Genesys Cloud Copilot is an AI-powered assistant embedded directly in Genesys Cloud and helps administrators, supervisors, and operations leaders use natural language to complete tasks. Instead of navigating complex menus or searching documentation, you can ask Genesys Cloud Copilot for help. The Copilot can then provide guided, context-aware assistance and complete tasks in real time.

Genesys Cloud Copilot is built on an extensible agentic framework powered by specialized AI Agents. These agents enable Genesys Cloud Copilot to surface relevant knowledge, analyze operational data, and safely guide or run multi-step workflows grounded in Genesys Cloud best practices, your organization’s data, and role-based permissions.

What can you do with Genesys Cloud Copilot?

You can use Genesys Cloud Copilot to accomplish the following tasks:

• Receive step-by-step guidance based on curated Genesys Cloud documentation directly within the Genesys Cloud UI.
• Configure and manage Genesys Cloud without switching between screens or reference materials.
• Use a single conversational request to complete complex or infrequent workflows end-to-end.
• Explore operational data, understand performance trends, and investigate issues.

Genesys Cloud Copilot maintains conversational context, allowing users to refine requests, ask follow-up questions, and build upon previous responses without starting over.

Who benefits from Genesys Cloud Copilot?

Genesys Cloud Copilot supports multiple user personas and tasks across your organization:

• Supervisors and operations leaders can identify and resolve operational issues, understand what happens across teams and queues, and receive easy to act on recommendations.
• Administrators can configure and manage Genesys Cloud, such as users, queues, routing, permissions, and integrations through guided automation.
• Business and CX leaders can gain summarized insights across large volumes of interactions and operational data, which supports faster, more informed decisions.

Genesys Cloud Copilot adapts its guidance and responses based on the user’s role, permissions, and current context. This adaptation ensures that all interactions are relevant, safe, and easy to act on.

How Genesys Cloud Copilot works with AI agents

Genesys Cloud Copilot orchestrates a set of specialized AI agents that connect to Genesys Cloud CX platform capabilities. These AI Agents allow Genesys Cloud Copilot to break down complex requests into coordinated steps and run the steps reliably. For example:

• A supervisor can use the Work Team Assistant to create a new work team and assign agents to it with a single request.
• An administrator can create a new queue and assign agents to it with a single prompt. In the backend, Genesys Cloud Copilot coordinates the User Management and Queue Management AI Agents to run this multi-step process.

Genesys Cloud Copilot provides a single, consistent conversational experience, and also validates each step with you and keeps you in control.