AI experience in Genesys Cloud embedded clients

Bring in Genesys AI experience into Genesys Cloud embedded clients to enhance customer interactions. In Genesys Cloud embedded clients, configuring the interaction window along with the embedded client provides the agent with the necessary tools and information to handle interactions efficiently. The interaction window provides the access to AI-powered tools such as, Agent Assist and Agent Copilot.

For more information, see the Interaction window in embedded clients.

Agent Assist

Genesys Agent Assist provides real-time suggestions and guidance based on uploaded data. It uses the assigned knowledge bases to provide responses to customer inquiries. Agents can automatically surface knowledge or manually search the knowledge base for responses.

For more information, see About Agent Assist.

Agent Copilot

Agent Copilot determines the customer intent and provides the next best action to the agent. It can generate interaction summaries and predict wrap-up codes after an interaction. It automates the routine tasks so agents can focus on higher-value interactions. 

While providing automation throughout the entire interaction time with the customer, Agent Copilot goes beyond the knowledge-based support and acts as a virtual assistant to an agent. It analyzes the entire conversation that includes the keywords, phrases, and sentiments. Based on the interaction analysis, it suggests a list of potential wrap-up codes. Agents can then review the suggested wrap-up codes and also provide feedback on the suggested code for improvement in the system’s performance over time.

Seamless integration with the other widgets in the interaction window lets Agent Copilot use it to provide personalized and effective customer interactions, enabling an intelligent agent experience. 

For more information, see About Agent Copilot.