Great resource - this kind of structured view really helps when positioning Copilot across roles and maturity stages.
Original Message:
Sent: 02-18-2026 14:18
From: Melissa Talamonti-Clark
Subject: Genesys Cloud Copilot - Ask the Expert Series
Hello everyone,
As promised, we're continuing to build out this ongoing Ask the Expert: Genesys Cloud Copilot thread with an additional educational resource to help you better understand the breadth of our Genesys Cloud Copilot capabilities.
Today, we're sharing Capabilities at a Glance. This document provides a structured overview of what Copilot can do today and what's coming next. It outlines each capability, what it does, and which primary roles it supports (Agent, Supervisor, Admin, WFM Planner, Analyst).
Whether you're exploring Copilot for the first time or looking to expand adoption, this resource is designed to give you a clear, role-based view of how Copilot fits into your organization and how it continues to evolve as part of its agentic AI framework.
As a reminder, this is an evolving post. We'll continue to add more insights, clarifications, and educational content in the coming weeks as Copilot expands.
If you have specific questions about a capability or are thinking through how Copilot fits into your AI maturity journey, drop a comment below.
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Melissa Talamonti-Clark
Product Manager, Genesys Education
Original Message:
Sent: 02-09-2026 08:56
From: Melissa Talamonti-Clark
Subject: Genesys Cloud Copilot - Ask the Expert Series
Welcome to the Genesys Education Ask the Expert series on Genesys Cloud Copilot!
In this ongoing Community post, @Maciej Dabrowski, Sr. Director of Product Management shares expert insights into Genesys Cloud Copilot-a conversational, agentic AI assistant designed to improve how Genesys Cloud users (administrators, supervisors, and agents while off-shift) get their work done.
Availability update:
Limited Availability (LA) for Genesys Cloud Copilot begins today January 26, 2026, for English and Spanish regions. If you're interested, you can still opt in to this early access program and start exploring emerging capabilities that enhance productivity, streamline workflows, and bring Agentic AI directly into your contact center experience. A link to opt in is included at the bottom of this post.
General Availability (GA) is planned for March 2026 across all supported languages. Over the next several weeks, we'll continue adding new educational resources to this post as they're completed-so be sure to follow or like this page to receive notifications when updates are published.
Q1: What is Genesys Cloud Copilot?
Genesys Cloud Copilot is an AI-powered assistant embedded within Genesys Cloud. It helps different user personas-such as administrators, supervisors, and off-shift agents complete their tasks more efficiently using natural language, rather than navigating complex menus or documentation.
Under the hood, Copilot is built on an extensible agentic framework powered by AI Agents. These AI Agents assist with a wide range of tasks, from surfacing contextual knowledge from the Genesys Cloud Resource Center to supporting configuration tasks (such as user management), data exploration, troubleshooting, and insight generation.
Q2: What problems does Genesys Cloud Copilot solve for agents and supervisors?
Today, the Genesys Cloud administration experience often requires users to:
· Manually navigate the Genesys Cloud UI to locate the correct information and
configuration pages
· Cross-reference Resource Center articles, often across multiple tabs or applications
· Rely on tribal knowledge or personal experience to complete complex or infrequent Workflows
This results in increased effort, higher error rates, and greater training and onboarding costs.
Copilot addresses these challenges by:
· Providing conversational, contextual guidance directly within the UI
· Helping users to complete tasks end-to-end, rather than simply answering questions
· Delivering an extensible set of capabilities through AI Agents
Q3: Who is Genesys Cloud Copilot for?
Genesys Cloud Copilot supports all user personas:
· Administrators – Assisting with configuration tasks such as adding users, managing queues, and administering other Genesys Cloud platform settings
· Supervisors – Resolving configuration or agent assignment issues, troubleshooting problems, and improving team performance using real-time data insights
· Agents (off-shift) – Learning, finding information, and completing off-shift tasks such as requesting time off
Genesys Cloud Copilot is highly contextual. It adapts its behavior and guidance based on the user's permissions, their current context (for example, the configuration page they are viewing), the task they are working on, and their ongoing conversation with Copilot.
Q4: What can Genesys Cloud Copilot do today?
The initial release of Genesys Cloud Copilot delivers key capabilities through task-specific AI Agents, including:
Knowledge Surfacing from the Resource Center
Copilot answers "how-to" questions using Retrieval-Augmented Generation (RAG), backed by up-to-date Resource Center content. It can guide users step by step, rather than simply linking to articles.
Configuration Assistance
Natural language support for common configuration tasks, including:
• Queue and routing setup and management
• User management
• Telephony management
• Work team management, and more
Supervisor Assistance
Support for tasks such as listing, approving, and rejecting time-off requests, viewing time-off balances, sending agent recognition, and more.
Troubleshooting and Insights
Data analysis, troubleshooting information, root-cause analysis, and suggested next steps across several domains, including:
• Analytics data, such as bot and virtual agent performance and insights
• Audit trail assistance, enabling conversational investigation of high-impact or suspicious configuration changes
Copilot capabilities continue to expand, with new AI Agents regularly added to support additional tasks.
Copilot interprets what the user is trying to accomplish and either:
• Guides them through the necessary steps in the UI, or
• Where supported, securely executes actions on their behalf via APIs-always within the user's permissions
Q5: How does Genesys Cloud Copilot ensure trust and control?
Security and trust are core design principles of Copilot:
• User permissions enforced – Copilot and its AI Agents operate strictly within the permissions of the user. If a user cannot perform an action, Copilot cannot perform it on their behalf.
• Confirmation of all changes – Copilot always requires users to review and approve any system configuration changes before they are applied (a human-in-the-loop approach).
• Extensive guardrails and alignment – Copilot includes robust safeguards to ensure it:
o Assists only with relevant, supported tasks
o Does not engage in out-of-scope or harmful requests
o Can identify and prevent toxic language
These controls apply to both current and future AI Agents, ensuring a consistent and trusted experience.
Q6: Where can customers learn more or go deeper?
Customers can explore additional resources on the Genesys website and in the Genesys Resource Center, including articles on Copilot, AI, and agentic workflows. For hands-on learning, Genesys Education offers instructor-led workshops that dive deeper into configuration and advanced use cases.
Customers are also encouraged to reach out to their Customer Success Manager or Account Manager to discuss how Copilot fits into their specific environment and roadmap. If you are interested in participating in the Genesys Cloud Copilot early access program, please complete the expression of interest form.
Share your feedback!
Did this Ask the Expert content help you better understand Genesys Cloud Copilot? Do you still have questions or want clarification on a topic? Let us know by leaving a comment or reacting below.
#GenesysCloud
#Training
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Melissa Talamonti-Clark
Product Manager, Genesys Education
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