In this video, @Guru Prasadh Jeevan Rao and @Rebecca Harper discuss a new feature "Introducing Genesys Agent Copilot"

Genesys Cloud now includes Genesys Agent Copilot, which empowers contact center agents with AI-driven guidance during and after customer interactions. Genesys Agent Copilot determines customer intent, guides agents to their next best actions, summarizes calls, and predicts wrap-up codes. This feature reduces onboarding time, average handle time, and after-call work and improves first contact resolution and customer satisfaction. Administrators can configure the AI to deliver relevant advice based on conversational events to enhance agent efficiency and accuracy. Agent Copilot will be provisioned to customers who purchase or have already purchased AI Experience tokens.

Release notes: https://help.mypurecloud.com/releasenote/july-8-2024/

For more information refer the link:

https://help.mypurecloud.com/articles/about-genesys-agent-copilot/

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