Intelligent, proactive assistance for delivering experiences on Genesys Cloud
Provide customer support agents, supervisors and administrators with the artificial intelligence partner they need to be able to work faster and focus on the work they’re best at.
Use artificial intelligence (AI) where it excels: updating records, taking notes, optimizing workflows, fixing anomalies, consuming mass content and recommending next best actions.
AI support with native access to data, tools, context and workflows is stable, predictable and accurate.
Work more efficiently and more empathetically as AI support gets every user out of the dull details and into the work that really matters.
Many businesses are only scratching the surface of AI’s potential to augment staff and increase efficiency — but Genesys Cloud™ copilots go farther. These AI solutions are capable teammates, working alongside every platform user at all stages, driving efficiency and elevating them to focus on high-value tasks.
Our AI copilots provide contextual insights for every user, whether they’re helping a customer directly while on queue or optimizing operations and journeys.
Copilots surface insights on customer experiences in context so you can take proactive action.
A common copilot agent interface allows all users to connect to data seamlessly, feeding insights that drive performance improvement and building a better user experience.
Digital and voice conversations and capabilities like automatic knowledge, insights, next-best action support, translation and summarization come standard.
Unlock more value from your teams by providing timely support to everyone working to deliver a world-class customer experience (CX). No more lost insights, rushed learning, mix-and-match knowledge or guesswork. That can lead to smoother operations, increased customer satisfaction with every interaction, and increased customer loyalty.
Genesys Cloud™ copilots can make work faster for everyone delivering customer experiences. When humans collaborate with Genesys Cloud Copilot conversationally, they can detect previously hard-to-find data insights automatically, and take action to improve outcomes in real time. The specialized on-queue Agent Copilot provides real-time assistance as agents work with customers.
Genesys Cloud Copilot uses AI to reduce tedious manual searches by conversationally assisting users and presenting critical knowledge to everyone in the contact center at the moment of need.
Work with Genesys Cloud Copilot in natural language, the way you would a human teammate. It understands your intent, and delivers the right result.
Supporting a global team can be challenging. Genesys Cloud 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.
Ask natural language questions about metrics and trends without navigating complex dashboards. Simplify the user experience, improve speed to insight and lower the barrier to understand key metrics.
Create interaction summaries based on contextual understanding of what happened in a customer interaction, reducing effort and helping pinpoint key takeaways.
With the Genesys Cloud™ platform, Agent Copilot supports 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.
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. Agent could also refer to AI agents, which are semi-autonomous or fully autonomous AI and can perform functions in support of work assigned to people.
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, agentic 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 copilots, like Genesys Cloud Copilot, enhance 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 AI automates routine tasks like scoring evaluations.
Yes, Genesys Cloud Copilot is native to the Genesys Cloud platform. Its access to data and tools in Genesys Cloud matches its user’s access. As a component of Genesys Cloud, it has native access to data, analytics, tools and more.
No, every user leverages different AI agents in Genesys Cloud Copilot, depending on their job responsibilities. AI agents are assigned to users in Genesys Cloud AI Studio.
