About Virtual Supervisor and Copilot
Virtual Supervisor and Supervisor Copilot are AI-powered tools designed to support and enhance supervisor workflows. These features combine powerful capabilities (AI scoring, summary, insights, and translate), to deliver a smarter, more efficient way to monitor performance, gain clarity from conversations, and act quickly on key information.
Genesys Virtual Supervisor enhances Quality Management by leveraging AI to automate interaction evaluations. It automatically scores interactions and delivers actionable insights, highlighting areas for improvement and explaining the rationale behind each assessment. By reducing the need for manual reviews, Virtual Supervisor empowers supervisors to more effectively support agents and focus on coaching and performance development.
Genesys Supervisor Copilot is an AI-powered toolkit designed to enhance supervisor productivity and decision-making in the contact center. It complements existing workflows by simplifying complex tasks and accelerating interaction analysis. Key features include On-Demand Translation, enabling real-time understanding of multilingual conversations, and AI Insights, which offer comprehensive interaction summaries along with key details such as contact reasons, resolutions, and follow-up actions—helping supervisors quickly grasp the context and take informed action.
About Genesys Cloud AI
Learn about Genesys Cloud AI offerings.
AI Scoring
AI Scoring enables administrators to efficiently assess the performance of their customer service agents.
AI Translate
AI Translate enables administrators to convert the text of an interaction’s transcript into your preferred dialect.
AI Summary and Insights
An interaction AI summary provides supervisors with an overview of a customer-agent interaction transcript.
FAQs
Find answers to some of the most frequently asked Virtual Supervisor and Copilot questions.
- What does Supervisor Copilot include?
- What does Virtual Supervisor include?
- How are Supervisor Copilot and Virtual Supervisor billed?
- Is there a charge to view summaries already created by Agent Copilot?
- Do permissions affect Supervisor Copilot and Virtual Supervisor billing?
- How is AI Summary and Insights enabled?
- What happens if no queues or flows are assigned to a program?
- Is the STA (Speech and Text Analytics) Add-On required for Supervisor Copilot?
- Is STA (Speech and Text Analytics) required for AI Scoring?
- Can I have AI Scoring with a CX2 license?
- Do the existing evaluation limits apply to AI Scoring driven evaluations?
- Does STA (Speech and Text Analytics) include transcription minutes?
