Create a new Genesys Agent Copilot

AI-generated summary

Genesys Cloud provides Agent Copilot functionality that enhances agent-customer communication by determining customer intent and delivering relevant next best actions to agents. Agent Copilot also assists with after-call work by generating conversation summaries, identifying reasons for contact, documenting resolutions, and suggesting wrap-up codes. To create a new Agent Copilot, users must have appropriate licensing (CX 1 through CX 4 with various add-ons) and the Agent Copilot admin role. The creation process involves navigating to Menu > Orchestration > AI Studio > Agent Copilots, selecting New Copilot, entering a name and language (which cannot be changed later), selecting a voice transcription service, and clicking Create. Key operational constraints include: only one Agent Copilot can be assigned per queue, one knowledge base per copilot, and one script per copilot. All calls in queues with Agent Copilot assigned are automatically transcribed. Agent Copilot is not available with BYOC Premises voice transcription due to post-recording processing requirements. Users should save changes after each edit and consult best practices documentation for optimal deployment strategies.

Series: Create a Genesys Agent Copilot

Next suggested step: Configure Genesys Agent Copilot settings

PrerequisitesClick to expand

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.

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

Click Menu > Orchestration > AI Studio > Agent Copilots.
Click New Copilot.
Enter a name and choose a language. For more information, see Genesys Agent Copilot in Genesys Cloud supported languages.
Note: You cannot change the language later. To learn how to build a multi-language copilot see, Work with multi-language Agent Copilot.
Select the voice transcription service that you want to use.
Note: All calls of users in queues with Genesys Agent Copilot assigned are automatically transcribed. If you want to enable Speech and Text Analytics capabilities, you must also enable transcription at the queue level.
Click Create. The Agent Copilot opens to the Settings page.

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