Loading...
Loading...
Loading...
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:
As a result, organizations face:
These challenges are compounded by the lack of a unified AI framework that can both analyze and act within a secure, governed enterprise environment.
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.
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.
| 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. |
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.
Genesys Cloud Copilot is:
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.
Business Logic
GC Copilot uses internal logic patterns to determine how to satisfy a request:
The GC Copilot interface is accessible within the Genesys Cloud experience:
Example UI Interactions:
Real Time Reporting
Genesys Cloud Copilot Reporting dashboard coming soon.
Historical Reporting
Genesys Cloud Copilot Reporting dashboard coming soon.
N/A
N/A
To successfully adopt Genesys Cloud Copilot:
N/A
V 1.0.0 Last Updated 04/24/26