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 digital关闭 与Digital Experience相关的任何渠道、联系或技能。 interactions more effectively. It generates interaction summaries, suggests responses agents can send to contacts, and more. Using Copilot for Agents decreases ACW关闭 允许坐席在完成交互后完成工作要求的状态 time and AHT关闭 平均处理时间是坐席处理交互所花费的平均时间. It increases agent and customer satisfaction.

Copilot for Agents is set up and managed in 坐席协助中心. 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!"
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. When the agent clicks Generate, Copilot for Agents generates a response based on the list of topics and places it in the response field. The agent can then edit the response if needed.

该功能是受控发布计划的一部分。如果您有兴趣了解更多信息，请联系您的 CXone 客户代表。
KB answers

Suggests responses with solutions to the contact's issue. These are based on your organization's CXone Expert knowledge base关闭 存储故障排除文章的网站。 (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.

Copilot for Agents can use both private and public KB articles to generate KB answers. During setup, you can instruct Copilot for Agents to use just public articles or just private articles. You can also separate private KB answers from public KB answers.
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 CRM关闭 管理联系人、销售信息、支持详细信息和案例历史记录等事项的第三方系统。 application.

Copilot for Agents is supported for these channels:

  • Voice

  • 数字 live chat

  • CXone Email (Controlled Release)

  • SMS

  • Apple Messages for Business

  • Facebook (Private)

  • Instagram (Private)

  • 空闲

  • 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, next-best responses, and email responses.
  3. It uses the text or transcription to automatically query your organization's CXone Expert knowledge base关闭 存储故障排除文章的网站。. It then uses those query results to generate KB answers and email responses.
  4. Finally, Copilot for Agents displays this content in 坐席应用程序 for agents to see and use.

Copilot for Agents Setup and Configuration

You must work with your CXone 客户代表 for the initial setup process. Enlighten Copilot for Agents must be enabled for your organization. Copilot for Agents requires access to 坐席协助中心, 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 skills关闭 用于根据坐席的技能、能力和知识自动传递交互 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, channel关闭 联系人与坐席或机器人交互的一种方式。通道可以是语音、电子邮件、聊天、社交媒体等。, 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 CRM关闭 管理联系人、销售信息、支持详细信息和案例历史记录等事项的第三方系统。 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 客户代表 must first enable it for your tenant关闭 用于管理 CXone环境的技术支持、计费和全局设置的高级组织分组. 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, and agent transfer summaries appear. Email responses appear in the response field where agents draft emails. 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: