Cognigy Sessions: Agent Copilot

Cognigy Support
January 8, 2025

Cognigy's Agent Copilot is an AI-powered agent assist solution for enterprise contact centers. It is embeddable into any agent workspace or available as a standalone interface, offering a variety of advanced features that empower agents to provide fast and effective customer support.

These include contextual handover, real-time knowledge lookup, sentiment analysis, next best action suggestions, live transcription, and automated wrap-ups, among others.

The Agent Copilot interface adopts a fully customizable, dynamic grid layout with plug-and-play widgets that adapt to enterprise processes and requirements. In this video, we'll show you how to set up Agent Copilot and seamlessly integrate it into your contact center solution.

Contents Overview

00:00 Introduction
01:44 Basic configuration
Grid configuration, Agent Copilot Nodes, Plug-and-Play Widgets
8:45 Deployment options
Digital messaging and contact center voice
15:25 Integration into contact centers
Standalone vs fully embedded into the agent workspace
21:48 AI Copilot architecture
25:00 Outro

Cognigy Sessions: AI Copilot

Welcome to Cognigy Sessions, our Techinar series from Conversational AI experts for experts. In every episode, we will do a deep dive into another Cognigy AI topic. We will go much deeper than any marketing collateral to help you get the most out of your favorite conversational AI platform.

Hi. I'm Dilek and in this session, we will cover AI Copilot, our next-gen Agent Assist for enterprise contact centers. We will show you the main components of AI Copilot, an in-depth how to as well as the next steps to start your own AI Copilot experience. This recording is also available in our Help Center. Please follow the link below for additional resources.

AI Copilot Overview

Let's start with a more detailed overview of what we're going to cover in this video. We are starting with the different components you will need for your AI Copilot experience - the grid layout, Copilot Nodes, as well as the Plug-and-Play Widgets.

Grid Configuration

The AI Copilot Workspace is based on a simple grid layout. This grid is fully customizable and gives the possibility to configure the number of columns, rows, placement of the widgets, as well as the gaps between them. There are 2 methods for configuring the grid layout.

Before diving into those details, let me provide a brief introduction to the underlying logic to facilitate a quick understanding. Let's create a quick example. We will create 3 columns and 8 rows as the base of our grid. The part from the left to right is our x axis. The part from top to bottom is our y axis. Within this grid, we can now place our widgets. Within the product, we refer to them as Tiles. Our 1st Tile will start in the upper left corner, will have the width of 1 column and the height of 4 rows. We will call it Identity Assist to display our customer's profile. It will start at x one and y one.

We’ll have 1 column and 4 rows. Now, let's continue to create more Tiles until we have the wished base of our Workspace. To configure your 1st grid layout, you can directly go to our open API documentation.

API Documentation

In the API documentation, you can see the AI Copilot section. In here, you have multiple options like getting all of your created grid layouts, you can create new layouts, modify or delete them. Below that we can add all the necessary information regarding the Tiles. We give each Tile a Tile ID. Remember these ones, they will be needed in a later step. We define where the Tile starts, as well as the width and height with the columns and rows.

Configuring AI Copilot Flow

The conversation with the customer will usually start with the main Flow, which is a virtual agent interacting with the customer. After the handover, we will then continue with our AI Copilot Flow which is being triggered through the customer input. For this, we need to create an AI Copilot Flow. As we are using a Flow, we also have access to every Cognigy feature which you would use with your virtual agent.

Key Nodes for AI Copilot Experience

The important aspect to notice here is that we have specific Nodes for our AI Copilot experience that update the AI Copilot Workspace. Usual say or question Nodes will not update the AI Copilot Workspace. If you search for Copilot, you will find a long list of Nodes. Let's start with the basic 3 Nodes. We have an HTML Node, Adaptive Card Node, as well as an iFrame Node. These can be fully modified according to your use case.

AI Copilot Tiles

Let's quickly go through them. The Identity Tile will display the contact information of your customer. Within the Tile, you can configure the layout of the widget, image shape and the source where you want to get the information from.

If you are using our built-in Contact Profiles, you can use the tokens to get all necessary information or you can get the data from your CRM and place it within the Node. The customer data part consists of key-value pairs, making it configurable to your needs.

Let's continue with our next action Tile. This Tile is designed to give your agents suggested replies. You can either manually add the best answer for specific intents, create a fitting response through LLMs or display the results of knowledge AI. The transcript Tile displays the last user input, which is especially recommended for voice use cases.

The sentiment Tile displays the sentiment according to the last input. Please make sure to go to the project settings and configure your LLM resource you would like to use for sentiment analysis.

Use Cases: Digital and Voice

Let's have a deeper look into the different use cases. Let's start with the digital use case with Cognigy being in front, meaning that the conversation will start through a channel supported by Cognigy as our own web chat or WhatsApp Endpoint.

We do have further settings you can configure. In standalone use cases, where you would like to chat with the Workspace, you can enable a native transcript Tile. Once you are done with your configuration and the Endpoint, and have configured your Copilot Flow, you are ready to go.

Integration with Contact Centers

The next part of our video is the actual integration to contact centers. We have two different options on how we can integrate with contact centers. The first one is a standalone option, where we send the AI Copilot link to the agent in a private note.

The more interesting part is the embedding into the contact center. As a deep dive, I will show you in detail how we are doing the embedding into Genesys Cloud CX.

Embedding AI Copilot

To embed the AI Copilot Workspace next to your agent's current Workspace within Genesys, you need to add a script. The parameter needed for the webpage source is the UUI data. The first thing we will do is to get our UUI value from the separators.

Video Summary

Thank you for watching our session on AI Copilot. Please don't forget to go to the Cognigy help center for additional resources and information.