CXone Copilot

Supercharge your agents’ impact

Copilot for Agents gives your team real-time guidance, contextual knowledge, and automatic interaction summaries, built into CXone. No new vendor, no integration project, no separate platform to manage.

See it in action

Copilot for Agents, live in the agent desktop

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“Copilot gave our agents immediate access to knowledge that used to take minutes to find. Guests get faster, more consistent answers.”

550+

agents now using Copilot for Agents globally at Hyatt

— Global CX Lead, Hyatt Hotels

Read the Hyatt case study

✦ The challenge

Your agents are
handling more
than ever.

As AI agents handle more of the front-line experience, the interactions that reach your human agents have never been more complex or consequential.

Nearly half of companies say live-agent volume is rising even as automation grows — yet customers expect faster answers and no transfers.

✓

The good news: it’s also one of the easiest fixes in your contact center.

47%

of companies report rising live-agent volumes even as automation expands across their contact center.

30%

of manual after-call work is silently consuming nearly a third of every agent's shift.

8–12 apps

is how many systems agents navigate to piece together a single customer view.

Why Copilot for Agents

Smarter support. Faster resolutions. Lower handle time.

Copilot for Agents gives your team the real-time intelligence to handle more, resolve faster, and deliver consistently better experiences — inside your CXone platform.

Answers at your agents' fingertips, instantly

Relevant knowledge surfaced the moment agents need it
No more searching across tabs while customers wait
Faster resolutions, less frustration on both sides

Confidence in every conversation

Instant visibility into customer sentiment on every incoming interaction
Real-time coaching from day one
Agents handle more with less second-guessing

Full focus on the customer, not the busy work

After-call notes handled automatically
No more putting customers on hold to document
Handoffs happen with full context already built in

Customer Success

Real CXone customers. Real results.

Transformed knowledge access for 550+ agents — faster answers, more consistent experiences across every property worldwide.

Read the case study

Reduced hold times, improved quality scores, CSAT, ramp time, and supervisor visibility across their entire contact center.

Read the case study

Streamlined agent workflows and accelerated their AI roadmap with CXone — faster onboarding, better consistency at scale.

Read case study

Enterprise-scale CX transformation with AI-enabled end-to-end journey orchestration across millions of customer interactions.

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Platform capabilities

One platform. Even more capabilities.

Copilot for Agents is built directly into CXone — powerful AI assistance without a new contract, vendor, or integration project.

✓
Real-time suggestions and next best actions inside the agent desktop
✓
Configurable guidance across queues and skills
✓
Real-time sentiment analysis to support more empathetic responses
✓
Works across any channel or ACD; connects to existing knowledge sources
✓
Reduces escalations by keeping agents confident and on-track
✓
AI-generated interaction summaries are delivered automatically after every interaction, eliminating after-call work

No new platform. No separate contract. Just more from the CXone you already use.

The fastest win in your CXone platform

Every interaction. Summarized automatically. Zero after-call work.

AI-generated summaries create complete interaction notes the moment a call ends — no manual entry, no delays, no inconsistency. Agents move faster. Supervisors get cleaner data. Handoffs happen with full context already built in.

Auto summarization eliminates one of the most time-consuming parts of the agent workflow — after-call work that adds up across every interaction, every day. It’s one of the highest-impact, lowest-lift upgrades available to CXone customers.

See how it works →

Ready to turn on Copilot for Agents?

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