Series: Create a Genesys Agent Copilot

Create a new Genesys Agent Copilot

Prerequisites
  • Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4 license
  • Agent Copilot admin role

Genesys Agent Copilot enhances communication between the agent and the customer. Genesys Agent Copilot determines customer intent and provides the relevant next best actions to the agent. Genesys Agent Copilot also offers assistance in after-call work and provides a summary of the conversation, reason for contact, resolution, and suggests wrap-up codes.

Notes:
  • If you have Genesys Agent Assist assistants, Genesys Cloud transfers them to the Agent copilots list. Genesys recommends that you create a new Agent Copilot.
  • Because BYOC Premises voice transcription occurs after the recording completes and uploads, Genesys Agent Copilot is not available with BYOC Premises.

Tips:

Genesys recommends that you keep these tips in mind as you create your Agent Copilot:

  • Remember to click ‘Save Copilot’ after each edit.
  • You can only assign one Agent Copilot to a queue.
  • You can only assign one knowledge base to an Agent Copilot.
  • You can only assign one script to an Agent Copilot.

For more information about best practices for Agent Copilot deployment, see Best practices for your Agent Copilot initial deployment.

Create an Agent Copilot

  1. Click Admin.
  2. Under Contact Center, click Agent Copilots.
  3. Click Menu > Orchestration > AI Studio > Agent Copilots.
  4. Click New Copilot.
  5. Enter a name and choose a language. For more information, see Genesys Agent Copilot in Genesys Cloud supported languages.
  6. Note: You cannot change the language later.
  7. Click Create. The Agent Copilot opens to the Settings page.

Configure Agent Copilot settings

For more information, see Configure Genesys Agent Copilot settings.

  1. Select the voice transcription service that you want to use.
  2. Optionally add an additional language and repeat step 1.
  3. Configure Knowledge base settings.
    1. Under Knowledge base selection, choose the knowledge base that your Copilot uses to surface knowledge articles to your agents.
    2. Under Knowledge confidence threshold, select how likely the knowledge base article answers the query. The default setting is 0.5.
    3. Under Auto suggestions, select whether you want to show articles only, answer highlights, or answer generation. Answer generation is available for knowledge bases that you configure for content-based search.
    4. Under Manual search, select whether you want to enable answer highlights, answer generation, or both.  
  4. Under Natural Language Understanding (NLU) settings, adjust the confidence threshold in accordance with how the threshold works in your organization’s NLU. This threshold determines which intents a model predicts based on a specified utterance.
  5. Configure After Call Work settings. For more information, see After Call Work settings.
    1. Under Wrap up codes, choose whether you want your Copilot to display AI-powered wrap up codes. 
    2. Under Summarization, choose whether you want your Copilot to display AI-powered summaries.
    3. Under Summary configuration, select a summary configuration for the Copilot to use to generate a custom summary. 

Next steps

To complete the configuration tabs for your Copilot, see these articles:

  1. Configure Genesys Agent Copilot natural language understanding. This article describes how to generate multiple intents and utterances with AI, test messages, and import intents and utterances with the intent miner.
  2. Configure Genesys Agent Copilot rules. This article describes how to set rules that your Copilot activates when the determined trigger occurs in the conversation. Set a trigger and an action for every rule.
  3. Configure queues for Genesys Agent Copilot. This article describes how to manually or automatically assign the Copilot to agents. 
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