Genesys Cloud
AI generated answers auto-suggested in agent copilot

In a future release, Genesys Cloud will give administrators the option for AI-generated answers to be offered to agents using Agent Copilot. Previously, AI generated answers were only available when agents manually searched for knowledge within Agent Copilot. With automatic AI-generated answers, agents can focus more on the customer conversation while relying on Copilot to surface curated, relevant responses. This improvement makes interactions more efficient and helps ensure that customers receive the best possible answer right away.

What’s new

• AI-generated answers will now appear automatically during both voice and digital interactions. An administrator must enable this feature.
• Answers are drawn from multiple knowledge sources and formulated to provide the most accurate and helpful response.
• Agents receive suggested responses in real time, reducing the need to search manually through resources.