Agent Copilot

Real‑time intelligence for excellent live support

Cogniassist's Agent Copilot equips service agents with essential tools and knowledge at their fingertips to swiftly and confidently manage customer queries across channels.

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Unlock agent productivity

Agents are under ever-growing pressure, and juggling multiple internal systems kills productivity.

Cogniassist's Agent Copilot gives your workforce real-time assistance and knowledge shortcuts at every step of customer-agent interactions, so they can deliver high-quality support at speed.

Identity, Knowledge, and Sentiment Assist

The right information at the right time

Help agents sort out customers’ problems in the shortest time and focus on a delightful service experience.

Contextual handover

As live engagement starts, Agent Copilot retrieves relevant CRM data, query summaries, interaction history, and more, giving service representatives an easy overview of customer requests to start helping right away.

Real-time knowledge lookup

Don’t make agents switch applications and stumble from one knowledge silo to another. Agent Copilot automatically fetches knowledge articles and answers that your agents need as the conversation progresses.

Emotional intelligence with a boost

Empower agents to engage in compassionate conversations with customers by using sentiment analysis to take timely de-escalation measures or capture positive reviews.

Action and Language Assist

Successful service at speed

Help agents sort out customers’ problems in the shortest time and focus on a delightful service experience.

Act in seconds

With action cues readily available in their interaction window, your team can tackle queries in an instant, saving time spent on tab switching and navigating complex internal systems.

Speak any language

Give agents the linguistic superpower to assist customers in their native language. Agent Copilot facilitates bidirectional, real-time translation during live support – to help you localize customer service at scale.

Drive customer-centric upsells

Identify up-sell and cross-sell opportunities that are a win-win for your business and customers. Agent Copilot can listen for customers’ clues and combine them with CRM data at hand to recommend tailored offers that suit them best.

Wrap-up Assist

Automate busy work with one click

From live transcription and call summary to feedback collection, customer record updates, and more, cogniassist's Agent Copilot automates post-call busy work with ease.

Alleviate the strain on your workforce and enable them to handle more engagements in less time. Build customer loyalty with call transcripts that let agents effectively follow up on issue resolution.

Real-world

Real-world business impact

Shorten training time and costs

Get new hires on board and up to speed fast with real-time access to knowledge and best practices from day one.

Elevate agent experience

Help agents resolve complex queries with confidence by offering all the tools and resources they need in one place.

Reduce AHT and increase CSAT

Deliver effective service as fast as a few clicks to cut hold time and expedite resolution.

Together we are better

Bring your own contact center

Agent Copilot is designed to be contact center agnostic, so you can connect all your critical systems regardless of vendor or whether they are on-premises or in the cloud.

Customizable to your need

Upgrade your existing agent desktop with AI-powered agent assistance or get started with out-of-the-box Cogniassist Live Agent. Our dynamic Agent Copilot interface is fully customizable to your processes and requirements.

Works with your systems

Agent Copilot seamlessly integrates into CRM, knowledge base, case management, and other enterprise systems, assisting agents in any informational requests and transactions.

Voice and chat ready

Be it phone or messaging channels, Agent Copilot operates wherever your customers choose to engage. Take full advantage of rich media in messaging channels like galleries, file attachments, adaptive cards and more.