Platform · Agent Copilot
Every agent, your best agent.
KeyAI Copilot sits inside the agent desktop and suggests the next reply, finds the right article and writes the wrap-up, while the customer is still on the line.
Highlights
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Suggested responses
Recommendations that adapt as the voice or chat conversation moves on.
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Knowledge at the right moment
Relevant articles and scripts surface automatically, so agents stop searching and start answering.
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Summaries written for you
Concise summaries capture the topic, the customer’s intent and the resolution.
Everything included
What you get in Agent Copilot
Assistance
- Real-time response assistance Suggestions adapt during live voice and chat interactions.
- Knowledge search Auto-suggests relevant articles or scripts from your knowledge base.
- Automatic summarisation Wrap-up notes with key topics, intent and outcome.
- Tables on request Ask for a comparison or breakdown and download it as an image.
In the agent desktop
- Built into Genesys Cloud Agents get help without leaving the Genesys Cloud interface.
- Copy to chat in one click Send a suggested reply straight to the Genesys chat box, or copy it to edit first.
- Regenerate Not quite right? Ask for another response.
- Turn AI on or off Agents stay in control of when Copilot helps.
Your choice of model
- Model selection Choose the AI model that answers, for example one set up to reply in Malay.
- Bring your own AI Connect your organisation’s own model where policy requires it.
- Shorter training time New agents learn faster with the right knowledge surfaced as they work.
Works hand in hand with
The platform- Chat Bot Instant, 24/7 answers on your website, app, WhatsApp and Messenger, drawn from your own knowledge base. Explore
- Voice Bot An AI voice agent that answers calls in natural speech, resolves routine requests and hands over to people with full context. Explore
- Integrations Native to Genesys Cloud, ready for WhatsApp and Messenger, with hundreds of connectors and your own AI model. Explore
Put AI to work in your contact centre.
See KeyAI with your own channels, languages and use cases. Most projects go live in about three months.
Native to Genesys Cloud · Multilingual · Built in Malaysia