Overview
Join Elisha Wright, Global Director of Learning Capabilities at Hyatt, as he shares how equipping agents with CXone Expert and Copilot replaced slow, manual information searches with instant answers, right inside the interaction.
Learn how Hyatt’s global contact centers, supporting thousands of agents across North America, China, Japan, and beyond, struggled with onboarding and knowledge gaps that left even experienced hires unable to find what they needed quickly, and how adopting Expert, along with multilingual translation support for non-native English speakers, then layering in Copilot to surface information directly within the interaction, turned colleague confidence into a measurable part of the customer experience strategy.
In this session, you’ll hear:
- Why even a 15-year veteran hire struggling to find basic information became the wake-up call for change
- How CXone Expert’s translation capabilities helped colleagues in markets like China serve guests confidently in a non-native language
- Why bringing in Copilot meant agents never had to leave the interaction to look something up
- How defining success beyond the numbers, around colleague confidence, became central to measuring the program’s impact
- Why AI-powered call simulation is the next frontier for giving new agents a safe space to practice before they’re on their own
Whether you’re rethinking agent onboarding or looking to close the gap between training and real-world confidence, this testimonial shows what it looks like to put the right information in an agent’s hands at exactly the right moment.