FAQs: Cloud Copilot

Genesys Cloud Copilot ensures security and trust for your organization in the following ways:

• Enforces user permissions. Genesys Cloud Copilot and its AI Agents operate strictly within the permissions of the user. If a user cannot perform an action, then Genesys Cloud Copilot cannot perform it on their behalf.
• Confirms all changes. Genesys Cloud Copilot always requires users to review and approve any system configuration changes before the change is applied.
• Uses guardrails and alignment. Genesys Cloud Copilot includes safeguards to ensure that the Copilot assists only with relevant, supported tasks, that it does not engage in out-of-scope or harmful requests, and that it can identify and prevent toxic language.

These controls apply to all AI Agents in Genesys Cloud Copilot.

Genesys Cloud Copilot and Genesys Agent Copilot serve different audiences and use cases. Genesys Cloud Copilot is a conversational, agentic assistant designed for supervisors, administrators, and operations leaders. It allows users to configure, manage, and optimize Genesys Cloud through natural language and guided workflows. It is not available to agents while they are on queue or while they actively handle customer interactions.

Genesys Agent Copilot, by contrast, is designed for frontline agents during live customer interactions. It provides real-time assistance, such as suggested responses, knowledge articles, interaction checklists, and automation to support the conversation.

While Genesys Agent Copilot focuses on in-the-moment interaction support, Genesys Cloud Copilot focuses on operational, administrative, and analytical work outside of live customer handling.