Drive efficiency and enhance customer and employee satisfaction by putting routine tasks in the hands of an artificial intelligence copilot
Provide customer support agents, supervisors and more with the artificial intelligence (AI) partners they need to be able to work faster and focus on the work they’re best at.
Use AI for what it’s good at, like taking notes and consuming mass content and giving pointers on next-best actions.
Provide contextual summarization and translations to reduce workload for human agents and supervisors alike.
Work more efficiently and more empathetically as AI support gets you out of the weeds and into the work that really matters.
Many businesses are only scratching the surface of AI’s potential to augment your human staff and increase efficiency — but Genesys Cloud Copilot goes farther. This AI solution is alongside agents and supervisors alike at all stages of their work, driving efficiency and elevating them to focus on high-value tasks.
Our AI copilots provide contextual insights for supervisors and concrete actions agents should take next.
Surface insights on customer interactions at the time of need, so agents and supervisors have easy access to information.
Natively connected copilots share data seamlessly, feeding insights that drive performance improvement and optimize knowledge that improves real-time assistance to agents, building a better user experience.
Digital and voice conversations and capabilities like automatic knowledge, insights, next-best action support, translation and summarization come standard.
Providing agents and supervisors with timely support unlocks more value from your teams. No more rushed learning, mix-and-match knowledge or guesswork. That leads to increased customer satisfaction with every incident, and can help businesses retain valuable repeat buyers.
Genesys Cloud Copilot can make work faster and life easier for agents and supervisors. Wrap-up time is reduced for agents, helping them move on more quickly to the next call. And with deep insights and AI assistance, supervisor AI helps cut time and reduce bias from training and coaching.
Genesys Cloud Copilot uses AI to reduce tedious manual searches by following along with all customer interactions and presenting critical knowledge to agents at the moment of need.
With Genesys, copilots support agents by providing custom scripting, surfacing the right tool or form in the moment, and suggesting what action the agent should take next as interactions progress.
Free agents from repetitive post-interaction tasks with AI-driven automation, such as automatic summarization built using generative AI.
Create interaction summaries and interaction reviews for agents and supervisors based on contextual understanding, reducing effort and helping pinpoint key takeaways.
Supporting a global team can be challenging. Supervisor Copilot translates transcripts in over 70 languages, reducing multilingual evaluation time and scaling global operations.
Genesys Cloud Copilot generates key insights across every interaction including reason for sentiment, so supervisors can identify areas of opportunity and development to improve the customer experience.
With our copilots, contact center employees can uncover timely information, build stronger connections and more.
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In a customer service context, different types of autonomous agents include inbound agents (who handle incoming customer calls), outbound agents (who make calls to customers), sales agents, support agents and live chat agents, sometimes called digital agents. There are also automated agents, like chatbots or IVR systems.
Outside the contact center, an agent is anyone who works directly with customers. Loan officers, insurance brokers, patient advocates and other front-office employees are examples of agents and have the same needs for information and automation.
Virtual agents use artificial intelligence to understand and respond to user queries. Virtual agents often use AI to enable conversations using natural language processing (NLP). They can also perform tasks through robotic process automation (RPA).
Siri by Apple, Alexa by Amazon and Google Assistant are examples of virtual agents for search. Chatbots, voicebots and IVR via website or mobile app are also virtual agents.
AI agent copilot, sometimes called agent assist, refers to AI technologies that support human agents in handling customer interactions. These automated systems can suggest responses, provide relevant information in real time to answer questions before they’re asked, automate and execute business processes and tasks, and help agents resolve customer queries more effectively and efficiently.
A CX copilot uses multiple forms of AI. Conversational AI and generative AI work with the conversation through transcription, insight extraction, summarization and more. Semantic search enables intent-based information retrieval from a knowledge base. In addition, predictive AI is used to determine likely outcomes and can suggest or automate the next-best action.
Supervisor copilot enhances the work of supervisors to reduce manual effort by summarizing interactions, automating translation and generating key insights from interactions. Supervisors can focus on higher value tasks like personalized coaching and development for agents and can make data-driven decisions. Virtual Supervisor automates routine tasks like scoring evaluations.
Agent copilot feeds into summaries and insights for supervisors. Supervisors can use these insights to address gaps in the customer experience by improving performance across coaching and knowledge. Improvements in knowledge from supervisor copilot feed back into agent copilot to improve real-time assistance and support, creating a continuous cycle of optimization.
Yes, Genesys Supervisor Copilot is native to the Genesys Cloud platform. Supervisor copilot, when enabled, is infused in the supervisor interface.
Insights generated from interactions pinpoint areas of improvement, allowing supervisors to coach agents based on personal development needs. Personalized career development and coaching engages agents because they feel like an individual. Refined coaching helps agents improve skills that improve the overall customer experience and drive consistency. Coaching and performance can be tracked through real-time AI dashboards in performance management.
