When we discuss AI in customer experience, much of the attention goes to automating customer interactions. But there is another important question:
How can AI make life easier for the agents handling those interactions?
Genesys Cloud Agent Copilot can support agents throughout the conversation by helping them understand what the customer needs and guiding them toward the next step.
Depending on the case, that can include:
· Detecting intents with Natural Language Understanding (NLU)
· Presenting knowledge at the right moment
· Using checklists to guide agents through required steps
· Navigating scripts based on the conversation
· Suggesting responses and next-best actions
· Generating interaction summaries and recommending wrap-up codes
The goal is not simply to give agents more information. It is to reduce the amount of searching, remembering, navigating, and documenting they need to do while helping the customer.
When implemented well, Agent Copilot can help create more consistent experiences for both customers and employees, reduce after-call work, support faster onboarding, and allow agents to focus more of their attention on the conversation itself.
But, as with any AI capability, value depends on the use case.
- Which parts of the agent's day create the most effort today?
- Where do agents lose time searching for information?
- Which processes require consistency or compliance?
- And which outcomes will show that the experience has improved?
I am curious to hear from the Community: Which Agent Copilot capability would make the biggest difference in your agents' daily work?
We will be discussing more about augmentation and how AI can support both customers and employees during Xperience Education Day in Las Vegas on September 1.
#EducationDay #Xperience26 #AgentCopilot
#AIConfiguration#AICopilot(Agent,Supervisor,Admin)#CommunityAnnouncements------------------------------
Rafael Marciano BELISRCIANO
Genesys - Employees
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