Genesys Cloud - Main

Hey Everyone,

Next week is going to be a Q&A Show double feature. Early in the week, we will have part one of three of our Reporting and Analytics series. On Thursday, we will be premeiring our regularly scheduled episode dedicated to the new Supervisor Copilot release. 

The episode will have an overview of the feature, practical applications, use cases, common questions and best practices, but the episode won't be complete without your questions! So, what questions do you have for the team?

This is your chance to hear from Senior Product Marketing Manager Natalia Abad and Senior Global WEM Specialist Mark Fagus. 

Try to get your questions in by early Monday (4/21). Drop them in a reply below or email us QAshow@Genesys.com. 

Cheers,

Matt & Team

Here you go:

1. What is the difference between AI Insights and Supervisor Copilot?
2. Does Supervisor Copilot have its own AI token usage or is it by individual features like Translation and AI Scoring?
3. What exactly does Supervisor Copilot contain?
4. Is there a specific roadmap for Supervisor Copilot separate from Agent Copilot?
5. If an Agent is provided access to AI Insights, would they consume a Supervisor and Agent Copilot tokens?
6. Are there specific permissions that cause Supervisor Copilot to be consumed?
7. When will there be the ability to train Empathy and Summarization?
8. Will Reason, Outcome, and Follow-up be reportable at some point?
9. Will Genesys ever consider Summarization and Wrap-up as a separate AI Token usage?
10. Will Reason, Outcome, and Follow-up be definable like Wrap-up codes?

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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

Original Message:
Sent: 04-16-2025 09:27
From: Matt Lawson
Subject: Q&A Show - Supervisor Copilot (Submit Your Questions)

Hey Everyone,

Next week is going to be a Q&A Show double feature. Early in the week, we will have part one of three of our Reporting and Analytics series. On Thursday, we will be premeiring our regularly scheduled episode dedicated to the new Supervisor Copilot release. 

The episode will have an overview of the feature, practical applications, use cases, common questions and best practices, but the episode won't be complete without your questions! So, what questions do you have for the team?

This is your chance to hear from Senior Product Marketing Manager Natalia Abad and Senior Global WEM Specialist Mark Fagus. 

Try to get your questions in by early Monday (4/21). Drop them in a reply below or email us QAshow@Genesys.com. 

Cheers,

Matt & Team

#CommunityVideos(TAM,QA,etc.)

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Matt Lawson
Genesys - Employees
Online Community Manager
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Hey Everyone,

Next week is going to be a Q&A Show double feature. Early in the week, we will have part one of three of our Reporting and Analytics series. On Thursday, we will be premeiring our regularly scheduled episode dedicated to the new Supervisor Copilot release. 

The episode will have an overview of the feature, practical applications, use cases, common questions and best practices, but the episode won't be complete without your questions! So, what questions do you have for the team?

This is your chance to hear from Senior Product Marketing Manager Natalia Abad and Senior Global WEM Specialist Mark Fagus. 

Try to get your questions in by early Monday (4/21). Drop them in a reply below or email us QAshow@Genesys.com. 

Cheers,

Matt & Team

Okay so I just created a post about AI Insights, Scoring and Translations and then saw this. 

So I'll add a copy of my post (see below) 

1. AI Insights for French Language CallsOur call center takes calls in English (majority of interactions) and French.  We notice there are no AI Insights when the call has be transcribed in French.  Is this expected? Are AI Insights only provided for English calls?  Is there something additional we must do?
2. Knowledge (Rules, Call Standards, Procedures)Our call center handles complex calls and we would love to provide/attach our rules and call standards. Is this possible to help AI know whether the agent answered a question correctly or to score an evaluation question? (Note: this maybe BlueSky thinking but it would be our ultimate goal to "feed" Genesys our knowledge - procedures, call standards, rules - that essentially have informed our agents on how to handled/resolve inquiries and score interactions based on this knowledge
3. Scoring all Inbound CallsAnother future goal of ours is to score 100% of our interactions.  Are there any potential performance impacts or system limitations when scaling up to 100% interaction scoring?
4. Human OversightOur organization appreciates Genesys' approach to AI and incorporating "Human-in-the-loop." As we continue to build confidence in AI scoring interactions, is there a possibility (now or in the future) to reduce or eliminate the need for human oversight in certain scenarios?

Hey Everyone,

Next week is going to be a Q&A Show double feature. Early in the week, we will have part one of three of our Reporting and Analytics series. On Thursday, we will be premeiring our regularly scheduled episode dedicated to the new Supervisor Copilot release. 

The episode will have an overview of the feature, practical applications, use cases, common questions and best practices, but the episode won't be complete without your questions! So, what questions do you have for the team?

This is your chance to hear from Senior Product Marketing Manager Natalia Abad and Senior Global WEM Specialist Mark Fagus. 

Try to get your questions in by early Monday (4/21). Drop them in a reply below or email us QAshow@Genesys.com. 

Cheers,

Matt & Team

Hey Everyone,

Next week is going to be a Q&A Show double feature. Early in the week, we will have part one of three of our Reporting and Analytics series. On Thursday, we will be premeiring our regularly scheduled episode dedicated to the new Supervisor Copilot release. 

The episode will have an overview of the feature, practical applications, use cases, common questions and best practices, but the episode won't be complete without your questions! So, what questions do you have for the team?

This is your chance to hear from Senior Product Marketing Manager Natalia Abad and Senior Global WEM Specialist Mark Fagus. 

Try to get your questions in by early Monday (4/21). Drop them in a reply below or email us QAshow@Genesys.com. 

Cheers,

Matt & Team

Hi, here's my list;

• How does the Supervisor Copilot differentiate its analysis and suggestions compared to the insights available through existing Agent CoPilot AI features (like AI Summarization)? Is there overlap, or are they targeted at distinct use cases/roles?
• How real-time is the Copilot's analysis? Can supervisors expect insights during live interactions, or is it primarily focused on post-interaction analysis?
• Does the Copilot work across all Genesys Cloud channels (Voice, Chat, Email, Messaging, Social), and are there differences in capabilities or accuracy between channels?
• What underlying AI models power the Supervisor Copilot? Are they proprietary Genesys models, or do they leverage third-party LLMs?
• What mechanisms exist for supervisors or administrators to provide feedback on the accuracy and relevance of the Copilot's suggestions? How does this feedback loop contribute to improving the model over time?
• Are there specific Platform APIs available or planned for the Supervisor Copilot? For instance, can we programmatically retrieve Copilot summaries/insights, or potentially feed external data into the Copilot for richer context?
• What is the future roadmap for Supervisor Copilot? Are there plans to expand its capabilities into areas like predictive forecasting, automated scheduling assistance, or deeper compliance monitoring?

Thanks!

Hey Everyone,

Next week is going to be a Q&A Show double feature. Early in the week, we will have part one of three of our Reporting and Analytics series. On Thursday, we will be premeiring our regularly scheduled episode dedicated to the new Supervisor Copilot release. 

The episode will have an overview of the feature, practical applications, use cases, common questions and best practices, but the episode won't be complete without your questions! So, what questions do you have for the team?

This is your chance to hear from Senior Product Marketing Manager Natalia Abad and Senior Global WEM Specialist Mark Fagus. 

Try to get your questions in by early Monday (4/21). Drop them in a reply below or email us QAshow@Genesys.com. 

Cheers,

Matt & Team