Genesys Cloud - Main

In this video, @Guru Prasadh Jeevan Rao and @Rebecca Harper discuss a new feature "Genesys Agent Copilot and Genesys Agent Assist for outbound knowledge surfacing"

Administrators can now enable Genesys Agent Assist and Genesys Agent Copilot features for English (en) dialects to manually or automatically surface knowledge in outbound engagements and provide Agent Copilot next best actions to the agent. This update provides the agent with helpful tools and suggestions during their outbound interactions, which helps to maximize agent productivity and support a uniform experience, regardless of the engagement type. This enhancement helps agents make better-informed decisions and reduces handle time, ultimately leading to improved customer interactions and a more streamlined workflow.

Release notes: https://help.mypurecloud.com/releasenote/september-16-2024/

#TAMStudios #FeatureReview #Outbound #Copilot