Enlighten Copilot for Agents in CXone Agent for Microsoft Teams

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 in the App Space in CXone Agent for Microsoft Teams. It can offer these kinds of help:

• Real-time summaries: What's currently happening in an active interaction. For example, "Edward is having a shipping problem with his book order."

• Customer sentiment: The contact's current mood: Positive , Negative , or Neutral .

• Next-best responses: Responses based on what the contact The person interacting with an agent, IVR, or bot in your contact center. 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!"

• Email responses: Responses based on a list of topics from an email thread. This feature is in controlled release (CR). If you have questions not answered in the online help, talk to your manager.

• 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.

  • 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.

  • 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.

• 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."

• 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 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 . 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 The person interacting with an agent, IVR, or bot in your contact center. based on what the contact said.

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 and proposes relevant, helpful responses.

3. It displays those responses in CXone Agent for Microsoft Teams. For digital messages, they appear in the Interaction Space, above the response field where you draft messages. Click Insert next to a response to place it in 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.

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 if your administrator has enabled this.

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.

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 CXone 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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KB answers from private KB articles may appear in a separate section of the KB answer card in Copilot . Your administrator may disable Insert Article and Send Article for those private KB answers.

Filter KB Answers by CXone Expert Tags

If your administrator has enabled this, you can use tags to filter KB answers. These tags come from your CXone Expert knowledge base. Copilot for Agents only uses KB articles with the tags you selected to generate its KB answer. You can view the tags applied to a KB answer by clicking Information next to it.

1. Click Filter in the search bar at the bottom of Copilot for Agents.

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

3. Click Apply.

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 and the KB article is publicly available, 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.

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 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 final summary before saving it. Final summaries 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.