Genesys Cloud Supervisor Copilot and Genesys Cloud Virtual Supervisor are artificial intelligence (AI)-powered capabilities that transform how supervisors manage, evaluate and support contact center teams. With real-time summaries, intelligent scoring and contextual understanding, these tools reduce manual QA work while improving consistency and effectiveness.
Supervisor Copilot assists with post interactions tasks — like multilingual translation, summarization and guidance — while Virtual Supervisor automates evaluation scoring based on QM-defined prompts and criteria. Together, they help supervisors act faster, coach smarter and scale quality oversight without sacrificing accuracy or fairness.
Genesys Cloud AI for Supervisors empowers team leaders to focus on strategy, not spreadsheets. Supervisor Copilot enhances management processes with tools like on-demand interaction translation and post-call summaries. Virtual Supervisor takes it further — automatically answering quality and performance evaluation questions using AI that understands intent and compliance. It applies contextual prompts from QM teams to deliver justifiable, reliable scores reasoning. Supervisors stay in the loop and gain better visibility across more interactions without the burden of manual reviews. The result? Stronger performance, faster insights and a more engaged, supported agent workforce.
