Contact centre 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 Agent Copilot uses artificial intelligence (AI) to automate information and repetitive tasks, enabling agents to meet these escalating demands.
Integrated Genesys Knowledge provides the AI-enabled knowledge base that powers manual smart search and delivers in-context, relevant information automatically during the conversation. Agents get access to canned responses and other answer accelerators — and provide feedback that’s used to enhance the conversational intelligence. Administrators gain easy-to-use tools to create knowledge and enable new conversational intelligence.
Generative AI is used to automatically summarise conversations on voice and digital interactions — reducing a process that typically takes one to three minutes down to just seconds. Task automation reduces the after-call work for agents, increasing agent efficiency while ensuring process consistency.
When an agent interacts with a customer, Genesys Agent Copilot offers the agent potential answers to the customer’s questions. Agent Copilot uses the assigned knowledge bases created through Genesys Knowledge to provide responses to customer inquiries. In addition to information, Agent Copilot reduces after-call work by automating call summaries using generative AI. This automation standardises data capture — 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.
