Copilot for agents

Answers find your agents first

Give your team the perfect partner that delivers knowledge instantly, suggests next steps, and handles repetitive tasks — while they focus on customers.

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The world’s best brands trust NiCE to power 15B+ interactions a year

When service flows NiCEly

It’s your dream workflow: agents solve problems, customers feel understood, and every interaction
just works better.

Knowledge when you need it

Stop hunting for answers. The right information appears exactly when needed — ready to share with customers instantly.

Faster, more confident teams

New agents become experts sooner, and
experienced ones work smarter — with guidance that anticipates what’s next.

Work that feels easier

Free your team from repetitive tasks and mental overload. Watch satisfaction rise as work becomes more meaningful.

Delighted customers

Your customers feel truly understood when agents have full context, history,
and sentiment at their fingertips.

Help arrives just in time

Your ready response reflects exactly what customers need, offering relevant help
that stays on-brand.

The right response appears right when agents need it — crafted to resolve issues quickly while making customers feel valued.
Your brand's expertise, delivered exactly when needed, ensuring consistent answers, while cutting time spent searching.
Tedious tasks handle themselves, leaving agents free to focus on what matters most: the human connection.
After-call work practically disappears as summaries write themselves, capturing every important detail automatically.
No more "Let me explain my situation again." Context follows customers throughout their journey, creating seamless experiences.
Your team sees everything they need to shine— customer intent, sentiment, and history —all in one glance.

Create a responsive world

What if agents handle could complex questions with ease, tasks completed themselves, and customers could leave every interaction feeling understood? It’s possible…now.

Success stories

See what global CX leaders are saying

Carnival UK advances AI to serve thousands of guests

99%

improvement in the number of guest engagements assessed

75%

average engagement in bi-monthly implementation update emails

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Bamboo Insurance accelerates growth

10%

improvement in quality scores (from 85% to 95%)

15%

increase in CSAT and NPS scores

Learn more

Happy agents+ happy customers = happy outcomes

When your team has ready answers, next steps and automation for the rote stuff, they can deliver the good stuff: delightful resolutions.

Ready to experience the power of one platform?

Let us show you how NiCE can unify, automate and elevate your entire customer experience - with AI at the core and outcomes at the forefront.

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Frequently Asked Questions

Think of chatbots as front-door greeters — they welcome customers and handle simple questions. Copilot is more like a personal assistant working right beside your agents. While both use conversation technology, Copilot does much more than just chat. It's agent productivity tools and real-time coaching rolled into one — anticipating needs, automating tedious tasks, and providing guidance across everything your agents handle. When customers move from chatbot to human agent, Copilot ensures all context follows them — creating one seamless conversation that flows from start to finish.

Absolutely. Your agents get real-time guidance and support no matter how customers reach out. Whether they’re typing or talking, your team receives instant knowledge suggestions, automatic summaries, and workflow automation. During voice calls, we adjust how suggestions appear, making them easier to read while your agents focus on the conversation. This creates a consistent AI-assisted customer service experience across every touchpoint.

For the best experience, we recommend pairing Copilot with CXone Mpower Expert — our knowledge management system that creates a single source of truth across your organization. Expert makes knowledge easy to maintain, find, and share. Its advanced search capabilities ensure everyone gets the right answer instantly. The result? More self-service resolutions and dramatically faster agent handling times. Already have a knowledge solution you love? No problem. Our knowledge hub makes it simple to connect your existing system to Copilot, so your knowledge finds your agents exactly when they need it.

Create a world where everything just works, better… For your business: Watch handle times drop and productivity rise. Our customers see significant reductions in after-call work and increased chat concurrency. Your newest agents become effective faster, and even complex industries can train multi-skilled teams more easily. For your agents: Give them a partner that makes work less stressful by handling repetitive tasks, managing complex information, and providing guidance when they need it most. The result? Less burnout, lower turnover, and more satisfaction. For your customers: Deliver interactions that feel effortless — where agents understand them immediately, find answers quickly, and solve problems on the first try.