This overview is for agents. If you're an administrator, learn about administrative tasks for Enlighten Copilot for Agents.
Enlighten Copilot for Agents uses artificial intelligence to help you handle interactions. It appears
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Real-time summaries: What's currently happening in an active interaction. For example, "Edward is having a shipping problem with his book order."
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Customer sentiment: The contact's current mood: Positive
, Negative 
, or Neutral 
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Next-best responses: Responses based on what the contact says. For example, if a contact says their order is late, the suggested response could be, "I'm sorry your order is late. I'm here to help!"
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KB answers: Responses based on knowledge base
A website that stores troubleshooting articles. (KB) articles in CXone Expert. They provide solutions to the contact's issue. For example, if a contact says they're having trouble with Product A, the suggested response could be, "Try resetting Product A. Go to Settings and click Reset." For digital messages, you can send these responses to contacts directly or edit them before sending.-
Process steps: Individual steps the contact can follow to solve their issue. You can send one step at a time to walk the contact through the process. You can also send all the steps at once.
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KB web links: Links to KB articles about the contact's issue. You can open and review these articles for additional details. If the KB articles are publicly available, you can send them to the contact.
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KB images: Images from KB articles about the contact's issue. For digital messages, you can send these images to contacts. You can also expand these images to look at them in detail.
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Agent transfer summaries: What happened in the interaction with the previous agent before it was transferred to you. For example, "Agent Elinor helped Edward solve his shipping problem, but he's also having issues with billing."
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Final summaries: What happened in a finished interaction. For example, "Edward had a problem with his book order. Elinor found that the issue was an invalid shipping address. Edward gave Elinor his correct address, and she updated it in the system. His order is now on its way."
You can prompt Copilot for Agents for help by entering text in the search bar at the bottom and pressing Enter. For best results, ask a specific question. One- or two-word submissions are handled as keyword searches. For example, if you enter dishwashers, Copilot for Agents converts your search to Tell me about dishwashers. It displays processing dots 
while it scans your CXone Expert knowledge base for answers to your search. The dots disappear when Copilot for Agents finds and displays relevant results, or when it finds no relevant results.
Based on how your administrator has configured Copilot for Agents, some of these features may not appear for you.
Real-Time Summaries
As you're handling an interaction, Copilot for Agents generates a summary for it. This summary tells you what's currently happening in the interaction. It appears at the top of Copilot 
to read the full summary. You cannot edit real-time summaries.
Real-time summaries help you remember what's happening in an interaction. They are especially useful for message threads that have been inactive for a while. You can catch up on the interaction without having to scroll through past messages.
Customer Sentiment
Copilot for Agents shows you the contact's sentiment, or current mood. Sentiment can be Positive , Neutral , or Negative . It appears in a card in Copilot . When the contact's sentiment changes, a new sentiment card appears. These cards include the reason behind the contact's sentiment.
You can use customer sentiment to identify which contacts may need attention. Giving extra attention to contacts with Neutral or Negative sentiment may change their sentiment to Positive . The next-best responses Copilot for Agents generates can help you do so.
Next-Best Responses
Copilot for Agents suggests responses you can send to the contact based on what the contact said. Here's how it works:
- Copilot for Agents collects text from the contact's messages. For calls, it transcribes what the contact says into text.
- It analyzes that text and proposes relevant, helpful responses.
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It displays those responses in CXone Agent. For digital messages, they appear
next to a response to pop it into the response field, where you can edit it before sending. Click Send 
to send it as-is.For calls, next-best responses appear as cards in Copilot
.
Next-best responses and customer sentiment often work together. For example, if a contact is angry because of an issue, their sentiment will be Negative . Copilot for Agents then suggests a response that shows empathy for the contact's negative experience. Sending this response can improve the contact's sentiment.
KB Answers
Copilot for Agents suggests responses with solutions to the contact's issue. Here's how it works:
- Copilot for Agents collects text from the contact's messages. For calls, it transcribes what the contact says into text.
- It analyzes that text to identify the contact's issue. It searches your organization's knowledge base A website that stores troubleshooting articles. (KB) for solutions to the issue. Using the KB content it finds, it generates appropriate, helpful responses.
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It displays those responses in CXone Agent. They appear as cards in Copilot
. Click Insert Article to place the KB answer in the response field, where you can edit it before sending it to the contact. Click Send Article to send it as-is.
Process Steps
If your administrator has enabled this, Copilot for Agents breaks down KB answers into individual steps. These steps appear in the KB answer card under a drop-down called Process.
For digital messages, you can:
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Next to Process, click Insert All
to place all the steps in the response field. You can edit these steps before sending them to the contact. -
Next to Process, click Send All
to send all of the steps. -
Click Insert
next to a step to place it in the response field, where you can edit it before sending it to the contact. -
Click Send
next to a step to send it to the contact.
After you send a step to the contact, that step turns gray, and Insert and Send are disabled.
KB Web Links
Copilot for Agents provides you with links to the KB articles it used to generate the KB answer. These links appear in the KB answer card under a drop-down called Web Links.
Click Pop Out 
to open the full article in a new tab and read it. If you're handling a digital message and the KB article is publicly available, you can:
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Click Insert
to place the link in the response field, where you can edit it before sending it to the contact. -
Click Send
to send the link to the contact.
KB Images
Copilot for Agents displays images from the KB articles it used to generate the KB answer. These images appear in the KB answer card under a drop-down called Images.
Click Expand Image 
to enlarge the image. If you're handling a digital message and the KB article the image is from is publicly available, you can click Send Image to send the image to the contact.
Agent Transfer Summaries
When an interaction is transferred to you, Copilot for Agents generates an agent transfer summary. This summary tells you what happened during the contact's conversation with the previous agent. It appears in a card in Copilot .
You can use the agent transfer summary to catch up on the interaction. The contact won't have to repeat information.
Final Summaries
When you finish an interaction, Copilot for Agents generates a summary for it. This summary tells you what happened during the interaction. It appears in the Notes field in the Outcomes window. You do not need to write a summary yourself. Final summaries describe the interaction from beginning to end, focusing on why the contact reached out and what you did to help them. You can edit a final summary before saving it. Final summaries can be saved with the contact's CRM record, if your administrator has enabled this.