Contact center agents are facing more complex queries with higher customer expectations and more pressure to resolve the customer issue. These issues create agent frustration and have a negative impact on customer experience outcomes. Genesys Cloud™ Agent Copilot uses artificial intelligence (AI) to support agents while they’re interacting directly with customers, by automating information and repetitive tasks, enabling agents to meet these escalating demands.
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 — and can provide feedback that’s used to enhance the conversational intelligence. Administrators gain easy-to-use tools to connect to knowledge and enable new conversational intelligence.
Generative AI is used to automatically summarize conversations on voice and digital interactions — reducing a process that typically takes one to three minutes down to just seconds. Summaries can be completely customized 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.
As an agent interacts with a customer, Genesys Cloud Agent Copilot offers the agent potential answers to the customer’s 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 customized to suit the needs and style of the business; automating note capture standardizes the process — providing a richer source of insight for supervisors and administrators — allowing agents to focus on speaking to customers, as AI takes notes on their behalf.
