Good afternoon!

I am looking to connect with anyone who currently uses the co-pilot feature.

We are hoping you could spare some time to meet with myself and others from my team to share tips and tricks and show us the ropes. It would be greatly appreciated. Please reach out so we can set something up!

Thank you so much!

Hopefully multiple people will jump in.

Have you already explored training available in Beyond?

Do you have any questions in particular? 

@Matt Lawson has a Q&A episode been done featuring the details of Co-pilot recently?

Good afternoon!

I am looking to connect with anyone who currently uses the co-pilot feature.

We are hoping you could spare some time to meet with myself and others from my team to share tips and tricks and show us the ropes. It would be greatly appreciated. Please reach out so we can set something up!

Thank you so much!

I have discovered the beyond training's i will complete today. Where can i find Matt's video? Specifically we are looking for some insight on implementing the feature and how you were able to introduce it to your contact center agents. 

Thank you!

Hopefully multiple people will jump in.

Have you already explored training available in Beyond?

Do you have any questions in particular? 

@Matt Lawson has a Q&A episode been done featuring the details of Co-pilot recently?

Good afternoon!

I am looking to connect with anyone who currently uses the co-pilot feature.

We are hoping you could spare some time to meet with myself and others from my team to share tips and tricks and show us the ropes. It would be greatly appreciated. Please reach out so we can set something up!

Thank you so much!

I have discovered the beyond training's i will complete today. Where can i find Matt's video? Specifically we are looking for some insight on implementing the feature and how you were able to introduce it to your contact center agents. 

Thank you!

Hopefully multiple people will jump in.

Have you already explored training available in Beyond?

Do you have any questions in particular? 

@Matt Lawson has a Q&A episode been done featuring the details of Co-pilot recently?

Good afternoon!

I am looking to connect with anyone who currently uses the co-pilot feature.

We are hoping you could spare some time to meet with myself and others from my team to share tips and tricks and show us the ropes. It would be greatly appreciated. Please reach out so we can set something up!

Thank you so much!

I concur with what others shared. To your question about implementing it and introducing it to your agents, once familiar with "how it works" technically, my biggest advice would be:

• Measure adoption | Although the agents can give Copilot feedback when it generates results, it would be helpful for you to launch an initial feedback survey within the first 30 days to collect general, non-punitive feedback (e.g. Are you using Knowledge surfacing, and if not, why? Is the Conversation Summary helpful? How would you improve the feature?)
• Set expectations around strongly encourage (or enforce...your call) using it | It's one thing to turn it on for your agents, but if they don't have the Copilot panel open and are not providing feedback to the results it generates, it's useless. If you have screen capture enabled, ask your QA team to make note of those who are not consistently using it, and potentially why (e.g. veterans likely use resources less than new hires, but if following procedures/documentation is important, you'll want to address that.)
• Understand the agent's workflow/lay of the land | Keeping Copilot open uses quite a bit of screen real estate, especially if you don't have multiple monitors. You need to know if your staff are expected to use Copilot consistently while on an interaction as well as navigate other systems, or even monitor the queues (i.e. performance views) while on a call. In the latter case, for example, with multi-contextual panel enabled, they won't be able to see the queues and have Copilot open at the same time (at least for the foreseeable future.)
• Overcommunicate | Nothing worse than staff saying "neither me nor my supervisor knew anything about this"

I have discovered the beyond training's i will complete today. Where can i find Matt's video? Specifically we are looking for some insight on implementing the feature and how you were able to introduce it to your contact center agents. 

Thank you!

Hopefully multiple people will jump in.

Have you already explored training available in Beyond?

Do you have any questions in particular? 

@Matt Lawson has a Q&A episode been done featuring the details of Co-pilot recently?

Good afternoon!

I am looking to connect with anyone who currently uses the co-pilot feature.

We are hoping you could spare some time to meet with myself and others from my team to share tips and tricks and show us the ropes. It would be greatly appreciated. Please reach out so we can set something up!

Thank you so much!

Cannot stress the importance of Brian's recommendations! We did a user pilot at end of year and had some great feedback (used MS forms to standardize, keep feedback response under 3-5 minutes with Yes/No, satisfaction scale, open feedback).

We rolled out to the larger group in Dec/Jan. We sent announcements to leadership, demo'd to user groups, and encouraged leads/peer trainers/sups to advocate for the usage. We thought we had good momentum and after measuring (using the same MS form) and reviewing screen recordings the first 4 weeks, we had about 10% adoption.

From meeting with user groups, they weren't aware of all the functionality (fully synced with current knowledge bases, etc.) and were concerned with ACW on adding feedback to articles and changes in AHT due to changing their workflow so they largely ignored it. I would recommend adding information on "learning curve" allowances for performance metrics when rolling out.

When reviewing their workflows, we provide 2 monitors and a lap top. We commonly saw that Agents had Genesys on the laptop screen, CIS in main screen, and our source Knowledge Base/SharePoint/Teams Chats on the second monitor for assistance. 

This lead to multiple check-ins, attending team meetings, escalations from leadership on encouraging adoption, especially with more tenured agents and agents not as confident in our rules so felt the need to only reference the knowledge base directly.  

As of this week, we added a non-penalized but coaching opportunity on our QA reviews for not using the feature.  

------------------------------
Whitney

Original Message:
Sent: 03-04-2025 12:24
From: Brian Jones
Subject: Genesys Co-Pilot

I concur with what others shared. To your question about implementing it and introducing it to your agents, once familiar with "how it works" technically, my biggest advice would be:

• Measure adoption | Although the agents can give Copilot feedback when it generates results, it would be helpful for you to launch an initial feedback survey within the first 30 days to collect general, non-punitive feedback (e.g. Are you using Knowledge surfacing, and if not, why? Is the Conversation Summary helpful? How would you improve the feature?)
• Set expectations around strongly encourage (or enforce...your call) using it | It's one thing to turn it on for your agents, but if they don't have the Copilot panel open and are not providing feedback to the results it generates, it's useless. If you have screen capture enabled, ask your QA team to make note of those who are not consistently using it, and potentially why (e.g. veterans likely use resources less than new hires, but if following procedures/documentation is important, you'll want to address that.)
• Understand the agent's workflow/lay of the land | Keeping Copilot open uses quite a bit of screen real estate, especially if you don't have multiple monitors. You need to know if your staff are expected to use Copilot consistently while on an interaction as well as navigate other systems, or even monitor the queues (i.e. performance views) while on a call. In the latter case, for example, with multi-contextual panel enabled, they won't be able to see the queues and have Copilot open at the same time (at least for the foreseeable future.)
• Overcommunicate | Nothing worse than staff saying "neither me nor my supervisor knew anything about this"

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 02-20-2025 11:49
From: Brittany Fitzmaurice
Subject: Genesys Co-Pilot

I have discovered the beyond training's i will complete today. Where can i find Matt's video? Specifically we are looking for some insight on implementing the feature and how you were able to introduce it to your contact center agents. 

Thank you!

------------------------------
Brittany Fitzmaurice
Contact Center Manager

Original Message:
Sent: 02-19-2025 18:53
From: George Ganahl
Subject: Genesys Co-Pilot

Hopefully multiple people will jump in.

Have you already explored training available in Beyond?

Do you have any questions in particular? 

@Matt Lawson has a Q&A episode been done featuring the details of Co-pilot recently?

------------------------------
George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys

Original Message:
Sent: 02-19-2025 18:13
From: Brittany Fitzmaurice
Subject: Genesys Co-Pilot

Good afternoon!

I am looking to connect with anyone who currently uses the co-pilot feature.

We are hoping you could spare some time to meet with myself and others from my team to share tips and tricks and show us the ropes. It would be greatly appreciated. Please reach out so we can set something up!

Thank you so much!

#ConversationalAI(Bots,AgentAssist,etc.)
#QualityManagement
#Reporting/Analytics
#Unsure/Other

------------------------------
Lillian Ressler
Workforce Management Analyst
------------------------------

Cannot stress the importance of Brian's recommendations! We did a user pilot at end of year and had some great feedback (used MS forms to standardize, keep feedback response under 3-5 minutes with Yes/No, satisfaction scale, open feedback).

We rolled out to the larger group in Dec/Jan. We sent announcements to leadership, demo'd to user groups, and encouraged leads/peer trainers/sups to advocate for the usage. We thought we had good momentum and after measuring (using the same MS form) and reviewing screen recordings the first 4 weeks, we had about 10% adoption.

From meeting with user groups, they weren't aware of all the functionality (fully synced with current knowledge bases, etc.) and were concerned with ACW on adding feedback to articles and changes in AHT due to changing their workflow so they largely ignored it. I would recommend adding information on "learning curve" allowances for performance metrics when rolling out.

When reviewing their workflows, we provide 2 monitors and a lap top. We commonly saw that Agents had Genesys on the laptop screen, CIS in main screen, and our source Knowledge Base/SharePoint/Teams Chats on the second monitor for assistance. 

This lead to multiple check-ins, attending team meetings, escalations from leadership on encouraging adoption, especially with more tenured agents and agents not as confident in our rules so felt the need to only reference the knowledge base directly.  

As of this week, we added a non-penalized but coaching opportunity on our QA reviews for not using the feature.  

I concur with what others shared. To your question about implementing it and introducing it to your agents, once familiar with "how it works" technically, my biggest advice would be:

• Measure adoption | Although the agents can give Copilot feedback when it generates results, it would be helpful for you to launch an initial feedback survey within the first 30 days to collect general, non-punitive feedback (e.g. Are you using Knowledge surfacing, and if not, why? Is the Conversation Summary helpful? How would you improve the feature?)
• Set expectations around strongly encourage (or enforce...your call) using it | It's one thing to turn it on for your agents, but if they don't have the Copilot panel open and are not providing feedback to the results it generates, it's useless. If you have screen capture enabled, ask your QA team to make note of those who are not consistently using it, and potentially why (e.g. veterans likely use resources less than new hires, but if following procedures/documentation is important, you'll want to address that.)
• Understand the agent's workflow/lay of the land | Keeping Copilot open uses quite a bit of screen real estate, especially if you don't have multiple monitors. You need to know if your staff are expected to use Copilot consistently while on an interaction as well as navigate other systems, or even monitor the queues (i.e. performance views) while on a call. In the latter case, for example, with multi-contextual panel enabled, they won't be able to see the queues and have Copilot open at the same time (at least for the foreseeable future.)
• Overcommunicate | Nothing worse than staff saying "neither me nor my supervisor knew anything about this"

I have discovered the beyond training's i will complete today. Where can i find Matt's video? Specifically we are looking for some insight on implementing the feature and how you were able to introduce it to your contact center agents. 

Thank you!

Hopefully multiple people will jump in.

Have you already explored training available in Beyond?

Do you have any questions in particular? 

@Matt Lawson has a Q&A episode been done featuring the details of Co-pilot recently?

Good afternoon!

I am looking to connect with anyone who currently uses the co-pilot feature.

We are hoping you could spare some time to meet with myself and others from my team to share tips and tricks and show us the ropes. It would be greatly appreciated. Please reach out so we can set something up!

Thank you so much!

@Whitney Sandene Thank you so much for your knowledge. This has been very helpful. Would you be interested in setting up a video conference with myself and others on my team to show us how your center engages with co-pilot? We would be so very grateful! You can reach out to me at lressler@soundcu.com 

Cannot stress the importance of Brian's recommendations! We did a user pilot at end of year and had some great feedback (used MS forms to standardize, keep feedback response under 3-5 minutes with Yes/No, satisfaction scale, open feedback).

We rolled out to the larger group in Dec/Jan. We sent announcements to leadership, demo'd to user groups, and encouraged leads/peer trainers/sups to advocate for the usage. We thought we had good momentum and after measuring (using the same MS form) and reviewing screen recordings the first 4 weeks, we had about 10% adoption.

From meeting with user groups, they weren't aware of all the functionality (fully synced with current knowledge bases, etc.) and were concerned with ACW on adding feedback to articles and changes in AHT due to changing their workflow so they largely ignored it. I would recommend adding information on "learning curve" allowances for performance metrics when rolling out.

When reviewing their workflows, we provide 2 monitors and a lap top. We commonly saw that Agents had Genesys on the laptop screen, CIS in main screen, and our source Knowledge Base/SharePoint/Teams Chats on the second monitor for assistance. 

This lead to multiple check-ins, attending team meetings, escalations from leadership on encouraging adoption, especially with more tenured agents and agents not as confident in our rules so felt the need to only reference the knowledge base directly.  

As of this week, we added a non-penalized but coaching opportunity on our QA reviews for not using the feature.  

I concur with what others shared. To your question about implementing it and introducing it to your agents, once familiar with "how it works" technically, my biggest advice would be:

• Measure adoption | Although the agents can give Copilot feedback when it generates results, it would be helpful for you to launch an initial feedback survey within the first 30 days to collect general, non-punitive feedback (e.g. Are you using Knowledge surfacing, and if not, why? Is the Conversation Summary helpful? How would you improve the feature?)
• Set expectations around strongly encourage (or enforce...your call) using it | It's one thing to turn it on for your agents, but if they don't have the Copilot panel open and are not providing feedback to the results it generates, it's useless. If you have screen capture enabled, ask your QA team to make note of those who are not consistently using it, and potentially why (e.g. veterans likely use resources less than new hires, but if following procedures/documentation is important, you'll want to address that.)
• Understand the agent's workflow/lay of the land | Keeping Copilot open uses quite a bit of screen real estate, especially if you don't have multiple monitors. You need to know if your staff are expected to use Copilot consistently while on an interaction as well as navigate other systems, or even monitor the queues (i.e. performance views) while on a call. In the latter case, for example, with multi-contextual panel enabled, they won't be able to see the queues and have Copilot open at the same time (at least for the foreseeable future.)
• Overcommunicate | Nothing worse than staff saying "neither me nor my supervisor knew anything about this"

I have discovered the beyond training's i will complete today. Where can i find Matt's video? Specifically we are looking for some insight on implementing the feature and how you were able to introduce it to your contact center agents. 

Thank you!

Hopefully multiple people will jump in.

Have you already explored training available in Beyond?

Do you have any questions in particular? 

@Matt Lawson has a Q&A episode been done featuring the details of Co-pilot recently?

Good afternoon!

I am looking to connect with anyone who currently uses the co-pilot feature.

We are hoping you could spare some time to meet with myself and others from my team to share tips and tricks and show us the ropes. It would be greatly appreciated. Please reach out so we can set something up!

Thank you so much!

Good afternoon!

I am looking to connect with anyone who currently uses the co-pilot feature.

We are hoping you could spare some time to meet with myself and others from my team to share tips and tricks and show us the ropes. It would be greatly appreciated. Please reach out so we can set something up!

Thank you so much!

#ConversationalAI(Bots,AgentAssist,etc.)
#QualityManagement
#Reporting/Analytics
#Unsure/Other

------------------------------
Lillian Ressler
Workforce Management Analyst
------------------------------

Good afternoon!

I am looking to connect with anyone who currently uses the co-pilot feature.

We are hoping you could spare some time to meet with myself and others from my team to share tips and tricks and show us the ropes. It would be greatly appreciated. Please reach out so we can set something up!

Thank you so much!

I am happy to connect and help you on this. Please email me fganesh@mtb.com

Good afternoon!

I am looking to connect with anyone who currently uses the co-pilot feature.

We are hoping you could spare some time to meet with myself and others from my team to share tips and tricks and show us the ropes. It would be greatly appreciated. Please reach out so we can set something up!

Thank you so much!

Good afternoon!

I am looking to connect with anyone who currently uses the co-pilot feature.

We are hoping you could spare some time to meet with myself and others from my team to share tips and tricks and show us the ropes. It would be greatly appreciated. Please reach out so we can set something up!

Thank you so much!

Hello,

Our company is not currently using this copilot feature but I am interested to see how other community members are using this.

Thanks

Good afternoon!

I am looking to connect with anyone who currently uses the co-pilot feature.

We are hoping you could spare some time to meet with myself and others from my team to share tips and tricks and show us the ropes. It would be greatly appreciated. Please reach out so we can set something up!

Thank you so much!