Conversation Copilot is a AI-powered set of tools, designed to help agents provide exceptional customer experiences. With its advanced features, Conversation Copilot can assist agents in resolving customer issues, improving their communication skills, and delivering personalized interactions that meet customer needs.
The Conversation Copilot suite consists of:
- Automated Conversation Summaries: AI-powered conversation summaries equip agents with concise overviews of past and present customer interactions (voice and messaging). These summaries highlight key issues, questions, and resolutions, enabling agents to quickly understand customer intent, saving time and improving efficiency. Access summaries for both ongoing and historical conversations to ensure seamless context and issue resolution.
- Copilot Rewrite: Elevate agent communication by intelligently interpreting and refining their messages directly within the workspace. This "magic wand" empowers agents to enhance clarity, grammar, and professionalism with up to three rephrasing options per phrase, ultimately fostering superior customer and agent experiences.
- Conversation Assist: Offer recommended bots and answers to your human agents in line in their conversations with consumers, and on demand within a dedicated widget. When your agents take advantage of these just-in-time recommendations, they become more efficient and save time. What's more, their conversational outcomes are improved and more consistent. Conversation Assist can even help to reduce the time to onboard new agents.