Genesys Cloud Copilot

An agentic, AI-powered assistant for every contact center role.

What's the challenge?

Contact center and operations teams face escalating complexity around configuration, performance troubleshooting, workforce management, and governance. Traditional tools require navigating multiple dashboards, manual investigation, and administrative work that detracts from strategic tasks and make their work:

Fragmented: Users must navigate multiple dashboards, reports, and configuration interfaces

Manual: Tasks such as routing updates, performance analysis, and troubleshooting require significant manual effort

Reactive: Identifying root causes of issues (e.g., SLA drops) is time-consuming and often delayed

Error-prone: Misconfigurations lead to operational inefficiencies and increased support costs

Knowledge-dependent: Effective operation relies heavily on experienced users and institutional knowledge

As a result, organizations face:

Increased operational costs and inefficiencies

Slower response to performance issues

Higher dependency on expert users

Low adoption of advanced platform capabilities

Limited ability to optimize performance continuously

These challenges are compounded by the lack of a unified AI framework that can both analyze and act within a secure, governed enterprise environment.

What's the solution?

Genesys Cloud Copilot delivers a native, conversational AI assistant embedded across the Genesys Cloud platform that empowers supervisors, administrators, and business users with contextual guidance, assistance and automation of operational tasks. These capabilities allow users to expedite onboarding, identify and troubleshoot performance issues, execute actions, and optimize configurations across the platform without navigating multiple tools or dashboards. By leveraging domain-specific AI Agents, GC Copilot helps users optimize performance, reduce task effort, and deliver better customer experiences.

GC Copilot provides native, contextual access to trusted and curated Genesys Cloud how to guidance, enabling users to learn and operate the platform more effectively without leaving their workflow. By surfacing relevant guidance, best practices, and configuration recommendations, GC Copilot streamlines onboarding, reduces dependency on expert users, and ensures that instructions are grounded in trusted sources of information.

Genesys Cloud Copilot enables users to analyze operational performance, identify root causes of issues, and execute configuration or administrative tasks through guided, conversational interactions. Accessing data across sources, GC Copilot enables faster troubleshooting and more informed decision-making with AI-generated insights and recommendations. At the same time, it streamlines repetitive, effort-intensive workflows such as bulk user updates, reducing manual effort and minimizing the risk of errors.

Use case overview

Story and business context

Modern contact center operations require teams to continuously monitor performance, manage configurations, and respond to changing conditions in real time. However, these activities are often fragmented across multiple tools, dashboards, and workflows, making it difficult for supervisors, administrators, and analysts to quickly understand issues, take action, and optimize outcomes.

Genesys Cloud Copilot transforms this experience by providing a unified, conversational AI assistant that allows users to utilize a set of AI Agents to analyze, act, and optimize operations within a single workflow.

Example

During peak hours, a supervisor overseeing the support team notices that the average handle time for the Tech Support queue is rising and asks Genesys Cloud Copilot:

“Why did Tech Support queue AHT increase between noon and 3PM?”

GC Copilot analyzes relevant data and correlates increased handle time and abandonment with a recent routing configuration change. The supervisor follows up:

“What changed in routing yesterday?”

GC Copilot surfaces the exact configuration update and highlights its impact, along with recommended actions to restore performance.

To address the increase volume of calls, supervisor uses GC Copilot to execute operational changes moving additional agents to the Tech Support queue:

“Assign 3 agents from the General Support queue with Technical Support skill to the Tech Support queue.”

GC Copilot completes the task instantly with built-in validation and guidance, reducing manual effort and minimizing the risk of errors.

Later, a business analyst asks:

“How can we improve SLA for this queue?”

GC Copilot analyzes historical trends and current performance, then recommends targeted optimizations across routing and workforce management.

For new or less experienced users, GC Copilot provides contextual access to trusted how-to guidance from the Genesys Cloud Resource Center, which instructs them through tasks, guiding them through tasks and surfacing best practices directly within their workflow—reducing onboarding time and dependency on expert users.

By combining real-time insights, guided actions, and continuous optimization, GC Copilot enables organizations to move from reactive operations to proactive performance management. Teams can resolve issues faster, execute changes with confidence, and continuously improve customer experience and operational efficiency.

Use case benefits

Benefit	Explanation
Reduced Employee Time to Proficiency	GC Copilot provides native, contextual access to trusted Genesys Cloud how to guidance, enabling new users to learn and perform tasks in real time. This reduces training time, accelerates onboarding, and minimizes dependency on expert users.
Reduced Administration Costs	Reduced administration effort and costs on things like training and onboarding.
Reduced Configuration Errors	Guided execution, validation, and access to trusted, curated knowledge and best practices reduce misconfigurations and operational mistakes. This leads to lower operational risk and increases overall business benefits of utilized GC platform capabilities.
Improved Decision Response Time	By correlating various data sources and configuration changes, GC Copilot helps users quickly identify root causes of issues and take corrective actions. This reduces mean time to resolution and minimizes operational disruption.
Improved Service Level Performance	GC Copilot allows organizations to reach SLOs for speed and quality quicker and easier by enabling users to analyze operational performance, identify root causes of issues, and execute configuration.

Summary

Genesys Cloud Copilot is:

Context aware: leverages Genesys data and workspace context of the user

Secure: operates within the permission of its user and maintains audit trail of actions.

Extensible: Extensible set of AI Agents can support variety of tasks

Agentic: moves beyond guidance to assist and automate configuration, troubleshooting and optimization tasks,

The result is a single, unified way to operate complex contact center tasks with AI assistance — reducing manual work, increasing trust, and improving operational outcomes.

Use case definition

Business flow

Trigger:User opens GC Copilot in the Genesys Cloud UI.
Intent Capture: Natural language query.
AI Agent Orchestration: GC Copilot routes the request to one or more AI Agents depending on the task.
Action: Agent(s) perform exploration or execute tasks.
Response: GC Copilot returns:
1. Natural language summary
2. Links to dashboards or actions taken
3. Next-step suggestions
Audit & Logging: Interaction history and audit trail are updated with the actions taken.

Business and distribution logic

Business Logic

GC Copilot uses internal logic patterns to determine how to satisfy a request:

Context Retrieval: user permissions, current screen/workspace context, and relevant Genesys Cloud data.
Task / Intent Detection: Analyze the user message and the overall conversation to determine user intent and task(s).
Agent Selection: Examine the list of available AI Agents and Actions and select those required to complete the requested task(s).
Action Eligibility Check: Verify user permissions for any requested Action.
Confirmation and Execution: Ensure GC Copilot user reviews and confirms the Action(s) that modify system configuration.
Feedback Loop: Provide natural language response and highlight next steps or questions in case further user action or clarification is required.

User interface & reporting

Agent UI

The GC Copilot interface is accessible within the Genesys Cloud experience:

Persistent GC Copilot panel available across the Genesys Cloud UI via the general launcher.

Conversation history viewer that allows users to browse previous GC Copilot sessions.

Action suggestions.

Confirmation of actions that modify system configuration.

Source links for generated answers.

Follow-up prompts for clarifications

Context-aware suggestions based on the UI screen the user is on.

Example UI Interactions:

“How do I configure a data action?”

“Add John Smyth to the Support queue”

“Show time-off balance for Lisa”

Reporting

Real Time Reporting

Genesys Cloud Copilot Reporting dashboard coming soon.

Historical Reporting