Genesys Agent Copilot - Supporting Your Agents in Real Time with AI and Knowledge

Published 07/11/24 under:

What is Genesys Agent Copilot?

Available to Kerv clients purchasing Genesys AI Experience tokens, Genesys Agent Copilot empowers contact centre teams with AI-driven guidance during and after customer interactions. Automating manual tasks and making it easier to find answers, it leaves customers feeling like they’ve received highly efficient service tailored to their exact needs. 

Why Consider Copilot? 

Two intertwined customer experience (CX) trends have emerged: 

1. Bots and self-service tools are increasingly deflecting and resolving simple customer requests. Subsequently, agents are left to handle more difficult, nuanced and personalised inquiries across multiple channels. They have to balance many tasks at the same time – searching for information, initiating processes, answering questions and documenting every interaction. 
2. As a result, CX and contact centre leaders are finding it harder to meet goals like: 

• Shortening onboarding time for new joiners 

• Improving first contact resolution (and driving down repeat contacts) 

• Reducing average handle time 

• Releasing agents from note-taking to become empathetic listeners 

• Streamlining post-contact tasks  

• Delivering consistent, frictionless experience 

• Raising customer satisfaction (CSAT) and net promoter score (NPS) ratings 

Genesys Agent Copilot directly addresses all of these issues and more. 

How Copilot Does That 

Using generative, conversational and predictive AI, Genesys Agent Copilot listens in to conversations and supports teams from start to finish, on any channel. New features introduced include:

The solution currently supports several languages: English, Spanish, French, Dutch, German, Portuguese (Brazil) and Japanese with more to follow. 

Benefits

Genesys Agent Copilot has been shown to:

All of which drives brand loyalty and better outcomes for customers. 

How Kerv Experience can help 

Agent Copilot is designed around the Genesys Cloud platform, while Kerv Experience is the longest standing Genesys Cloud partner in EMEA with the most successful deployments. We pride ourselves on our people’s expertise along with delighted customers and multiple award recognition from Genesys. 

Get in touch today to discover how Genesys Agent Copilot can transform your business.