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Cognigy Introduces an AI "Copilot" for Busy Call Center Workers


Call center work is difficult, complex and valuable for companies – when it’s done properly, of course. For agents who are overwhelmed, overworked or confused, the potential for damage to the company’s reputation is high, and busy agents often don’t have time to engage in the proper research and follow-up that supports an excellent customer journey. As a result, many companies are struggling to fill call center seats. Increasingly, call centers are putting a "copilot" into the seat next to call center agents in the form of an artificial intelligence-based “helper.”

Conversational AI leader Cognigy has now announced the launch of AI Copilot, a solution that leverages the synergy of conversational and generative AI to redefine agent-assist possibilities in enterprise contact centers. AI Copilot was designed to offer real-time support and enable agents to deliver faster and more gratifying customer service experiences in a number of ways:

  • Identity Assist provides contextual handover tailored to each agent’s needs.
  • Knowledge Assist uncovers vital information and knowledge sources in real time.
  • Action Assist guides agents through complex processes for effective query resolution.
  • Language Assist empowers agents to support customers in their native language.
  • Wrap-Up Assist automates post-call busywork with one click.

Designed with enterprise-readiness solutions in mind, AI Copilot can be easily onboarded with essential support knowledge and works seamlessly with any contact center and business system. It is fully customizable to enterprise processes and requirements and proficient in a wide variety of tasks like sentiment analysis, data retrieval, task automation, and call summarization.

“AI Copilot evolves agent assist from mere response suggestions to an all-rounded solution for elevating service agents’ performance, productivity, and overall job satisfaction,” said Philipp Heltewig, CEO and co-founder of Cognigy, in a statement. “This isn’t just another enablement tool, it is a colleague and daily companion for agents, supercharging them with critical knowledge, skills and resources they need to excel.”

Edited by Alex Passett
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