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  • 1.  Genesys Cloud Copilot is your team's new trusted teammate

    Posted 02-20-2026 08:23
    No replies, thread closed.

    Many "AI for CX" tools add another dashboard, another workflow - and another silo. Genesys Cloud™ Copilot is different. It brings conversational AI directly into Genesys Cloud, so teams can get help in the moment - right where their work happens.  

     

    What's included in Limited Availability (LA): 

    • Analytics Data Explorer: Ask plain-language questions about performance, trends and agent activity - then drill into the right workspace to take action.  

    • Additional AI agents: Get agents for User Management, Time Off , Work Teams, Agent Recognition, Change and Audit assistance, plus in-product "how to" guidance.  

    • LA scope: Only English and Spanish languages are currently supported, in available regions. Additional language support is expected in the coming months. 

     

    If you're looking to stay proactive and deliver the next level of experience, Genesys Cloud Copilot is built to help teams get answers faster and move from insight to action with less friction. Check out the Genesys Cloud Copilot webpage to learn more, or feel free to post your questions about Genesys Cloud Copilot below. 


    #AICopilot(Agent,SupervisorAdmin)

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    Brett Bothast
    Global Campaign Manager
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  • 2.  RE: Genesys Cloud Copilot is your team's new trusted teammate
    Best Answer

    Posted 02-20-2026 08:41
    No replies, thread closed.

    Great update - really exciting to see Copilot evolving beyond assistance into embedded operational AI inside Genesys Cloud.

    We've already applied Copilot in a real production scenario, focusing on knowledge design, generated responses and agent workflow integration. The results showed clear impact on adoption, evaluation time reduction and overall agent experience.

    If helpful, here's the case we shared with the community:
    👉 https://community.genesys.com/discussion/evolving-a-scalable-agent-copilot-strategy-knowledge-design-for-generated-responses#bm944e7b8c-37a2-4812-b0ea-870ecacf2a3c

    Happy to exchange learnings with anyone exploring similar use cases.



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    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
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