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Copilot magnifies the agent capabilities and empowers them with actionable responses and content. Supervisors are armed with smarter guided interactions and AI-driven coaching to improve the overall agent and consumer experiences.
AI companion for contact center employees – Enlighten Copilot: FAQs
Employee excellence
With this by-their-side conversational AI experience, agents have AI-driven knowledge and assistance at their fingertips for faster handle time and faster resolutions. Copilot automatically generates suggested responses for the agent using conversational context and knowledge base information. With Copilot, supervisors have a greater span of control through continuous, real-time visibility into agent behaviors, suggested solutions for problem areas, and smarter guided interactions.
Enlighten Copilot is a collaborative AI solution built for your employees that amplifies skilled labor at a reduced cost, promoting efficient work with fewer repetitive tasks and faster access to knowledge, improving workforce experience and therefore your organization's quality of customer support.
Enlighten Copilot for Supervisors maximizes business impact and contact center efficiency by prioritizing real-time, proactive insights, delivered with context to enhance supervisors' productivity with less effort. This AI solution redefines the supervisor role, expanding agency and enhancing the methods and speed at which supervisors can guide and support agents.
Enlighten Copilot for Agents is NICE's AI-driven solution that empowers agents with suggested responses and content, timely training and support from supervisors, as well as automating after-call summaries to reduce tedious and time-consuming processes. Improved reply times and accuracy rates boost agent success and drive customer satisfaction.
Drive optimal resolution with knowledge
Leverage your company’s knowledge for the right response from your agents, at the right time.
Unlock agent superpowers
Simplify the agent experience with AI-powered guidance and increase satisfaction all around.
Create a clear path forward for supervisors
Provide AI guided success from supervisors for great CX.
On-demand coaching
Supervisors provide the behavioral guidance and information agents need to streamline the customer journey.
Centralized-AI assistance
Agents have faster access to knowledge, answers, and guidance that are specific to their needs.
Power amplification
Make every CX employee an informed, guided, and powerful super-employee.
Full context
Access to full interaction context including customer intent, sentiment, and history for amazing experiences.
AI-generated responses
Agents leverage automated, relevant assistance across any channel.
Automatic interaction summary
AI summarization helps agents keep track of the current interaction and informs future interactions.
