools, then call it yourself to test.
- 3.Set the forward on your side using the hint below, aimed at the PyAI number.
- 4.Place one real call. The agent answers; the recap and QA land in PyAI and any tools you connected.
On Genesys Cloud: At the SIP/carrier layer: divert chosen DIDs to the PyAI number; the PyAI agent transfers back to a Genesys queue when needed.
Path 2: Integrate via API
PyAI as the AI-agent tier in a Genesys-centered operation.
- Transfer to human is a built-in: the agent hands off to your Genesys numbers with the caller context in the recap.
- Summaries and QA on every AI-handled call, pushed to your CRM or data tools via the integration catalog.
- OpenAI-compatible APIs for anything custom your architects want to own.
Which path when
Start with forwarding
You want AI answering real calls this week without touching your Genesys Cloud setup. One number forward is the whole change.
Add the API when ready
You want the AI leg inside your own call flows, or deeper call-data integration, on OpenAI-compatible endpoints.
Move fully later
When the forward path proves itself, moving whole flows onto PyAI numbers is a graduation, not a rebuild.
FAQ
Do I have to leave Genesys Cloud to use PyAI?
No. Most teams start with call forwarding: Genesys Cloud keeps the lines and the bill, and PyAI answers the calls you point at it. If and when it makes sense, you can also build directly on PyAI's APIs or import completed calls.
What does the AI voice agent actually do on a call?
It answers in your voice and greeting, holds a real conversation at human pace, uses your knowledge base and tools, and can transfer to a human, collect details, or end the call politely. Afterward you get the recap and, with Trace, a compliance scorecard.
Is call import from Genesys Cloud available?
There is no native Genesys Cloud importer today, and you do not need one to start: forwarding sends the calls you want AI-answered to PyAI. Importer candidates are prioritized by customer demand, so ask.
What does this cost?
You pay PyAI for the calling and call intelligence you run (per-minute calling, Recap or AMD usage); integrations carry no extra fee. Your existing platform bills you as usual for the lines you keep.
Put an AI agent on your Genesys Cloud calls.
An instant sandbox key lets you test without billing. Create an account when you want saved projects, and fund a live key for production traffic.
Agents is live in beta. Sandbox keys have daily limits and never touch billing.