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  • 1.  Co-pilot Support for Different Interaction Types

    Posted 12-02-2024 11:34
    No replies, thread closed.

    Hi everyone,

    I've come across some discussions suggesting that Co-pilot might not be fully supported for email conversations. Could someone please clarify this?

    Specifically, I'm interested in understanding:

    • Which interaction types are officially supported by Co-pilot? Is it limited to voice calls and web chat, or are other channels like email and SMS also supported?
    • If email and SMS support is limited or unavailable, are there any plans to expand Co-pilot's functionality to these channels in the future?

    Any insights or updates on Co-pilot's channel support would be greatly appreciated!

    Thanks,

    Orhun


    #ConversationalAI(Bots,AgentAssist,etc.)


  • 2.  RE: Co-pilot Support for Different Interaction Types
    Best Answer

    Posted 12-02-2024 17:18
    No replies, thread closed.

    CoPilot supports digital channels like SMS and WhatsApp as well as Web Messaging, but not Email.  Genesys is working on and Email Agent that will use Intents to categorize Emails, but have not heard about any anything on the horizon for AI replies as of yet.  There are several ideas for that. 

     



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Co-pilot Support for Different Interaction Types

    Posted 12-03-2024 02:49
    No replies, thread closed.

    Hi, Robert. Thank you for clarifying; that's exactly what I thought!



  • 4.  RE: Co-pilot Support for Different Interaction Types

    Posted 02-13-2025 13:22
    No replies, thread closed.

    We haven't been able to get the auto surfacing of articles to work for SMS interactions. It is working on Web Messaging (and voice). Any ideas on what could cause this? We have tested with the actual article names and still it does not surface unless the agent uses the search function and types it in. 

    Thank you!

    Whitney



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    Whitney
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    Original Message


  • 5.  RE: Co-pilot Support for Different Interaction Types

    Posted 02-13-2025 14:46
    Edited by Vaun McCarthy 02-13-2025 14:48
    No replies, thread closed.

    For what it's worth yes I'm fairly sure I tested it out under web messaging.  The only issue I had was making sure the language/dialect was matching all the way through.  That may be something worth looking into for your issue.



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    Vaun McCarthy
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    Original Message


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