Genesys Casual

It could be a migration, a complex integration, a routing strategy, automation, or even a customer experience improvement. I always enjoy hearing about real-world use cases and creative solutions.

What project stands out the most to you?

One project that really stands out to me is an Agent Copilot implementation we worked on for a financial services operation.

What made it especially interesting was that it was not just about enabling Copilot as a feature, but building a complete adoption strategy around it. We combined knowledge base design, predefined responses, automated summaries, custom reporting, and agent engagement initiatives to make sure the tool was actually useful in the daily operation.

One of the biggest lessons was that Copilot performance depends a lot on how well the knowledge content and operational processes are structured. By improving the knowledge articles and focusing on the most relevant use cases, we were able to increase adoption and support a better agent experience.

The project also helped reduce handling time and created more consistency in the information registered after each interaction.

For me, it stands out because it showed how AI can create real value when it is connected to the operation, the agents, and the customer experience strategy, not just implemented as a standalone tool.