{"id":509775,"date":"2024-09-16T08:08:44","date_gmt":"2024-09-16T15:08:44","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/empower-agents-in-real-time-with-conversational-intelligence-and-generative-ai"},"modified":"2026-05-04T15:21:52","modified_gmt":"2026-05-04T22:21:52","slug":"empower-agents-in-real-time-with-conversational-intelligence-and-generative-ai","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-sg\/resources\/empower-agents-in-real-time-with-conversational-intelligence-and-generative-ai","title":{"rendered":"Empower agents in real time with conversational intelligence and generative AI"},"content":{"rendered":"

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Empower agents as they interact with customers with conversational intelligence and generative AI<\/h1>\n

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Genesys Cloud Agent Copilot<\/h3>\n

Contact centre agents are facing more complex queries, higher customer expectations and more pressure to resolve customer issues. These issues create agent frustration and have a negative impact on customer experience outcomes. Genesys Cloud\u2122 Agent Copilot uses artificial intelligence (AI) to support agents during their direct interactions with customers. It automates information gathering and repetitive tasks, thus enabling agents to meet these escalating demands.<\/p>\n

Genesys Cloud Knowledge Fabric delivers the artificial intelligence (AI)-enabled knowledge base that powers in-context, relevant information automatically, and allows manual search during customer conversations. Agents get access to AI responses and other answer accelerators\u00a0\u2013 and can provide feedback that will be used to enhance the conversational intelligence. Administrators gain easy-to-use tools to connect to knowledge and enable new conversational intelligence.<\/p>\n

Generative AI is used to automatically summarise conversations on voice and digital interactions\u00a0\u2013 reducing a process that typically takes one to three minutes down to just seconds. Summaries can be completely customised to fit the needs and style of each business. Task automation reduces the after-call work for agents, increasing agent efficiency while enabling process consistency.<\/p>\n

Solution overview<\/h3>\n

As an agent interacts with a customer, Genesys Cloud Agent Copilot offers the agent potential answers to the customer\u2019s questions, scripting suggestions and compliance reminders. In addition to providing information, Agent Copilot reduces after-interaction work by automating interaction summaries using generative AI and Wrap-up codes. The style of summaries can be completely customised to suit the needs and style of the business. Automated note capture standardises this process, providing a richer source of insight for supervisors and administrators and allowing agents to focus on speaking to customers, as AI takes notes on their behalf.[\/vc_column_text]

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<\/i> Benefits<\/h3><\/div>