To enhance customer interactions, you can bring Genesys AI experience into CX Cloud from Genesys and Salesforce integration. The integration allows you to add and configure the Genesys Cloud CX Embeddable Component for Agent Copilot, which empower agents with AI-driven assistance. For more information, see the Configure Genesys Cloud CX Embeddable Component.

Agent Copilot

Agent Copilot determines the customer intent and provides the next best action to the agent. It provides knowledge-based support and acts as a virtual assistant to an agent. It enhances agent efficiency and reduces workload by providing relevant knowledge articles and suggestions based on the voice interaction. Agent Copilot enables agents to focus on customer issue resolution and gives an integrated AI experience.

For more information, see About Agent Copilot.