Agent Copilot offers enhanced features to improve accuracy and efficiency when assisting agents during customer interactions.

Configure Additional Input Search Parameters in Agent Copilot Widget

You can enrich Copilot queries with structured case context, such as product or model, to generate more accurate and relevant responses.

Within Agent Copilot on the Care Console, you can define two case-level custom fields that will be sent along with the agent message.

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Select Specific Conversation Context for Copilot Actions

Agents can now choose specific parts of a conversation transcript or speech-to-text (STT) input within the Care Console and use them as context for Copilot actions. This ensures that summaries, answers, and recommendations are based only on relevant conversation segments.

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Steps to Send Selected Messages to Agent Copilot:

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• In the Care Console conversation view, select the first message you want to include.

• Press and hold Shift, then select the last message in the range. All messages between the first and last will be selected automatically.

• A bar appears at the bottom of the window. Click the ellipsis (⋯) icon and select Add to Copilot.

• The selected conversation segment is added to Copilot.

• Perform the desired action in Copilot. Only the selected messages will be considered.

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Benefits:

• Improved Accuracy: Agents can summarize or process conversations more precisely when multiple topics are discussed in a single case.

• Reduced Noise: Focuses on relevant context, eliminating confusion caused by unrelated information.

• Increased Efficiency: Prevents errors caused by applying workflows to the wrong context, saving time and effort.

Streaming Support in Agent Copilot

Agent Copilot now supports streaming responses, delivering content progressively in the UI as it is generated. This enhancement improves reliability and provides a smoother, more responsive experience for agents.

What Is Streaming?

Streaming allows agents to start reading and using the response without waiting for the entire output to load. This is particularly useful for longer outputs such as:

• Case summaries

• Detailed answers

• Complex recommendations

By reducing perceived response time, streaming improves overall efficiency and responsiveness during customer interactions.

Key Benefits

• Improved Reliability: Ensures consistent response delivery even for large outputs.

• Faster Access to Information: Agents can act on partial responses immediately.

• Enhanced User Experience: Content appears progressively, reducing wait frustration.

Select and Copy Copilot’s Response

Agent Copilot now allows agents to select specific sections of its response and take targeted actions, improving flexibility and reducing manual effort.

Follow the steps below to use this capability:

1. Highlight the desired portion of Copilot’s response.

2. Right-click on the selected text.

3. Choose one of the following options:

   • Copy to Copilot: Use the selected text to refine a follow-up query.

   • Add to Response: Insert the selected text directly into a customer reply.

Only the highlighted text is carried forward, ensuring that agents work with the most relevant content.

Benefits

• Time Savings: Reduces extra clicks and manual copy-paste actions.

• Improved Accuracy: Ensures only relevant content is included in follow-up queries or customer responses.

• Enhanced Efficiency: Streamlines workflows during customer interactions.
  

These capabilities in Agent Copilot such as selective copying, dynamic query refinement, and streamlined response insertion enable agents to work more efficiently and accurately. By using these capabilities, agents can reduce manual effort, improve response quality, and deliver faster, more personalized customer interactions.