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What If Agent Copilot Could Reduce the Effort Around the Conversation?

  • 1.  What If Agent Copilot Could Reduce the Effort Around the Conversation?

    Posted 6 days ago

    Genesys Xperience Las Vegas 2026

    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

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    Rafael Marciano BELISRCIANO
    Genesys - Employees
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  • 2.  RE: What If Agent Copilot Could Reduce the Effort Around the Conversation?

    Posted 6 days ago

    Hi Rafael,

    From our experience, custom interaction summaries and checklists have made the biggest difference. Rather than using a generic summary, we created queue-specific custom summary prompts with a structured format that aligns with each team's workflow. That has significantly reduced the amount of editing agents need to do during ACW while producing more consistent CRM notes and outcomes. The new customizable summaries in AI Studio have also made it even easier to tailor summaries to business needs. 

    We're also currently looking at integrating our knowledge through Knowledge Fabric so the right information is surfaced at the right time, reducing the effort agents spend searching while handling a customer.

    For me, the biggest value of Agent Copilot is augmenting the agent-reducing searching, documenting, and repetitive tasks-so they can focus on the conversation.

    For anyone interested, I also shared our approach to designing queue-specific custom summaries here:

    https://community.genesys.com/viewdocument/genesys-copilot-custom-summary-best-practices-example?CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=librarydocuments



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



  • 3.  RE: What If Agent Copilot Could Reduce the Effort Around the Conversation?

    Posted 13 hours ago

    Hello, Phaneendra.

    Fantastic use of Copilot with the custom summaries, and I read your post in the library. I am amazed to know how you built a robust solution tailored to your business, and how that improved consistency and contributed to a better agent experience! Thank you so much for sharing your experience with Agent Copilot and AI Studio!

    Cheers,



    ------------------------------
    Rafael Marciano BELISRCIANO
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: What If Agent Copilot Could Reduce the Effort Around the Conversation?

    Posted 6 days ago

    Great provocation, Rafael. I fully agree that the excessive focus on full automation often overshadows AI's true transformative potential: augmenting the agent's intelligence and efficiency, not replacing them. In my experience, the biggest win doesn't come from a single feature, but from the seamless integration between real-time intent detection and proactive knowledge presentation. When the system already suggests the right article or script while the customer is still speaking, we eliminate those seconds (which turn into minutes) of "dead time" spent searching, and we drastically reduce the agent's cognitive load. This allows them to get back to what machines can't do: reading between the lines, demonstrating genuine empathy, and handling exceptions with creativity.

    Regarding your question, if I had to pick one capability that delivers the most immediate impact, it would be the automated generation of summaries and wrap-up codes. After-call work (ACW) is the biggest invisible productivity thief and often the greatest source of agent dissatisfaction. Removing that administrative burden from them not only accelerates workflow but also gives them back time for breaks or preparation for the next interaction a direct gain in well-being and retention. The challenge, as you rightly pointed out, is aligning the success metric: there's no point in speeding things up if accuracy drops. That's why measuring ACW reduction alongside the acceptance rate of suggestions is the ideal thermometer. I'm looking forward to seeing how Genesys is approaching these trade-offs at Xperience Education Day and, who knows, bringing those insights back to fine-tune our own processes here.



    ------------------------------
    Camila Meneghini
    ------------------------------



  • 5.  RE: What If Agent Copilot Could Reduce the Effort Around the Conversation?

    Posted 13 hours ago

    Hi Camila,

    You captured the essence of Agent Copilot perfectly! It is meant to augment the agents' true potential by allowing them to focus on the conversation, knowing that Copilot is there to support them where AI is more efficient. I also loved it when you mentioned that the biggest win doesn't come from a single feature, because it reminds me that each AI solution will generate the most value in certain scenarios, and understanding which AI to use for each situation is key to obtain the desired outcomes. 
    I agree with you that, after finishing each call, when agents are supplied with summaries and suggestions of which wrap-up code could be the most appropriate, it takes lots of pressure off their shoulders.

    If we look back just an year ago and where we are now, we can clearly see how Genesys Cloud has improved its AI capabilities, and much more is coming! I am definitely looking forward to the next enhancements and insights we will see in Genesys Cloud!

    Cheers,



    ------------------------------
    Rafael Marciano BELISRCIANO
    Genesys - Employees
    ------------------------------

    Original Message


  • 6.  RE: What If Agent Copilot Could Reduce the Effort Around the Conversation?

    Posted 6 days ago

    Hi,

    One area where I'd love to see Agent Copilot evolve is helping agents during transfers. We spend a lot of effort gathering context, only for the next agent or department to ask the customer to repeat it.

    If Copilot could automatically identify the reason for transfer and generate a concise handoff summary for the receiving agent, that could significantly improve both the customer and agent experience.

    Thanks



    ------------------------------
    Ashiesh Sharma
    GCX- GCP, ARC, SCR, QM
    Producer | Conductor | Composer
    BT plc
    ------------------------------



  • 7.  RE: What If Agent Copilot Could Reduce the Effort Around the Conversation?

    Posted 12 hours ago

    Hello, Ashiesh.

    I agree with you that having the right information at each point of the conversation is crucial to both customer and agent experiece, and Agent Copilot supports transfer scenarios. With AI Studio's Custom Summaries, you can specifiy which must be included in the summary that's generated when an agent transfers a call, which can include the reason for the transfer. If the information is found in the transcript, agent Copilot can use it to generate the summary. 

    Allow me to share some articles that might provide some guidance:

    Hope that helps,



    ------------------------------
    Rafael Marciano BELISRCIANO
    Genesys - Employees
    ------------------------------

    Original Message


  • 8.  RE: What If Agent Copilot Could Reduce the Effort Around the Conversation?

    Posted 23 hours ago

    I'd agree that summaries are the single biggest item, and largely because they start off taking very little effort until you want to customize. Everything else needs a bit more input such as where is my knowledge and is it suitable or what should happen when. Features that can help that though are AI Insights and AI Guides, as that helps review actual v documented process.



    ------------------------------
    Richard Chandler
    Connect
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  • 9.  RE: What If Agent Copilot Could Reduce the Effort Around the Conversation?

    Posted 12 hours ago

    Hi, Richard,

    Excellent comment! Agent Copilot summaries are quite something, isn't it? It is common to start with the standard summaries, and it is great that there is the option to customize it if that's needed, and like you said, that requires some effort until you find a configuration that meets the expectations. I also liked how you highlighted important topics that need to be carefully reviewed to allow Agent Copilot to be truly effective, like the access to the right, curated knowledge, and special attention to rules and intents that could lead to ambiguity, and how AI insights and AI Guides could be helpful.

    Thanks again for sharing your thoughts!

    Cheers,



    ------------------------------
    Rafael Marciano BELISRCIANO
    Genesys - Employees
    ------------------------------

    Original Message


  • 10.  RE: What If Agent Copilot Could Reduce the Effort Around the Conversation?

    Posted 20 hours ago

    Excellent points raised by everyone.



    ------------------------------
    Guilherme Souza
    n/a
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