How is Genesys Cloud Copilot different from Genesys Agent Copilot?

Genesys Cloud Copilot and Genesys Agent Copilot serve different audiences and use cases. Genesys Cloud Copilot is a conversational, agentic assistant designed for supervisors, administrators, and operations leaders. It allows users to configure, manage, and optimize Genesys Cloud through natural language and guided workflows. It is not available to agents while they are on queue or while they actively handle customer interactions.

Genesys Agent Copilot, by contrast, is designed for frontline agents during live customer interactions. It provides real-time assistance, such as suggested responses, knowledge articles, interaction checklists, and automation to support the conversation.

While Genesys Agent Copilot focuses on in-the-moment interaction support, Genesys Cloud Copilot focuses on operational, administrative, and analytical work outside of live customer handling.