Genesys Cloud - Main

In this video, @Guru Prasadh Jeevan Rao discusses a new feature "Summaries for consult transfers for Agent Copilot"

Administrators can now enable AI-generated summaries for consult transfers in Agent Copilot. This feature ensures that after a consult transfer, both the original agent and the receiving agent receive a summary of the first part of the conversation, so each has clear context for their part of the interaction. This enhancement helps to improve efficiency and continuity by giving the receiving agent quick insight into the customer’s query and helping the original agent complete after-call work faster.

Release notes: https://help.genesys.cloud/release-notes/genesys-cloud/january-19-2026/

#TAMStudios #FeatureReview #AICopilot(Agent,SupervisorAdmin)