CXone Mpower Copilot for Agents

This overview is for administrators and organizational leadership. If you're an agent, learn about using Copilot for Agents in Agent, Agent Embedded, Agent for Microsoft Teams, or Agent Integrated. If you're an administrator, you can also learn about setting up Copilot for Agents or about the general process of setting up agent assist application integrations.

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 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.

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 intentsClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. of the Bot Builder taskbots you've configured to query and retrieve customer data from your organization's third-party system, 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.

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.

Learn more about the requirements for a CRM integration in Copilot AutoSummary.

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.

Learn how to enable process steps in Copilot for Agents.

Reporting

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

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.

Key Facts about Copilot for Agents

Copilot for Agents: