AGENT COPILOT

Agent Copilot is an AI-powered assistant that supports customer service agents in order to optimize their workflows. It automates manual tasks by providing real-time assistance, such as retrieving information and automating routine actions. Operating within existing systems, it enables agents to focus more on resolving customer issues efficiently.

Traditional AI and chatbots rely on scripted responses and predefined tasks, operating independently to automate specific functions or interact with customers. In contrast, Agent Copilot augments human agents by delivering timely, context-rich information and workflow automation directly within their existing tools. This real-time support helps agents work faster and smarter, boosting efficiency without replacing the human touch.

Agent Copilot functions as a tightly integrated layer within the contact center tech stack, sitting inside the agent console and bridging core systems like CRM, ticketing platforms, and knowledge bases. It integrates seamlessly to surface real-time insights, automate routine actions, execute agentic workflows, and unify context across platforms — all within the agent’s existing interface. By handling repetitive tasks like CRM updates, after-call summaries, tagging, and email drafting, it frees agents to focus on high-value interactions. This boosts agent productivity and accelerates time to resolution without disrupting existing workflows and systems.

Agent Copilot assists frontline agents by delivering real-time, context-aware support throughout customer interactions. It suggests relevant responses, surface insights from past conversations, proactively nudges and provides guided workflows for complex issues.

Beyond conversational support, it automates routine tasks such as tagging, CRM updates, and case summarization — speeding up call wrap-up. This reduces agent effort, accelerates resolutions, and helps maintain consistent, high-quality customer experiences across all channels.

You can tailor your copilot to match your company’s brand tone, compliance standards, and support protocols by customizing the prompt engineering layer and safety layer. Admins can control the data sources and language models powering responses, ensuring alignment with internal policies and terminology. Custom prompts or templates incorporate brand-specific details like loyalty, sentiment, or customer lifetime value. This flexibility guarantees consistent, on-brand interactions across channels and locations, regardless of agent experience.

Yes. Sprinklr’s Agent Copilot is built for enterprise-grade security and compliance — with features like data masking, access controls, and content guardrails to protect sensitive customer information. Admins can define exactly which sources the Copilot can access, ensuring alignment with compliance frameworks such as GDPR, HIPAA, and other industry-specific standards.

Brands can also configure their preferred AI provider and deployment model. This flexibility enables secure, large-scale adoption while meeting the regulatory needs of global enterprises.

Sprinklr’s Agent Copilot goes beyond automating tasks — it gives enterprises full control to configure, scale, and measure AI performance with precision. Teams can choose their AI models, manage data sources, and launch guided workflows without relying on developers. A library of pre-built task templates helps teams go live faster, while built-in dashboards track key KPIs like average handle time and first-contact resolution. With secure deployment options and automated workflows tailored to brand standards, Sprinklr helps high-volume teams deliver consistent, compliant support across every channel.

Sprinklr’s Agent Copilot is built for fast onboarding and immediate value. Teams can launch quickly using pre-built workflows and configure tasks without developer support. From day one, agents can benefit from real-time guidance, automated summaries, and task automation, which help improve productivity and reduce ramp-up time.

Yes. Sprinklr’s Copilot can be customized to meet the unique needs of regulated industries and complex workflows. Admins control prompts, summaries, and data access to align with internal processes and compliance standards across different sectors.