Genesys Copilot/Agent Assist

Genesys Coplit/Agent Assist feature only supports Voice, Facebook, WhatsApp, Web Messaging, and Email interaction types. This feature is introduced with a bulb icon to provide real-time suggestions during customer interactions.

Upon accepting an interaction, the bulb icon is displayed along with the other icons in the embedded interaction window.

Click the pop out icon, located in the agent's status bar for the embedded window to pop out. It allows to view the auto suggestions during the interaction.

Notes:

• Email interaction don't support auto suggestions. Agents must manually enter the information in the search field for suggestions.

• Auto suggestions' compatibility with voice interactions varies depending on the accent.

Agents can copy suggestions to the chat window, by clicking the Copy to Chat button.

Once the interaction is disconnected, Agent Assist provides the summary of the interaction and can be copied manually to the notes.