Copilot for Agents in Agent for Microsoft Teams

This overview is for agents. If you're an administrator, learn about administrative tasks for Copilot for Agents.

CXone Mpower Copilot for Agents uses artificial intelligence to help you handle interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. It appears in the App Space in CXone Mpower Agent for Microsoft Teams. It can offer these kinds of help:

• Real-time summaries

• Customer sentiment

• Email responses

• KB answers

  • Process steps

  • KB web links

  • KB images

• Task Assist

• Agent or self-service transfer summaries

• Journey summaries

• Copilot AutoSummary

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 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. For example, "Edward is having a shipping problem with his book order." It appears at the top of Copilot in the App Space. For longer summaries, you can click Expand 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 .

Email Responses

If your administrator has enabled this feature, Copilot for Agents generates email responses you can send to contacts The person interacting with an agent, IVR, or bot in your contact center..

Here's how it works:

1. Copilot for Agents collects text from the email thread.

2. It analyzes that text to generate a list of topics. It displays this list to you in an email card in Copilot .

3. In that email card, you select the topics you want Copilot for Agents to use to generate an email response. You can add custom topics to the list.

4. When you click Generate, Copilot for Agents generates a response based on those topics and places it in the response field. You can then edit the response before sending it to the contact. To do so, highlight parts of the response, click Copilot in the email text editor, and prompt Copilot for Agents to Simplify or Rephrase the highlighted text.

KB Answers

Copilot for Agents suggests responses with 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."

Here's how it works:

1. Copilot for Agents collects text from the contact's messages. For calls, it transcribes what the contact says into text.
2. 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.

3. It displays those responses in Agent for Microsoft Teams. They appear as KB answer 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.

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   Depending on how your administrator has configured KB answers, you may need to manually prompt Copilot for Agents for KB answers by entering text in the search bar at the bottom and pressing Enter.

KB answers may include sub-cards with additional information. These sub-cards are separate sections in the KB answer card in Copilot . Your administrator may use these sub-cards to display information that's for internal use only. Your administrator may disable Insert Article and Send Article for these sub-cards.

Filter KB Answers by Expert Tags

If your administrator has enabled this, you can use tags to filter KB answers. After you apply tags, Copilot for Agents gives you a KB answer specific to the tags you selected.

1. When there are filters you can apply to the KB answer search, a Copilot Filters card appears. In this card, click Modify Filters.

2. Use the drop-downs to select the tags you want to apply.

3. In the Tag Inclusion drop-down, select one of the following:

   • Show results that contain any of the tags: The KB article can have any of the tags you've selected.

   • Show results that contain all the tags: The KB article must have all of the tags you've selected.

4. Click Apply. A green success message appears telling you that the filters have been applied. You can view the tags you've applied by clicking Filters in the search bar at the bottom of Copilot for Agents. When filters are applied, a number appears next to this icon.

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:

• 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, you can:

• 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.

If your organization uses a CXone Mpower Expert KB and the linked article is marked as private, those icons aren't available.

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, you can click Send Image to send the image to the contact. If your organization uses an Expert KB and the image is from an article that's marked as private, Send Image isn't available.

Task Assist

If your administrator has enabled this, Copilot for Agents displays a Task Assist card with a list of tasks it can perform for you. These tasks involve collecting customer data from a CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. or other third-party application your organization uses. This saves you the time and trouble of collecting that data yourself.

Here's how it works:

1. Copilot for Agents displays a Task Assist card with a list of pre-configured tasks. These tasks request Copilot for Agents to get customer data, such as an account number or bill balance.

2. When you select a task, Copilot for Agents gets the data from the application where your organization stores it. This could be a CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories., a ticketing or billing application, or another third-party app.

3. Copilot for Agents displays the customer data to you in a new card in Copilot . Click Insert to place the data in the response field. You can edit it before sending it to the contact The person interacting with an agent, IVR, or bot in your contact center..

4. When you're ready, click Send .

Transfer Summaries

When an interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. is transferred to you, Copilot for Agents generates a transfer summary. This summary tells you what happened in the interaction before it was transferred to you. It appears in a card in Copilot . There are two kinds of transfer summaries:

• Agent transfer summaries: What happened while a previous agent was handling the interaction. For example, "Agent Elinor helped Edward solve his shipping problem, but he's also having issues with billing."

• Self-service transfer summaries: What happened while a bot A software application that handles customer interactions in place of a live human agent. or IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. menu was handling the interaction. For example, "Autopilot helped Edward solve his shipping problem, but he requested a live agent to help him with a billing issue."

You can use transfer summaries to catch up on interactions. Contacts The person interacting with an agent, IVR, or bot in your contact center. won't have to repeat information.

Journey Summaries

Journey summaries provide context about the contact's The person interacting with an agent, IVR, or bot in your contact center. past interactions with your organization. For example, "Edward called to place an order on 22 September 2024. Edward's book order was delivered on 30 October 2024." The journey summary appears in a card in Copilot . If your administrator has enabled this, click Expand in the journey summary to view details about each of the past interactions.

Copilot AutoSummary

When you finish an interaction, Copilot for Agents generates a summary for it. This summary tells you what happened during the 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." It appears in the Notes field in the Outcomes window. You do not need to write a summary yourself. The Copilot AutoSummary describes the interaction from beginning to end, focusing on why the contact The person interacting with an agent, IVR, or bot in your contact center. reached out and what you did to help them. You can edit a Copilot AutoSummary before saving it. A Copilot AutoSummary can be saved with the contact's CRM record, if your administrator has enabled this.

Provide Feedback

You can provide feedback to Copilot for Agents through:

• Like and Dislike Icons: You can Like and Dislike each KB answer. Additionally, if you send a KB answer, it is marked as liked.

• Feedback Detail Card: Depending on how your administrator has configured the Feedback Detail card, you can use it to:

  • Enter general feedback about your experience with Copilot for Agents.

  • Add tags and enter comments to provide additional context about the KB answers you liked and disliked.

  • Like and Dislike the KB answers you didn't like or dislike during the interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..

  • Review all the KB answers that Copilot for Agents generated during the interaction.

  For calls, the Feedback Detail card appears when the call ends. It disappears when you assign it a disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction..

  For digital Any channel, contact, or skill associated with Digital Experience. messages, the Feedback Detail card appears after you select a Status of Resolved or Closed. It disappears when you click Save in the Outcomes window for a Status of Closed.