Enlighten Copilot for Agents

This overview is for administrators. If you're an agent, learn about using Enlighten Copilot for Agents in CXone Agent, CXone Agent Embedded, CXone Agent for Microsoft Teams, or CXone Agent Integrated.

Enlighten Copilot for Agents is an AI-powered agent assist application. It helps agents handle voice, chat, and digitalClosed Any channel, contact, or skill associated with Digital Experience. interactions more effectively. It generates interaction summaries, suggests responses agents can send to contacts, and more. Using Copilot for Agents decreases ACWClosed State that allows an agent to complete work requirements after finishing an interaction time and AHTClosed Average Handle Time is the average amount of time an agent spent handling an interaction. It increases agent and customer satisfaction.

Copilot for Agents is set up and managed in Agent Assist Hub. It appears to agents inside CXone Agent, CXone Agent Embedded, CXone Agent for Microsoft Teams, and CXone Agent Integrated.

Copilot for Agents includes these features:

Feature

Function
Real-time summaries Generates a summary of the interaction as it's occurring. As the interaction progresses, the real-time summary updates.
Customer sentiment Indicates the contact's current mood: Positive, Negative, or Neutral. Copilot for Agents displays this in a sentiment card. It includes the reason for the sentiment. Whenever the contact's sentiment changes, Copilot for Agents generates a new sentiment card.
Next-best responses Suggests 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!"
KB answers

Suggests responses with solutions to the contact's issue. These are based on your organization's CXone Expert knowledge baseClosed A website that stores troubleshooting articles. (KB). 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."

Depending on how you configure Copilot for Agents, KB answers can include:

  • Process steps: Breaks down KB answers into individual steps. Agents can send one step at a time to walk the contact through the process of solving their issue.

  • KB web links: Provides links to KB articles in CXone Expert. Agents can click these links to open the articles in a new tab. If the articles are publicly available, agents can send these links to contacts.

  • KB images: Provides images from KB articles in CXone Expert. Agents can expand these images to look at them in detail. If the images are from publicly available articles, agents can send them to contacts.
Agent transfer summaries Generates a summary of the interaction before it was transferred. The receiving agent can catch up on the contact's conversation with the previous agent. The contact doesn't need to repeat information.
Final summaries

Generates an overall summary for the interaction once it ends. Agents see it in the Notes field of the Outcomes window. Agents can edit final summaries before saving them. Final summaries can be passed to a supported CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. application.

Copilot for Agents is supported for these channels:

  • Voice

  • Live chat

  • Facebook (Private)

  • Instagram (Private)

  • Slack

  • Telegram

  • Twitter (Private)

  • WhatsApp

More channels will be added in future releases.

Requirements

In order to use Copilot for Agents, you must:

How Copilot for Agents Works

Copilot for Agents uses Generative AI, which is based on Large Language Models (LLM) technology. Generative AI models learn patterns and the structure of data during their training. They are then able to generate new data that follows similar patterns.

Here's how it works:

  1. Copilot for Agents collects text from digital interactions as they occur. It also transcribes voice interactions in real time.
  2. It analyzes the text or transcription. Based on its analysis, it generates summaries, customer sentiment, and next-best responses.
  3. It uses the text or transcription to automatically query your organization's CXone Expert knowledge baseClosed A website that stores troubleshooting articles.. It then uses those query results to generate KB answers.
  4. Finally, Copilot for Agents displays this content in the agent application for agents to see and use.

Copilot for Agents Setup and Configuration

You must work with your CXone Account Representative for the initial setup process. Enlighten Copilot for Agents must be enabled for your organization. Copilot for Agents requires access to Agent Assist Hub, so it must also be enabled, if it isn't already.

After the initial setup is complete, you can complete the configuration process. The process requires that you create at least one Enlighten Copilot for Agents profile. You must also create or modify the Studio scripts that deliver the interactions. This connects Copilot for Agents to the interactions and skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge you want it to be available for.

Copilot for Agents Profiles

Copilot for Agents profiles allow you to define the settings for Enlighten Copilot for Agents. You can specify the tone, channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on., features, CXone Expert knowledge base, target response lengths, and more. You can create one or more Copilot for Agents profiles. Create multiple profiles to customize the Copilot for Agents experience for different business requirements.

CRM Integration

You can have final summaries passed into any supported CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. application. This makes final summaries from previous conversations with the contact available in the CRM. Other agents who handle interactions with the contact can quickly understand the contact's history with your organization. Without a CRM integration, final summaries aren't visible to other agents.

If your CRM is already integrated with CXone Agent, CXone Agent Embedded, or CXone Agent Integrated, you can configure Copilot for Agents data to be passed to the CRM. If you haven't integrated your CRM with CXone Agent, CXone Agent Embedded, or CXone Agent Integrated yet, you must do that first.

To enable Copilot for Agents data to pass to the CRM, you need to add a data mapping on the Agent Integrations page in CXone. Specifically, you must create a data mapping for the Contact entity type that has Disposition Notes selected in the CXone Data field. This connects the Notes field in CXone Agent, CXone Agent Embedded, and CXone Agent Integrated to the field in your CRM where you want the summary to be saved.

Process Steps

Process steps is a feature for Copilot for Agents that breaks down KB answers into individual steps. Agents can walk contacts through a solution to their issue by sending them one step at a time. They no longer have to send a full paragraph to describe a solution. This improves both agent and customer satisfaction by making things simpler.

To enable process steps, your CXone Account Representative must first enable it for your tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. Once that's done, you can enable Process Steps in Copilot for Agents profiles.

Agent Experience with Copilot for Agents

When agents open an interaction that has Copilot for Agents enabled, Copilot icon of a big star and a little star. appears in the App Space. This is where real-time summaries, customer sentiment, KB answers, and agent transfer summaries appear. Next-best responses appear as bubbles, or chips, above the response field where agents draft messages. For calls, they appear in Copilot icon of a big star and a little star.. The final summary for the interaction appears in the Notes field of the Outcomes window. The search bar at the bottom of Copilot icon of a big star and a little star. allows agents to manually search for content available in the CXone Expert knowledge base.

Reporting

The Enlighten Copilot tab in the CXone Billing report displays usage data for Copilot for Agents.

Key Facts about Copilot for Agents

Enlighten Copilot for Agents: