Copilot for Agents

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

CXone Mpower Copilot for Agents is an AI-powered agent assist application. It helps agents handle voice 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 Admin. It also requires a connection to Agent Assist Hub. It appears to agents inside CXone Mpower Agent applications.

Copilot for Agents appears in the app space in Agent.

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.
Email responses

Generates responses to emails. Copilot for Agents gathers a list of topics from the entire email thread and displays this list in an email card. In that email card, agents select the topics they want to include in the response. They can also add custom topics to the list. When the agent clicks Generate, Copilot for Agents generates a response based on the selected topics and places it in the response field. The agent can then edit the response if needed. They can also prompt Copilot for Agents to Simplify or Rephrase parts of the response.

This feature is part of a Controlled Release program. Contact your Account Representative if you're interested in knowing more.

KB answers

Suggests responses with solutions to the contact's issue. These are based on your organization's 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. Agents can click these links to open the articles in a new tab. They can also send these links to contacts.

  • KB images: Provides images from KB articles. Agents can expand these images to look at them in detail. They can also send them to contacts.

You can edit the generative AI prompt for KB answers using GenAI Prompt Editor.
Task Assist

Displays a list of single-step tasks that agents can select. Each task involves getting customer data from one or more applications where your organization stores it. These could be a CRMClosed 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 system. When an agent selects a task, Copilot for Agents gets the requested data and displays it on a card for the agent. This saves your agents the time and trouble of collecting that data themselves.

To set up this feature, you configure a CXone Mpower Bot Builder taskbot to integrate with Copilot for Agents. The intents you configure in the bot are the tasks that agents can select. Connection to your third-party system is handled through the taskbot.
Transfer summaries

Generates a summary of what happened in 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. There are two kinds of transfer summaries:
Journey summaries

Generates a summary of the contact'sClosed The person interacting with an agent, IVR, or bot in your contact center. past interactions with your organization. Agents see a brief background of recent interactions without manually researching them. You can enable agents to expand the journey summary to view details about each of the past interactions. Journey summaries provide agents with helpful insights to get a head start on new interactions.

You can edit the generative AI prompt for journey summaries using GenAI Prompt Editor.
Copilot AutoSummary

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

You can edit the generative AI prompt for Copilot AutoSummary using GenAI Prompt Editor.

Copilot for Agents is supported for these channels:

  • Voice

  • Digital live chat

  • CXone Mpower Email (Controlled Release)

  • SMS

  • Apple Messages for Business

  • Facebook (Private)

  • Instagram (Private)

  • Slack

  • Telegram

  • X (formerly known as 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 email responses.
  3. It uses the text or transcription to automatically query your organization's knowledge baseClosed A website that stores troubleshooting articles.. It then uses those query results to generate KB answers and email responses.
  4. If you enable Task Assist, it uses the intents of the Bot Builder taskbots you've configured to query and retrieve customer data from your organization's third-party systems, such as a CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories.. It then displays this data in the agent application for agents to see and use.

Copilot for Agents Setup and Configuration

You must work with your Account Representative for the initial setup process. 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 Copilot for Agents profile in Admin > GenAI Manager > Copilot for Agents Config. Once you've created a profile, you must select it in the AGENT ASSIST action in your Studio script. 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.

As of the 25.2 release, Copilot for Agents profiles are no longer configured in Agent Assist Hub. However, the profile settings still appear in Agent Assist Hub. Do not edit them; they do not work. Instead, configure Copilot for Agents profiles in Admin > AI Manager > Copilot for Agents Config. In a future release, the profile settings will be removed from Agent Assist Hub.

Copilot for Agents Profiles

Copilot for Agents profiles allow you to define the settings for Copilot for Agents. You can specify the tone, channelClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center., features, 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 the Copilot AutoSummary passed into any supported CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. application. This makes the Copilot AutoSummary from a previous conversation 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, the Copilot AutoSummary isn't visible to other agents.

If your CRM is already integrated with Agent, Agent Embedded, Agent for Microsoft Teams, or Agent Integrated, you can configure Copilot for Agents data to be passed to the CRM. If you haven't integrated your CRM with Agent, Agent Embedded, Agent for Microsoft Teams, or 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 Mpower. Specifically, you must create a data mapping for the Contact entity type that has Disposition Notes selected in the CXone Mpower Data field. This connects the Disposition Notes field in Agent, Agent Embedded, and 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 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 Mpower system.. 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, lists of topics for email responses, KB answers, Task Assist lists and results, transfer summaries, and journey summaries appear. Email responses appear in the response field where agents draft emails. The Copilot AutoSummary for the interaction appears in the Disposition Notes field of the Outcome 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 your knowledge base.

For more details on the agent experience with Copilot for Agents, learn about using Copilot for Agents in Agent, Agent Embedded, Agent for Microsoft Teams, or Agent Integrated.

Reporting

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

Key Facts about Copilot for Agents

Copilot for Agents: