Agent Copilot is a generative AI–powered assistant designed to help agents resolve customer cases faster and more effectively. It is embedded as a widget within the Sprinklr Care Console and provides a chat-driven experience that supports agents throughout the case lifecycle.

By combining real-time and historical data with natural language processing and structured workflows, Agent Copilot delivers contextual guidance, relevant insights, and actionable recommendations. This helps reduce manual effort, improve response quality, and increase overall agent productivity.

Agent Copilot supports flexible large language model (LLM) integrations, allowing you to choose the option that best fits your security, compliance, and operational requirements:

• Sprinklr-provided LLMs – Use Sprinklr-managed models for quick setup and seamless integration.

• Bring Your Own Key (BYOK) – Connect your own API key to use supported third-party LLMs.

• Bring Your Own Model (BYOM) – Integrate a custom or self-hosted model for greater control and customization.

This flexibility ensures that Agent Copilot can adapt to your organization’s AI strategy while maintaining consistent and reliable agent assistance.

Agent Copilot Capabilities

Agent Copilot provides the following core capabilities to support agents throughout the case resolution process:

• Summarize Current Case 
  Analyzes active case conversations to identify key contact drivers and recommend next best actions. This enables agents to quickly understand the issue and move toward faster resolution. 

• Answer Customer Queries 
  Interprets customer questions in real time and generates responses by retrieving information from connected knowledge sources, such as the organization’s internal knowledge base or documentation. 

• Summarize Historical Customer Interactions 
  Reviews previous interactions and customer profile data to generate a concise summary that helps agents understand the customer’s context before responding. 

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• Supervisor Escalation 
  Monitors sentiment and intent within case conversations to detect potential dissatisfaction and automatically trigger escalation workflows to supervisors. 

• Generate Email Responses 
  Drafts email responses using information retrieved from configured training content and knowledge sources, helping agents respond quickly and consistently.

• Update Case and Profile Level Custom Field 
  Updates case-level and profile-level custom fields directly through Agent Copilot, reducing manual data entry and ensuring records remain accurate and up to date.

By combining these capabilities, Agent Copilot functions as an intelligent assistant within the agent workspace, reducing manual effort and improving response quality through context-aware recommendations and actions. 

Benefits of Agent Copilot 

Agent Copilot delivers measurable benefits across organizational operations, customer experience, and agent performance by automating routine tasks and providing intelligent, context-aware assistance. 

1. Improved Operational Efficiency 

• Reduced Average Handling Time (AHT) 
  By summarizing cases, retrieving relevant knowledge, and automating task execution, Agent Copilot significantly reduces the time agents spend per case. 

• Lower Training and Onboarding Time 
  New agents gain contextual insights instantly through automatic summaries and guided workflows, minimizing ramp-up time. 

• Scalable Support 
  Organizations can support higher case volumes without increasing headcount by automating repetitive interactions and minimizing manual effort. 

2. Enhanced Customer Experience 

• Faster Response Time 
  With real-time suggestions and knowledge retrieval, agents respond more quickly and accurately to customer queries. 

• Consistency and Accuracy of Responses 
  AI-generated answers are based on approved organization content to support enhanced accuracy and consistency across interactions. 

• Proactive Escalation 
  Agent Copilot monitors sentiment and intent signals to detect dissatisfaction and escalate cases before they degrade the customer experience. 

3. Increased Agent Productivity 

• Context-Aware Assistance 
  Agents receive relevant insights from historical and current case data without having to search manually, enabling them to focus on decision-making. 

• Task Automation 
  Copilot automates multi-step tasks using preconfigured skills, reducing cognitive load and minimizing errors. 

• Knowledge Access 
  Agents gain instant access to structured and unstructured knowledge sources, eliminating the need to navigate multiple systems. 

4. Organizational Insights and Governance 

• Centralized Configuration 
  Capabilities, tasks, and skills can be centrally managed and updated through AI+ Studio, supporting enterprise-wide governance and control. 

• Auditability  

Interaction logs allow visibility over usage. 

• Compliance 
  PII masking supports data minimization from a compliance perspective. 

• Flexible AI Integration 
  Support for multiple AI providers and custom models allows organizations to choose and control their integration. 

By integrating Agent Copilot into the service workflow, organizations can streamline operations, improve response quality, and deliver consistent, scalable support at lower operational cost.