Agent Copilot

Give your agents an AI partner to assist during and after every interaction

Artificial intelligence (AI) can be a useful tool in all stages of the customer journey. One way is by supporting agents throughout and after interactions with customers — surfacing the information they need, providing context around a customer’s needs and summarising interactions after they’re done. Agent Copilot, a part of the Genesys Cloud™ platform, can do all that and more.

Watch the Genesys Cloud Agent Copilot demo and discover how it can transform the abilities of your customer service agents, handling rote, repetitive tasks and improving every single customer service interaction.

Highlights:

• Agent Copilot users have seen results including a five minute decrease of average handle time, a 1.5 minute decrease in average hold time and a two minute decrease in after-call work time.
• Automated note taking during interactions and summarisation afterward saves agents time and energy, allowing them to focus on building relationships with customers.
• AI-powered recommendations of the next best action during interactions helps give agents sure footing when they’re dealing with a new or complex issue, allowing them to provide stellar service no matter what.
• Context is preserved across channels and interactions, meaning agents can more easily personalise support for the individual without missing or repeating important information.