AI agents support human agents in real time by functioning as an always-available expert partner during live interactions. As the conversation unfolds, AI listens and reads the transcript simultaneously, surfacing relevant knowledge base articles, customer account details, and suggested responses on the agent's screen. When compliance-sensitive language is detected - such as a customer mentioning a medical condition or making a legal threat - AI flags it immediately for the agent. Next best action recommendations guide agents through complex issue resolution paths without requiring them to memorize every policy. Post-interaction, AI automatically drafts a case summary for the agent to review and approve, eliminating manual after-call work. NiCE Copilot for Agents delivers all of these capabilities in a unified interface.
How It Works