Genesys Agent Copilot overview

Genesys Agent Copilot is a tool that uses conversational, generative, and predictive AI to assist agents during and after interactions with customers. Agent Copilot helps agents get back on queue faster in the following ways:

• Surfaces knowledge articles, so agents don’t have to search for them.
• Transcribes conversations, so agents can refer to it if they miss something.
• Provides custom scripts and next best action recommendations to help agents navigate workflows more easily.
• Presents a form in need of completion to keep agents from having to find it.
• Helps agents complete interactions by writing notes, including the reason the customer made contact, the resolution, and potential wrap-up codes.

Genesys Agent Copilot benefits work seamlessly when an agent blind transfers a call or digital interaction to another agent.