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Discussion Thread 19

Agent Copilot: What business impact have you seen beyond AHT?

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Agents can create summaries of interactions on-demand

In this video, @Guru Prasadh Jeevan Rao discusses a new feature "Agents can create summaries of interactions on-demand" Agents can now generate a summary of an active interaction by pressing a button in Agent Copilot. The summary is presented in an editable text box, allowing agents to...

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Agent Copilot knowledge configuration support

In this video, @Takakiyo Ikari discusses a new feature "Agent Copilot knowledge configuration support" Administrators can now connect knowledge configurations to Agent Copilot so that agents receive conversational, context-aware AI-generated answers from knowledge sources. This connection...

Discussion Thread 4

Use of Copilot agent without knowledge base

Discussion Thread 7

Agent Copilot: Set Up & Configuration Course Update

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Display checklists through Agent Copilot during interactions

In this video, @Guru Prasadh Jeevan Rao discusses a new feature "Display checklists through Agent Copilot during interactions" Administrators can now configure Agent Copilot to display checklists of up to seven items during customer interactions. The checklist can appear at the start of an...

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Auto-assign Agent Copilot to licensed queue members

In this video, @Rebecca Harper discusses a new feature "Auto-assign Agent Copilot to licensed queue members" Administrators can now enable auto-assignment for Agent Copilot and Agent Assist on queues. When auto-assignment is turned on, the system automatically assigns Agent Copilot to both...

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Summary engagement insights on the Agent Copilot dashboard

In this video @Guru Prasadh Jeevan Rao talks about the new Summary engagement insights on the Agent Copilot dashboard Administrators can now access a new section on the Agent Copilot Insight Dashboard that reports how agents engage with AI-generated summaries. The dashboard...

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Agent Copilot configuration experience improvements

In this video @Fegy Simon talks about improvements to Agent Copilot configuration experience Genesys improved Agent Copilot configuration to give administrators more control over how Copilot delivers knowledge and automation to agents. The new features include: ...

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Customizable summaries in AI Studio

In this video @Guru Prasadh Jeevan Rao talks about customizable summaries in AI Studio. Administrators can now customize how summaries appear in Agent Copilot. These configurations customize the summaries that Agent Copilot generates, including level of detail, custom insights, formatting,...