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Industry Leader Reinvents Agent Assist with Generative and Conversational AI for Customer Service Excellence
November 20, 2023 | Düsseldorf, San Francisco — With a commitment to drive customer service excellence, Conversational AI leader Cognigy announced today the launch of AI Copilot. The new solution leverages the powerful synergy of Conversational and Generative AI to redefine agent assist possibilities in enterprise contact centers.“AI Copilot evolves agent assist from mere response suggestions to an all-rounded solution for elevating service agents’ performance, productivity, and overall job satisfaction,” says Philipp Heltewig, CEO and Co-Founder of Cognigy. “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.”
The necessity for such a solution is underscored by a recent Deloitte study, revealing that 63% of contact center leaders grapple with staffing shortages. Cognigy’s AI Copilot is set to revolutionize this landscape, providing real-time support and enabling agents to deliver instant, gratifying service experiences.
The AI Copilot boasts a full suite of prebuilt capabilities, including:
- Identity Assist: Provide contextual handover tailored to each agent’s needs.
- Knowledge Assist: Surface vital information and knowledge sources in real-time.
- Action Assist: Guide agents through complex processes for effective query resolution.
- Language Assist: Empower agents to support customers in their native language.
- Wrap-Up Assist: Automate post-call busywork with one click.
Designed with enterprise readiness in mind, AI Copilots can be easily onboarded with essential support knowledge and work seamlessly with any contact center and business systems. They are 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.
Cognigy will hold an educational webinar on November 28th at 8 a.m. San Francisco (PST) / 5 p.m. Berlin (CET). The webinar will showcase the extensive capabilities of this solution and how it empowers multi-level human-AI collaboration to elevate customer and agent experiences to new heights. Register for the webinar now!
