Work with 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, or Genesys Cloud CX 3 Digital license
  • Agent Copilot Agent role

If your queue is assigned to a Agent Copilot and you have the Agent Copilot Agent Role, you can work with these tools;

  • AI-suggested knowledge articles
  • AI-suggested canned responses
  • AI-suggested script pages
  • Knowledge search
  • AI-generated summaries
  • AI-suggested wrap-up codes

You no longer must perform manual searches for this information. 

Open the Genesys Agent Copilot

  1. Navigate to your Interactions panel.
  2. When a new interaction appears, click Accept and handle the incoming call as you would do usually.
  3. Click the Agent Copilot icon. The Agent Copilot panel opens.
    Open the Agent Copilot

Knowledge suggestion 

If the Copilot detects a trigger or an intent in the customer’s messages, and your administrator assigned a knowledge article to that trigger, the assigned knowledge base article appears in the Copilot panel. In digital interactions, you can copy the entire article to the chat. To open the article, click the title.  

Canned responses

If the Copilot detects a trigger or an intent in the customer’s messages, and your administrator assigned a canned response to that trigger, the assigned canned response appears in the Copilot panel.

Scripter and Load script

If the Copilot detects a trigger or an intent in the customer’s messages, and your administrator assigned a script to that trigger, Agent Copilot displays the Load script button next to the transcribed message. To open the Script page, click this button and navigate there on the Copilot panel.

While in the conversation, the Copilot also suggests various interactions with the loaded script, based on the context.

Knowledge suggestions with answer highlight

If the conversation with the customer does not trigger rules, Agent Copilot performs a search against the assigned knowledge base, based on the customer’s query. If it finds a relevant article, Agent Copilot highlights the answer from within the article that pertains to the customer’s query. You can copy only the highlighted answer section to the chat when you open the article in the Copilot view.

Search knowledge

To search the knowledge base manually, click Search . The knowledge search highlights answer sections relevant to your search.

Summarization and wrap-up code prediction

When the agent ends the interaction, Agent Copilot generates a summary, and also offers suggestions for the Reason contacted and Resolution fields. Agent Copilot also predicts and suggests a wrap-up code. Select from the suggested wrap-up codes manually.

You can rate the summary with the thumbs up or the thumbs down icon.