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AI companion for contact center employees – Copilot

AI companion for contact center employees – Copilot

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AI-powered companion.

Promote efficient work with fewer repetitive tasks and faster access to knowledge for contact center employees.

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Maximize employee impact for superior outcomes.

Drive optimal resolution with knowledge

Leverage your company’s knowledge for the right response from your agents, at the right time.

Unlock agent superpowers

Simplify the agent experience with AI-powered guidance and increase satisfaction all around.

Create a clear path forward for supervisors

Provide AI guided success from supervisors for great CX.

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Employee excellence

With this by-their-side conversational AI experience, agents have AI-driven knowledge and assistance at their fingertips for faster handle time and faster resolutions. Copilot automatically generates suggested responses for the agent using conversational context and knowledge base information. With Copilot, supervisors have a greater span of control through continuous, real-time visibility into agent behaviors, suggested solutions for problem areas, and smarter guided interactions.

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Agents – the unsung heroes.

Empower agents with smarter interactions, personalized coaching, and automation opportunities. See how.

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The art of empowering agents and supervisors.

Learn how CXone Mpower Copilot empowers agents and supervisors to drive skilled labor, productivity, satisfaction, and engagement more than ever before.

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Smarter guided interactions

Copilot magnifies the agent capabilities and empowers them with actionable responses and content. Supervisors are armed with smarter guided interactions and AI-driven coaching to improve the overall agent and consumer experiences.

On-demand coaching

Supervisors provide the behavioral guidance and information agents need to streamline the customer journey.

Centralized-AI assistance

Agents have faster access to knowledge, answers, and guidance that are specific to their needs.

Power amplification

Make every CX employee an informed, guided, and powerful super-employee.

Full context

Access to full interaction context including customer intent, sentiment, and history for amazing experiences.

AI-generated responses

Agents leverage automated, relevant assistance across any channel.

Automatic interaction summary

AI summarization helps agents keep track of the current interaction and informs future interactions.

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If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.

Copilots for Agents and Supervisors: FAQs

CXone Mpower Copilots empower agents and supervisors to achieve the superhuman by promoting efficient work with fewer repetitive tasks and faster access to knowledge, improving workforce experience and therefore your organization's quality of customer support.

CXone Mpower Copilot for Supervisors maximizes business impact and contact center efficiency by prioritizing real-time, proactive insights, delivered with context to enhance supervisors' productivity with less effort. This AI solution redefines the supervisor role, expanding agency and enhancing the methods and speed at which supervisors can guide and support agents.

CXone Mpower Copilot for Agents is NICE's AI-driven solution that empowers agents with suggested responses and content, timely training and support from supervisors, as well as automating after-call summaries to reduce tedious and time-consuming processes. Improved reply times and accuracy rates boost agent success and drive customer satisfaction.