During the month of April we were showered with a wave of exciting new features that were released by our Product Management team. Agent Copilot may have been the runner-up in last year's Top Community Picks Poll, but it continues to win hearts as one of our most talked-about features. This feature is all about making sure that your agents have access to the right information at the right time.
In fact, @Kevin Brown gave us a glowing review about the initial release of the feature:
"Everyone including you and I are begging for the correct information ASAP. Agent CoPilot provides the means to quickly provide information we are asking for, while also providing the means for organizations' documentation teams to build effective knowledgebases that can also provide customer facing information built upon the agent facing information.
This is the biggest game changer for contact centers that I've experienced in the past 30+ years. "
And we didn't stop there-April's updates make Agent Copilot even more powerful. With our most recent update, we've made working with Agent Copilot better for both admins and agents alike. Admins can now specify which participant (agent, customer, or both) in a conversation will trigger the Natural Language Understanding (NLU) engine and can enable or disable AI-powered summaries and wrap up codes as needed. To help agents, admins can configure a confidence threshold that indicates how likely a specific article is to answer a user's question. Additionally, knowledge articles can now be filtered to show to agents based on labels and categories and will include links directly to the relevant information.
If you haven't explored Agent Copilot yet, now's the perfect time. Just click the Agent Copilot icon during an interaction to get started.
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Jason Kleitz
Online Community Manager/Moderator
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