Automatically find and surface knowledge articles and other information for agents based on their current customer interaction, reducing the time agents have to spend on manually hunting for the data and knowledge they need.
Manually crafting notes that capture the total history of each interaction is time-consuming and distracting. Automatic summarisation boosts agent productivity and standardises wrap-up processes so agents can focus on more complex tasks.
Agents are experts at helping customers in need, but even experts need support. Agent Copilot uses intelligent automation to provide next best action recommendations for agents, surfaces the correct workflow materials and more — all in real time.
Genesys AI automates information and processes for agents and reduces manual efforts directly in their desktop.
Agent Copilot uses artificial intelligence (AI) to help reduce frustrating, tedious manual searches by following along with all customer interactions and presenting critical relevant knowledge to agents at the moment of need.
Agents balance many tasks at the same time. Copilot supports them by providing custom scripting, surfacing the right tool or form in the moment, and suggesting what action the agent should take next as conversations progress.
Interaction summaries are time-consuming, and the results can be inconsistent. Genesys Agent Copilot creates these reports automatically, never forgets what happened during an interaction and allows for personalisation by the agent.
All the information your agents need, all in one place. The native agent assist tool, Agent Copilot, includes Genesys Knowledge, an intuitive workbench that uses AI to create, structure, analyse and optimise your knowledge base.
Free agents from repetitive post-interaction tasks with AI-assisted automation, such as automatic summarization built using generative AI. With AI, agent assist becomes a true AI Agent Copilot, and agents can focus on complex tasks, not taking notes.
Agents are a valuable source of customer information for any brand — after all, they speak directly to the customer. Copilot allows them to provide quick or detailed feedback on AI-assisted suggestions to optimise performance.
“Genesys Agent Assist supports Electrolux contact centre agents in the UK with automatically finding the correct knowledge management articles. This increases the ability for the agents to answer consumer questions and solve technical issues directly with the consumer by phone, reducing the number of needed service visits. This is expected to reduce the service visit costs by 2% on an annual basis for the UK market.”
— Mateusz Jazdzewski, IT Consumer Experience Solutions Manager and Head of CX Product, Electrolux
Agent Copilot gives voice and digital agents all the help they need in one place. From knowledge and next best action support during a live customer interaction to managing summaries and data gathering, here’s what sets Agent Copilot apart.
Many agent assist solutions deliver advice. Genesys Agent Copilot goes farther, providing contextual suggestions and concrete actions agents should take during each customer conversation. Robotic process automation technologies also reduce the manual effort required for routine tasks, such as interaction summaries and notes. And that increases agent efficiency.
Agent Copilot includes Genesys Knowledge, which it surfaces automatically at the time of need. Genesys Knowledge is an intuitive workbench that ensures a single source of customer experience truth. Agents can create articles, enhance interactions with rich media and enable automatic search. This includes analytics to help identify and bridge knowledge gaps.
Agent Copilot uses AI to automate repetitive manual tasks to create meaningful interaction histories. When captured consistently, these histories are a valuable source of customer insight for the business, new agents and any repeat interactions. The more you know about your customers and how they interact with your business, the better you can serve them.
Work across all customer support channels seamlessly. Agent Copilot integrates with digital and voice conversations from day one. Capabilities like automatic knowledge, next best action support and automatic summarisation come standard. And the overall agent experience is tailored to the channel, making it easy to use.
With tools like Genesys Agent Copilot, your contact centre agents can be super agents, too. See what agent automation assistance can do today.
