About Genesys Agent Copilot

AI-generated summary

Genesys Cloud's Agent Copilot is an AI-powered agent assistance tool designed to enhance both real-time and post-call customer interactions through intelligent analysis and automated support. The system analyzes customer intent during calls to recommend optimal next actions, while providing post-call support through automated conversation summaries, contact reason identification, resolution documentation, and wrap-up code suggestions. Implementation requires specific licensing and role-based permissions configured through comprehensive setup procedures. The platform delivers multi-faceted capabilities including customizable conversation summaries generated through AI Studio, multi-language support, agent checklists, and intent health monitoring. Real-time features encompass answer highlighting and knowledge article segment filtering, while post-call functionality includes email generation and wrap-up code surfacing. Agent Copilot supports multiple communication channels and provides performance analytics through dedicated dashboards for monitoring system effectiveness. Technical implementation involves configurable natural language understanding, rules-based logic, and queue assignments. The system utilizes AI model selection with large language model (LLM) input parameters and operates on a token-based pricing model with metering capabilities. Integration with AI Studio enables customization of both conversation summaries and AI Guides, allowing organizations to convert business instructions into interactive agents. The documentation provides comprehensive guidance including step-by-step setup procedures, best practice recommendations for launch preparation, and troubleshooting resources. Frequently addressed topics include accuracy optimization strategies, channel support specifications, persistence mechanisms, and resolution procedures for generation failures. This structured approach ensures organizations can effectively deploy, configure, and maintain Agent Copilot to streamline agent workflows and improve customer interaction outcomes

Genesys 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.

Genesys Agent Copilot overview

Familiarize yourself with Genesys Agent Copilot. Learn about required licenses. Understand roles and permissions for Genesys Agent Copilot

Set up Genesys Agent Copilot

Learn about the step-by-step process of creating a new Agent Copilot.

Work with Genesys Agent Copilot summaries

Use AI Studio to customize conversation summaries for your agents.

Genesys Agent Copilot best practices

Get best practices for Agent Copilot.

Work with Genesys Agent Copilot features

Learn more about specific features in Genesys Agent Copilot.

Genesys Agent Copilot tokens and pricing

Learn about token pricing, Genesys Agent Copilot models, and billing scenarios.

Genesys Agent Copilot AI models and LLM input

Learn about Genesys Agent Copilot artificial intelligence (AI) and large language model (LLM) input.

Understand Genesys Agent Copilot AI models and LLM input

Genesys Agent Copilot analytics

Inspect Copilot characteristics and analyze performance.

Genesys Agent Copilot performance dashboard

Use AI Studio to enhance AI experiences

Use AI Studio to build AI Guides that convert your business instructions into interactive AI agents and to customize conversation summaries for your agents.

About AI Studio

Frequently asked questions

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