The most visible aspect of CoPilot for most Users will be the Desktop widget. This will contain the status of any registered intents, as well as allowing agents to directly pose questions to the AI model based on the transcribed content and related information, and additional functionality is available for Users with the Designer licence part to review the transcription itself and key details for diagnostic purposes.

 

 

 

The CoPilot widget will always be visible when on the Desktop or when running a record or preview if your Intelligent Agent System has the CoPilot licence part present within its licence, even if it is not assigned to the current User. However, if the CoPilot licence part hasn't been added as a Per System type, then any Users who don't have the CoPilot licence part assigned to them will still see the widget icon but when expanding the widget panel will see a message indicating that they are missing the feature.

 

The CoPilot widget requires the local audio service to be operational and correctly configured on the agent's machine, the Integration - Audio Capture - Awaken licence part to be assigned to the agent or available as a Per System part, and the appropriate audio devices to have been selected. Without this, no text transcript will be generated for the CoPilot widget to ingest and process.

 

The CoPilot widget has between two and four tabs visible to the User, depending on whether they have been assigned the Designer licence part or not. Each of these tabs offers distinct functionality to the User, and may also act as a representation of functionality that is built into the Workflow too.

 

The most utilised aspect of the CoPilot widget is the Intents tab, which displays any intents that have been registered by the agent reaching a Page that contains a CoPilot - Intent Actions Field, as well as whether the intent has been completed or not.

 

For the intent to be completed, the prompt specified in the CoPilot - Intent Actions Field for that intent needs to have had a positive response. When this intent is completed, it will be ticked off in the Intents tab if the CoPilot widget is expanded, or else cause a slide-out to be displayed if the CoPilot widget is collapsed.

 

Please note: if the agent navigates away from the Page where an intent is added, then it will still be visually checked within the CoPilot widget when it gets completed, but no associated actions will be triggered.

 

 

Agents can also make direct use of the AI model by typing prompts into the AI tab of the CoPilot widget. This will use the transcribed content of the entire conversation, as well as any provided data sources and general knowledge, to provide a response to the agent's prompt.

 

This can be used for brief summation such as "What was the caller's address?" to recall one or more details from earlier in the conversation as required, or a more complicated analysis of the entire conversation such as "Provide a brief, bullet-pointed summary of the conversation that I can include in an email", or even a broader question like "What are general tips to try and resolve the caller's stated problems?".

 

Please note: this functionality will not be available until the agent first reaches a Page that contains a CoPilot - Intent Actions Field which has specified an Integration - AI - GPT Connector, as this specifies the AI model and configuration that will be used to power this behaviour.

 

Please note: because this tab will use the entire transcribed content of the conversation, this can rapidly consume a large number of tokens for calls that have gone on for a while. Agent usage should be monitored to understand how it affects your token budget, and whether specific guidance or training is needed for the agents to use it effectively without causing negative impact.

 

 

If the User has the Designer licence part assigned to them, then the CoPilot widget will also display the raw transcription of the conversation in the Conversation tab.

 

This allows the designers to understand how the streamed audio is captured and transcribed, giving the ability to detect and troubleshoot any issues with audio and transcription quality, or with intent completion.

 

 

If the User has the Designer licence part assigned to them, then the CoPilot widget will also display identified key details of the conversation in the Entities tab.

 

This will parse and tag elements of the conversation that appear to be key details, such as phone numbers, addresses, names, and dates. There isn't currently any in-Workflow functionality associated with this capability, but it is intended to have a greater role in a future release and has been included in this manner to allow preview and familiarisation with the capability for designers.

 

 

The CoPilot widget is initially displayed as a collapsed icon at the bottom-right of the User's window, but can be expanded into a panel by clicking the icon. Once expanded, the panel can be expanded/shrunk or collapsed back to the original icon by clicking the appropriate buttons on its header bar.

 

Even when collapsed and displaying as just the icon, when an intent is completed then a "slide out" will briefly appear from the icon to let the agent know.

 

When reaching a Page which adds an intent via a CoPilot - Intent Actions Field, the CoPilot widget will automatically be expanded if it isn't already.

 

If the Intelligent Agent window is shrunk below a width of 500 pixels, then the CoPilot widget automatically transforms to take over display of the Intelligent Agent window; this is intended so that the CoPilot widget can be used in panelised solutions, such as when Intelligent Agent is deployed within the Genesys Cloud interaction panel. This means that the CoPilot widget can take up minimal screen space to help guide the agent on required and completed intents, as well as allowing the agent to make use of the AI Assistant functionality, without needing the larger amount of screen space associated with an Intelligent Agent Workflow.

 

There will additionally be a "Complete" button at the bottom of the panel that the agent can use to immediately close out the current Workflow with an outcome of "Complete".

 

It should be noted, when within this mode the Workflow will still be present in the background, even if it can't be seen. This means that you can still use CoPilot - Intent Actions Fields to trigger actions and Workflow navigation out of the agent's view, including processes like changing which follow-on intents will be added to the CoPilot widget, or triggering external actions like data transformations or reporting or messaging outputs.