Hi Rohit,
Yes, we've been using a custom framework within Genesys Copilot, and it's been a massive win for our operations.
Right now, we use it to automatically scan live call transcripts to instantly generate structured internal CRM notes and a ready-to-send customer resolution email.
Through some intentional prompt engineering, we got the system to be incredibly smart at parsing the transcript to accurately differentiate speaker roles. It flawlessly identifies the customer's name versus the agent's name, pulling both to dynamically generate a personalized email signature for the agent.
The biggest advantages have been:
• Zero Manual Note-Taking: Completely eliminates the grunt work of writing notes for both internal and external systems.
• High Accuracy: Grounded strictly in the transcript facts with zero hallucinations.
• Scalability: We started with our Password/MFA queues and are now rolling it out to our software queue. So I have got different copilot with customer prompts for each queue separately catered for rhat queue.
Happy to share more about how we structured the prompt logic if you're looking to set up something similar!
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Phaneendra
Technical Solutions Consultant
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