{"id":534050,"date":"2024-08-25T16:27:51","date_gmt":"2024-08-25T23:27:51","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/level-up-your-agents-with-ai-and-agent-copilot"},"modified":"2024-08-25T16:44:37","modified_gmt":"2024-08-25T23:44:37","slug":"level-up-your-agents-with-ai-and-agent-copilot","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-sg\/webinars\/level-up-your-agents-with-ai-and-agent-copilot","title":{"rendered":"Level up your agents with AI and Agent Copilot"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1718633767899{margin-bottom: 10px !important;}&#8221;]<\/p>\n<p class=\"pre_h1\">On-demand webinar<\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1722455372300{margin-bottom: 20px !important;}&#8221;]<\/p>\n<h1>Level up your agents<br \/>\nwith AI and Agent Copilot<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<strong>Explore Agent Copilot and see how it can reduce manual work by providing agents with real-time information, the next best action and automated summaries<\/strong>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_id=&#8221;form&#8221; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-5&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"6\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p>\n    <div class=\"form-row cb_available white-box work-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"secondaryEmailAddress1\" id=\"fe644\" value=\"\" placeholder=\"Please provide your work email\">\n        <label for=\"fe644\">Please provide your work email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7014X000003AfCxQAK\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/534050?thankyou=534050&page_type=webinars&page_attr=Video%3BBest%20Practice%3BCustomer\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/534050\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"en-sg\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/534050\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"534050\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Work Email\" placeholder=\"Work Email\">\n        <label for=\"fe192\">Work Email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"First Name\">\n        <label for=\"fe190\">First Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Last Name\">\n        <label for=\"fe191\">Last Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row form-floating el_field\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input required pre-exclude\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telephone\">\n        <label for=\"fe215\">Telephone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Engineer \/ Architect<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe219\">Job Level<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Claims<\/option><option value=\"Collections\">Collections<\/option><option value=\"Contact Center Management\">Contact Center Management<\/option><option value=\"Customer Experience\">Customer Experience<\/option><option value=\"Customer Service\">Customer Service<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Digital Channels<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Human Resources<\/option><option value=\"Influencer\">Influencer<\/option><option value=\"Information Technology\">Information Technology<\/option><option value=\"IT Architecture\">IT Architecture<\/option><option value=\"IT Infrastructure\">IT Infrastructure<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Operations \/ Process Management<\/option><option value=\"Production Management\">Production Management<\/option><option value=\"Purchasing\">Purchasing<\/option><option value=\"Sales\">Sales<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe218\">Job Function<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Company Name\">\n        <label for=\"fe193\">Company Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Country<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">State\/Province<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"City\">\n        <label for=\"fe226\">City<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Job Title\">\n        <label for=\"fe220\">Job Title<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banking<\/option><option value=\"Business Services\">Business Services<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energy & Utilities<\/option><option value=\"Entertainment\">Entertainment<\/option><option value=\"Government\">Government<\/option><option value=\"Insurance\">Insurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technology<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Other<\/option>\n        <\/select>\n        <label for=\"fe221\">Industry<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Just researching<\/option><option value=\"Gathering business requirements\">Gathering business requirements<\/option><option value=\"Comparing solutions\">Comparing solutions<\/option><option value=\"Ready for a conversation\">Ready for a conversation<\/option>\n        <\/select>\n        <label for=\"fe222\">Level of Interest<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21-50<\/option><option value=\"51-100\">51-100<\/option><option value=\"101-300\">101-300<\/option><option value=\"301-500\">301-500<\/option><option value=\"501-1000\">501-1000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">No Contact Centre<\/option><option value=\"Don't Know\">Don't Know<\/option>\n        <\/select>\n        <label for=\"fe225\">Number of Agent Seats<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Yes. Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"Event\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"Level up your agents with AI and Agent Copilot\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/534050?thankyou=534050&page_type=webinars&page_attr=Video%3BBest%20Practice%3BCustomer\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Watch now\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Watch now\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]Contact centre agents today are facing more complex queries, managing interactions across multiple channels and feeling increased pressure to meet more strict SLAs \u2014 all while trying to deliver a personalised experience.<\/p>\n<p>See firsthand how Agent Copilot works alongside your agents as they serve customers, from next best action support during a live customer interaction to managing summaries and data gathering.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h3 class=\"text-20\">Watch the session now and gain insights on:<\/h3>\n<ul>\n<li>The role of contact centre agents is changing<\/li>\n<li>Artificial intelligence is transforming how agents work<\/li>\n<li>Agent Copilot can drive results in your contact centre<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 style=\"text-align: center;\">Meet the Speaker<\/h3>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/3&#8243;][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/Allison-Castelot.jpg\" alt=\"Allison Castelot\" ><\/div><div class=\"details\"><p class=\"name h5\">Allison Castelot<\/p><p class=\"info\">Director, Product Marketing<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/3&#8243;][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1718633767899{margin-bottom: 10px !important;}&#8221;] On-demand webinar [\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1722455372300{margin-bottom: 20px !important;}&#8221;] Level up your agents with AI and Agent Copilot [\/vc_column_text][vc_column_text css=&#8221;&#8221;]Explore Agent Copilot and see how it can reduce manual work by providing agents with real-time information, the next best action and automated summaries[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_id=&#8221;form&#8221; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-5&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]Contact centre [&hellip;]<\/p>\n","protected":false},"author":316,"featured_media":531694,"template":"","tax_priority":[],"tax_contenttheme":[14902,14903,14904],"tax_bundle":[15268],"tax_contenttheme2":[16139,16156],"tax_capability_sitewide":[16201,16445],"tax_products_programs":[],"tax_buying_job":[16651,16717],"tax_buyer_persona":[16887,16919],"tax_sector":[16931,16966,16986,17015,17025,17050],"tax_segment":[17079,17104],"class_list":["post-534050","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-best-practice","webinar_type-customer","tax_contenttheme-improve-customer-experience-en-sg","tax_contenttheme-improve-employee-experience-en-sg","tax_contenttheme-level-up-your-technology-en-sg","tax_bundle-genesys-ai-en-sg","tax_contenttheme2-improve-customer-experience-en-sg","tax_contenttheme2-improve-employee-experience-en-sg","tax_capability_sitewide-ai-and-automation-en-sg","tax_capability_sitewide-wem-en-sg","tax_buying_job-job-2-solution-exploration-en-sg","tax_buying_job-job-4-supplier-selection-en-sg","tax_buyer_persona-business-en-sg","tax_buyer_persona-technical-en-sg","tax_sector-financial-en-sg","tax_sector-healthcare-en-sg","tax_sector-industrial-en-sg","tax_sector-public-en-sg","tax_sector-retail-en-sg","tax_sector-technology-en-sg","tax_segment-enterprise-en-sg","tax_segment-midsized-en-sg","tax_content_type-video-en-sg"],"acf":{"utm_pass":false,"disable_chat":false,"asset_expiration":"","item_nav_hide":"no","no_index":false,"no_follow":false,"media_type":"embed","media_position":"left","disable_next_steps":false,"display_desc":false,"title_align":"left","is_on_demand":true,"enable_external_utm":false,"enable_ab_test":false,"add_to_global_events":false,"meta_title":"","meta_description":"","meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","w_tycontent":"","next_steps_type":"default","ns_title":"","ns_subtitle":"","resource_next_steps":[{"ID":463403,"post_author":"15","post_date":"2022-12-06 14:10:31","post_date_gmt":"2022-12-06 22:10:31","post_content":"[vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1715626476823{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\"][vc_row content_placement=\"middle\" el_class=\"no-shadow\"][vc_column][breadcrumbs data_pull=\"manual\" manual_links=\"%5B%7B%22link_label%22%3A%22Genesys%20Cloud%20CX%22%2C%22link_url%22%3A%22%2Fen-sg%2Fgenesys-cloud%22%7D%2C%7B%22link_label%22%3A%22Artificial%20intelligence%20and%20automation%22%2C%22link_url%22%3A%22%2Fen-sg%2Fcapabilities%2Fai-and-automation%22%7D%5D\"][\/vc_column][vc_column width=\"5\/12\" el_class=\"order-md-1 order-5\"][vc_column_text css=\"\"]\r\n<h1>Genesys Cloud Copilots<\/h1>\r\n<p class=\"text-22\">Intelligent, proactive assistance for delivering experiences on Genesys Cloud<\/p>\r\n[\/vc_column_text][component_button primary_cta=\"url:%23modal%3AgetStartedBox|title:Get%20started|\" secondary_cta=\"url:%23demo|title:Get%20a%20demo|\"][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][videolightbox gb_format=\"image_play\" gb_link=\"https:\/\/www.youtube.com\/embed\/tCGW-1lAN2w?si=dpHd33-pShV_3XsP\" gb_img=\"574571\" gb_video_duration=\"2:20\"][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h2>A copilot for every member of your workforce<\/h2>\r\nProvide 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\u2019re best at.[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\"yes\"][vc_column width=\"1\/3\" el_class=\"order-md-1 order-5\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Save time<\/h3>\r\nUse artificial intelligence (AI) where it excels: updating records, taking notes, optimising workflows, fixing anomalies, consuming mass content and recommending next-best actions.[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Operate seamlessly<\/h3>\r\nAI support with native access to data, tools, context and workflows is stable, predictable and accurate.[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Improve outcomes<\/h3>\r\nWork more efficiently and more empathetically as AI support gets every user out of the dull details and into the work that really matters.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_overflow=\"visible\" background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22flair_image%22%3A%22565280%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%2250%25%22%2C%22flair_left%22%3A%220%22%2C%22flair_transform%22%3A%22translateY(-50%25)%22%2C%22flair_classes%22%3A%22object-fit-cover%22%7D%5D\" css=\".vc_custom_1770698573902{padding-top: 0px !important;}\"][vc_row][vc_column][gtpull tour_theme=\"glass\" tour_id=\"614952\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"1\/2\"][vc_single_image image=\"574572\" alignment=\"center\" css=\"\"][\/vc_column][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h2>Start-to-finish AI support for the people who power CX<\/h2>\r\nMany businesses are only scratching the surface of AI\u2019s potential to augment staff and increase efficiency \u2014 but Genesys Cloud\u2122 copilots go further. 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.[\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Deliver advice and AI-enabled assistance in one solution<\/h3>\r\nOur AI copilots provide contextual insights for every user, whether they\u2019re helping a customer directly while on queue or optimising operations and journeys.[\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Make insights and analytics more accessible<\/h3>\r\nCopilots surface insights on customer experiences in context so you can take proactive action.[\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Drive continuous optimisation of customer experiences<\/h3>\r\nA common Agent copilot interface allows all users to connect to data seamlessly, feeding insights that drive performance improvement and building a better user experience.[\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Support employees with knowledge and insights in real time<\/h3>\r\nDigital and voice conversations and capabilities like automatic knowledge, insights, next-best action support, translation and summarisation come standard.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"5\/12\"][vc_column_text ct_style=\"stat\" css=\"\" ct_stat_link=\"url:%2Fresources%2Fstate-of-cx\"]\r\n<p class=\"h0\">37%<\/p>\r\n<p class=\"text-22\">of CX leaders say using technology to improve employee experience is a major focus of the next 12\u201324 months<\/p>\r\n- \u201cThe State of Customer Experience,\u201d Genesys, 2025[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][vc_column_text css=\"\"]\r\n<h2 class=\"h3\">Contact centre employees are positioned to succeed<\/h2>\r\nUnlock 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.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column offset=\"vc_col-md-offset-1 vc_col-md-10\"][component_cta_block cta_image_mobile=\"image-stack-flipped\" cta_img_rounded=\"yes\" background_color=\"bgc-lgray\" media=\"574575\" cta=\"url:%2Fen-sg%2Fwebinars%2Fwhen-people-and-ai-team-up-empowered-agents-and-supervisors-for-better-cx-outcomes|title:Watch%20now|\"]\r\n<h2 class=\"h3\">Find out more about Genesys Cloud Copilot<\/h2>\r\nWatch our webinar to see what an AI copilot can do for your customer service team[\/component_cta_block][\/vc_column][\/vc_row][\/vc_section][vc_section par_bg=\"enable\" background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" el_class=\"bg-cover bg-150-md bg-center bg-norepeat\" css=\".vc_custom_1740963356468{background-image: url(https:\/\/www.genesys.com\/media\/capability-home-pill-background.png?id=542417) !important;}\"][vc_row r_gutter_size=\"gutter-small\" background_color=\"bgc-glass\" equal_height=\"yes\" el_class=\"py-3 px-1 px-lg-3 rounded mt-0\"][vc_column width=\"7\/12\"][vc_column_text css=\"\"]\r\n<h2>Enhance your workforce with interactive, real-time support<\/h2>\r\nGenesys Cloud\u2122 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 specialised on-queue Agent Copilot provides real-time assistance as agents work with customers.[\/vc_column_text][\/vc_column][vc_column el_class=\"mt-2\"][vc_row_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Embedded real-time knowledge and automation<\/h3>\r\nGenesys Cloud Copilot uses AI to reduce tedious manual searches by conversationally assisting users and presenting critical knowledge to everyone in the contact centre at the moment of need.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Interact conversationally with your AI copilot<\/h3>\r\nWork with Genesys Cloud Copilot in natural language, the way you would a human teammate. It understands your intent, and delivers the right result.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Automatic translation<\/h3>\r\nSupporting a global team can be challenging. Genesys Cloud Copilot translates transcripts in over 70 languages, reducing multilingual evaluation time and scaling global operations.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Automatic interaction insights<\/h3>\r\nGenesys 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.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Understand performance<\/h3>\r\nAsk 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.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Auto-summarisation for agents using Generative AI<\/h3>\r\nCreate interaction summaries based on contextual understanding of what happened in a customer interaction, reducing effort and helping pinpoint key takeaways. [\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Next-best action guidance on cue<\/h3>\r\nWith the Genesys Cloud\u2122 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.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row equal_height=\"yes\"][vc_column width=\"2\/3\"][vc_column_text css=\"\"]\r\n<h2>See what our customers are saying<\/h2>\r\n[\/vc_column_text][\/vc_column][vc_column elemental_order=\"order-5\" offset=\"vc_col-md-4\"][component_button cta_style=\"btn-chev\" content_alignment=\"text-right\" tablet_alignment=\"text-center\" button_color=\"btn-secondary\" primary_cta=\"url:%2Fen-sg%2Fcustomer-stories|title:Read%20all%20stories|\"][\/vc_column][vc_column][customer_carousel pull_type=\"advanced\" adv_customer_stories=\"%5B%7B%22customer_story%22%3A%22512140%22%2C%22customer_story_quote%22%3A%22I%E2%80%99m%20really%20excited%20about%20the%20future%20of%20customer%20experience.%20I%20think%20that%20Genesys%20has%20a%20nice%20balance%20between%20understanding%20that%20the%20better%20an%20Agent%20experience%20we%20have%2C%20the%20better%20the%20customer%20experience%20will%20be.%22%2C%22customer_story_speaker%22%3A%22Ceri%20Davies%2C%20Manager%20Customer%20Centre%2C%20Virgin%20Atlantic%22%2C%22customer_story_new_tab%22%3A%22no%22%7D%5D\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][chunker chunk_template=\"614947\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row css=\".vc_custom_1669151417686{padding-top: 0px !important;padding-bottom: 0px !important;}\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h2>See what else you can do with Genesys<\/h2>\r\n[\/vc_column_text][\/vc_column][vc_column elemental_order=\"order-5\" offset=\"vc_col-md-6\"][component_button cta_style=\"btn-chev\" content_alignment=\"text-right\" tablet_alignment=\"text-center\" button_color=\"btn-secondary\" primary_cta=\"url:%2Fen-sg%2Fcapabilities|title:Explore%20all%20capabilities|\"][\/vc_column][vc_column][capability_list theme=\"icon-bg\" hover_color=\"text-white\" background_color=\"bgc-navy\" lobby_slug=\"ai-and-automation\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h2>Find out more about Genesys Cloud copilots<\/h2>\r\n[\/vc_column_text][\/vc_column][vc_column elemental_order=\"order-5\" offset=\"vc_col-md-6\"][component_button cta_style=\"btn-chev\" content_alignment=\"text-right\" tablet_alignment=\"text-center\" button_color=\"btn-secondary\" primary_cta=\"url:%2Fen-sg%2Fresources|title:View%20all%20resources|\"][\/vc_column][vc_column][related_posts hide_title=\"yes\"][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=\"enable\" background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1748541509010{background-image: url(https:\/\/www.genesys.com\/media\/form_background.png?id=574784) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\" el_class=\"px-0 py-2 px-md-5 py-md-5\" el_id=\"demo\"][vc_row background_color=\"bgc-glass\" content_placement=\"middle\" el_class=\"form-card\"][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h2>See Genesys Cloud Copilot in action<\/h2>\r\nWith our copilots, contact centre employees can uncover timely information, build stronger connections and more.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][mktoform form_action=\"inline\" cta_button=\"Book your demo today\" form_type=\"hot\" ar_status=\"Hot Lead\" cta_header=\"\" cid_id=\"7014X000003AexeQAC\" target=\".thank-you\" form_additional_classes=\"no-bg-form\"][vc_column_text css=\"\" el_class=\"thank-you\"]\r\n<p class=\"h4\">Thank you for your interest.<\/p>\r\nWe\u2019ll contact you directly to set up a date and time that works with your schedule.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h2>Frequently asked questions about copilots<\/h2>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"5\/6\" offset=\"vc_col-sm-offset-1\"][faqmodule][faqitem item_question=\"What are the different types of agents?\"]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.\r\n\r\nOutside the contact centre, 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.[\/faqitem][faqitem item_question=\"What is an example of a virtual agent?\"]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).\r\n\r\nSiri 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.[\/faqitem][faqitem item_question=\"What is an AI agent copilot?\"]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\u2019re asked; automate and execute business processes and tasks; and help agents resolve customer queries more effectively and efficiently.[\/faqitem][faqitem item_question=\"What kind of AI does agent copilot use?\"]A CX copilot uses multiple forms of AI. Conversational AI, Agentic AI and Generative AI work with the conversation through transcription, insight extraction, summarisation 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.[\/faqitem][faqitem item_question=\"What is the difference between supervisor copilot and virtual supervisor?\"]Supervisor copilots, like Genesys Cloud Copilot, enhance the work of supervisors to reduce manual effort by summarising interactions, automating translation and generating key insights from interactions. Supervisors can focus on higher value tasks like personalised coaching and development for agents and can make data-driven decisions. Virtual supervisor AI automates routine tasks like scoring evaluations.[\/faqitem][faqitem item_question=\"Can Genesys Cloud Copilot integrate seamlessly with an administrator or supervisor\u2019s existing tools, such as workforce management and analytics platforms?\"]Yes, Genesys Cloud Copilot is native to the Genesys Cloud platform. Its access to data and tools in Genesys Cloud matches its user\u2019s access. As a component of Genesys Cloud, it has native access to data, analytics, tools and more.[\/faqitem][faqitem item_question=\"Do all users of Genesys Cloud Copilot use it in the same way?\"]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.[\/faqitem][\/faqmodule][\/vc_column][\/vc_row][\/vc_section]","post_title":"Agent copilot","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"copilots","to_ping":"","pinged":"","post_modified":"2026-02-18 22:09:19","post_modified_gmt":"2026-02-19 06:09:19","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/capabilities\/agent-assist","menu_order":0,"post_type":"capabilities","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":532236,"post_author":"1024","post_date":"2024-08-01 16:31:15","post_date_gmt":"2024-08-01 23:31:15","post_content":"[vc_section full_width=\"stretch_row\"][vc_row][vc_column][vc_column_text css=\"\"]<span data-contrast=\"auto\">As advancements in self-service tools have prevented many \u201ceasy\u201d questions from ever reaching an agent, customer service teams are instead left to answer more complex, nuanced and personalised questions from customers who reach out directly for support via a phone call, text, email or other channel. For agents, the stakes have never been higher.\u00a0<\/span><span data-ccp-props=\"{&quot;335559737&quot;:-20}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Novice agents often lean heavily on existing knowledge bases to support the answers they give to customers. And even veteran agents need direct support from knowledge articles. Manual search options typically yield good results and connect agents with information, but they take time.\u00a0<\/span><span data-ccp-props=\"{&quot;335559737&quot;:-20}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">That\u2019s a thing of the past. Genesys Cloud Agent Copilot, part of the Genesys Cloud<\/span><span data-contrast=\"auto\">\u2122<\/span><span data-contrast=\"auto\">\u00a0platform, delivers the most advanced agent-assistive technology ever deployed to contact centres to support <\/span><a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/meet-the-future-with-ai-powered-experience-orchestration\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">AI-Powered Experience Orchestration<\/span><\/a><span data-contrast=\"auto\">.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Genesys Cloud Agent Copilot supports agents as they work through customer interactions from start to finish. In the contact centre, it surfaces knowledge for agents, without them needing to search for it, based on the content of the conversation. And because it takes notes on customer interactions and presents them to the agent to review, it also helps to shorten after-call work.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Using generative, conversational and predictive AI, Genesys Cloud <\/span><span data-contrast=\"none\">Agent Copilot<\/span><span data-contrast=\"auto\"> supports teams during and after customer interactions on any channel by:\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span>\r\n<ol>\r\n \t<li><span data-contrast=\"auto\">Surfacing knowledge<\/span><span data-ccp-props=\"{&quot;335559685&quot;:340,&quot;335559737&quot;:-20}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">Capturing agent suggestions on knowledge improvements\u00a0<\/span><span data-ccp-props=\"{&quot;335559685&quot;:340,&quot;335559737&quot;:-20}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">Transcribing conversations<\/span><span data-ccp-props=\"{&quot;335559685&quot;:340,&quot;335559737&quot;:-20}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">Providing custom scripting<\/span><span data-ccp-props=\"{&quot;335559685&quot;:340,&quot;335559737&quot;:-20}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">Presenting the correct form or workflow process document<\/span><span data-ccp-props=\"{&quot;335559685&quot;:340,&quot;335559737&quot;:-20}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">Suggesting wrap-up codes<\/span><span data-ccp-props=\"{&quot;335559685&quot;:340,&quot;335559737&quot;:-20}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">Writing a summary of the interaction<\/span><\/li>\r\n<\/ol>\r\n<h2>Automatically Suggest Relevant Knowledge<\/h2>\r\n<span data-contrast=\"auto\">With Genesys Cloud Agent Copilot, no agent \u2014 no matter their experience \u2014 has to search for knowledge. It automatically appears in their workspace when they need it.\u00a0<\/span><span data-ccp-props=\"{&quot;335559737&quot;:-20}\">\u00a0<\/span>[\/vc_column_text][vc_row_inner][vc_column_inner width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h4><span class=\"TextRun Underlined SCXW124223897 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW124223897 BCX0\">Without a C<\/span><span class=\"NormalTextRun SCXW124223897 BCX0\">opilot<\/span><\/span><\/h4>\r\n<span class=\"TextRun SCXW176787634 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW176787634 BCX0\">Agents must understand<\/span><span class=\"NormalTextRun SCXW176787634 BCX0\"> customers<\/span><span class=\"NormalTextRun SCXW176787634 BCX0\">\u2019<\/span><span class=\"NormalTextRun SCXW176787634 BCX0\"> intent and <\/span><span class=\"NormalTextRun SCXW176787634 BCX0\">know <\/span><span class=\"NormalTextRun SCXW176787634 BCX0\">what piece of knowledge <\/span><span class=\"NormalTextRun SCXW176787634 BCX0\">can help<\/span><span class=\"NormalTextRun SCXW176787634 BCX0\"> support them. They <\/span><span class=\"NormalTextRun SCXW176787634 BCX0\">need to <\/span><span class=\"NormalTextRun SCXW176787634 BCX0\">manually type search terms<\/span><span class=\"NormalTextRun SCXW176787634 BCX0\"> and<\/span><span class=\"NormalTextRun SCXW176787634 BCX0\"> scan articles that come up for relevance<\/span><span class=\"NormalTextRun SCXW176787634 BCX0\">. They need to <\/span><span class=\"NormalTextRun SCXW176787634 BCX0\">find the correct information and <\/span><span class=\"NormalTextRun SCXW176787634 BCX0\">then relay it to the customer<\/span><span class=\"NormalTextRun SCXW176787634 BCX0\"> \u2014<\/span><span class=\"NormalTextRun SCXW176787634 BCX0\"> all while multitasking and chatting with customers<\/span><span class=\"NormalTextRun SCXW176787634 BCX0\"> or while the customer waits on hold<\/span><span class=\"NormalTextRun SCXW176787634 BCX0\">.\u00a0<\/span><\/span><span class=\"EOP SCXW176787634 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h4><span class=\"TextRun Underlined SCXW92275115 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW92275115 BCX0\">With Genesys Cloud Agent Copilot<\/span><\/span><\/h4>\r\n<span class=\"TextRun SCXW133497222 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW133497222 BCX0\">Agents <\/span><span class=\"NormalTextRun SCXW133497222 BCX0\">chat<\/span><span class=\"NormalTextRun SCXW133497222 BCX0\"> back and forth with customers, and refer to their<\/span> <span class=\"NormalTextRun SCXW133497222 BCX0\">Genesys Cloud Agent <\/span><span class=\"NormalTextRun SCXW133497222 BCX0\">C<\/span><span class=\"NormalTextRun SCXW133497222 BCX0\">opilot panel, which is constantly refreshed <\/span><span class=\"NormalTextRun SCXW133497222 BCX0\">with relevant knowledge <\/span><span class=\"NormalTextRun SCXW133497222 BCX0\">based on the context of the customer-agent conversation<\/span><span class=\"NormalTextRun SCXW133497222 BCX0\">.<\/span><span class=\"NormalTextRun SCXW133497222 BCX0\">\u00a0<\/span><\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=\"\"]Sometimes, a knowledge article presented to an agent is lengthy. Genesys Cloud Agent Copilot knows which passage is relevant to the agent and highlights the section. This saves time and, most importantly, keeps the original article intact, which ensures accuracy.[\/vc_column_text][vc_single_image image=\"530947\" css=\".vc_custom_1721934719171{margin-top: 1.5em !important;border-bottom-width: 1.5em !important;}\"][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h2>Provide Next-Best Action Guidance for Any Interaction<\/h2>\r\nCustomer interactions are unique, yet the playbooks and scripts that agents work from are designed to be one-size-fits-all. By recognising the customer\u2019s intent based on what they\u2019ve said, Genesys Cloud Agent Copilot automatically presents agents with whatever they need next \u2014 a form, a script, a disclaimer to read, a tool that checks an order status \u2014 to progress the customer toward their desired outcome.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h4>Without a Copilot<\/h4>\r\nAgents use their own expertise and consult with one another to find the right form or ask the right question. This method can work, but also results in low first-contact resolution rates, high wait and hold times, and inconsistent experiences, among other frustrations. It also requires agents to spend time hunting down the right material to complete the customer\u2019s request.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h4>With Genesys Cloud Agent Copilot<\/h4>\r\nAgents chat back and forth with customers; as they do this, Genesys Cloud Agent Copilot offers script prompts and forms directly in their workspace.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row][vc_column][vc_single_image image=\"530829\" css=\".vc_custom_1721913550605{margin-top: 1.5em !important;border-bottom-width: 1.5em !important;}\"][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]Agents who work with Genesys Cloud Agent Copilot spend less time doing mundane, repetitive tasks than agents who don\u2019t have the power of AI at their fingertips. As a result, they can provide more empathetic and personalised service.\r\n<h2>Save Time During and After Customer Interactions with Auto-Summarisation<\/h2>\r\nKeeping high-quality notes about what goes on in every customer interaction is tedious. Most agents work on their \u201cafter-call\u201d notes throughout a customer interaction by jotting down things they want to remember to capture in the summary. So, despite being called an \u201cafter\u201d interaction task, this note-taking takes time and agent attention as they interact with customers.[\/vc_column_text][vc_single_image image=\"530830\" css=\".vc_custom_1721913177621{margin-top: 1.5em !important;margin-bottom: 1.5em !important;border-bottom-width: 1.5em !important;}\"][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h4><strong>Without a Copilot<\/strong><\/h4>\r\nAgents take notes as they speak to customers, multitasking so they don\u2019t miss something in the summary. <span class=\"TextRun SCXW212401425 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW212401425 BCX0\">Customers can tell when agents are distracted and busy, and using filler words like \u201cM<\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW212401425 BCX0\">mmhmm<\/span><span class=\"NormalTextRun SCXW212401425 BCX0\"> okay\u2026\u201d.<\/span> <span class=\"NormalTextRun SCXW212401425 BCX0\">After the interaction ends, <\/span><span class=\"NormalTextRun SCXW212401425 BCX0\">agents often write <\/span><span class=\"NormalTextRun SCXW212401425 BCX0\">notes as fast as they can so they can move onto the next customer<\/span><span class=\"NormalTextRun SCXW212401425 BCX0\">, calling upon the quick notes they made during the interaction. With this, they're likely to miss key details, especially during long calls. <\/span><\/span><span class=\"EOP SCXW212401425 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span>[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h4>With Genesys Cloud Agent Copilot<\/h4>\r\nAgents spend the entirety of every customer interaction speaking to the customer, knowing that the copilot is keeping track of what has happened. When the interaction ends, agents are presented with notes to read, edit if necessary, and save.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=\"\"]Genesys Cloud Agent Copilot uses generative AI to write a summary of interactions on voice and digital channels. Agents who use the technology don\u2019t have to write notes at all, they simply review what the copilot drafted, make edits if they chose, and save the notes to the system of record.[\/vc_column_text][vc_single_image image=\"530830\" css=\".vc_custom_1721934954907{margin-top: 1.5em !important;border-bottom-width: 1.5em !important;}\"][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=\"\"]Time saved is just one benefit to auto-summarisation. Another is improved note quality. Agents who feel the pressure of keeping their performance metrics aligned with goals can make spelling mistakes or leave out key details. Additionally, agents sometimes create well-intended notes that are difficult to understand. When a customer makes a second or third contact with the company, or if an interaction gets transferred or escalated, the agent handling that interaction relies on quality notes to loop them into what\u2019s going on with the customer and their case. But notes that are full of errors aren\u2019t helpful at all. AI-generated notes are written consistently \u2014 and agents have more time to review and edit notes as necessary \u2014 improving overall quality.\r\n\r\nAuto-summarisation and AI-generated notes also ensure data quality for analytics. AI doesn\u2019t make spelling errors; it spells out or uses consistent acronyms and numbers, according to how you train it. The data that comes from AI summaries is much cleaner and easier to use for analytics versus summaries humans have written.\r\n<h2>AI Speeds Wrap-Up Code Work<\/h2>\r\nAn important data point for every contact centre administrator is wrap-up codes. But the practical reality of selecting a wrap-up code is a hassle for every agent.\r\n\r\nGenesys Cloud Agent Copilot creates a prioritised short list of wrap-up codes that it recommends for the agent to select from at the conclusion of each customer interaction. This reduces the time agents spend searching for and selecting wrap-up codes \u2014 and it improves the consistency and data quality of the codes.[\/vc_column_text][vc_single_image image=\"530834\" css=\".vc_custom_1721913645672{margin-top: 1.5em !important;border-bottom-width: 1.5em !important;}\"][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h4>Without a Copilot: For the Agent<\/h4>\r\nAgents finish an interaction, write notes and then scroll-scroll-scroll to select the correct wrap-up code. There\u2019s often more than one code that could apply, so the agent just picks what makes the most sense to them. This is all done in isolation.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h4>With Genesys Cloud Agent Copilot: For the Agent<\/h4>\r\nAgents finish an interaction and select a suggested wrap-up code with one click.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h4>Without a Copilot: For the Administrator<\/h4>\r\nRely on training of all agents to make wrap-up code selections consistent enough that the data rely on for business decisions is accurate. <span class=\"NormalTextRun SCXW92608442 BCX0\">Find that in the data, many agents just select the default wrap up code for lack of a better <\/span><span class=\"NormalTextRun SCXW92608442 BCX0\">option<\/span><span class=\"NormalTextRun SCXW92608442 BCX0\">.\u00a0<\/span>[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h4>With Genesys Cloud Agent Copilot: For the Administrator<\/h4>\r\nWrap up codes are applied consistently, so data is more trustworthy and better suited for analytics and planning.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=\"\"]Wrap-up code suggestions are a perfect example of AI working alongside agents for better results. When AI does the first pass at selecting the wrap-up code \u2014 culling list of options from dozens to two or three \u2014 it allows people to work on higher-value work for which they\u2019re better suited.\r\n\r\nVeteran agents prefer to use suggested wrap-up codes to shorten their after-call workload. And novice agents require less training on wrap-up codes in general, since they have the support of copilot assisting their work.\r\n<h2>Improved Agent Interactions for Better Customer Experiences<\/h2>\r\nGenesys Cloud Agent Copilot makes agents more efficient and, ultimately, that improves the overall customer experience. \u00a0By serving agents the right information at the right time, suggesting what action they should take next, and doing the heavy-lifting for after-interaction work, it reduces wait times for customers, improves the quality of service that agents provide and enriches the day-to-day experience for agents.\r\n\r\n<a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/agent-copilot\" target=\"_blank\" rel=\"noopener\">Learn more<\/a> about Genesys Cloud Agent Copilot today.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"Genesys Cloud Agent Copilot Deep Dive","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"genesys-cloud-agent-copilot-deep-dive","to_ping":"","pinged":"","post_modified":"2024-08-05 16:40:18","post_modified_gmt":"2024-08-05 23:40:18","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/genesys-cloud-agent-copilot-deep-dive","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"}]},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/534050","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/316"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/534050\/revisions"}],"predecessor-version":[{"id":534054,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/534050\/revisions\/534054"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/531694"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=534050"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=534050"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=534050"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=534050"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=534050"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=534050"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=534050"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=534050"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=534050"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=534050"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=534050"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}