Cognigy’s New AI Copilot Combines Conversational with Generative AI

Cognigy has debuted a new AI Copilot to help agents drive customer service excellence. Poised to "revolutionize" the customer service landscape, the new solution leverages conversational and generative AI and reimagines agent-assist possibilities in enterprise contact centers.

The copilot provides real-time support to agents in the form of contextual handovers tailored to each agent's needs. It can also surface vital information and knowledge sources whenever agents need it - most often during customer conversations. Cognigy recently launched a knowledge solution that leverages large language models and advanced vector search.

“AI Copilot evolves agent assist from mere response suggestions to an all-rounded solution for elevating service agents’ performance, productivity, and overall job satisfaction. This isn’t just another enablement tool, it is a colleague and daily companion for agents, supercharging them with critical knowledge, skills and resources they need to excel,” says Philipp Heltewig, CEO and Co-Founder of Cognigy.

The copilot is also multilingual - it allows agents to support customers in their native language. When the conversation ends, the copilot automates post-call work with just one click.

What makes this solution stand out is its ease of deployment. Namely, AI Copilot can work seamlessly with any contact center and business system. Being fully customizable, enterprises can tweak the solution to fit their needs and requirements and accomplish tasks like sentiment analysis, data retrieval, and call summarization.

Cognigy has recently been doubling down on generative AI. In its latest ebook, the company recommends ways to deliver exceptional service by streamlining and democratizing the use of AI, while exploring how generative AI will influence different positions in customer service teams.