What Is an Agent Copilot?
An agent copilot is an AI-powered assistant that works alongside human agents during live customer interactions. It listens to the conversation in real time and surfaces relevant knowledge base articles, suggested responses, and next-best-action recommendations directly on the agent's screen. The agent stays in control of the conversation while the copilot handles the research and retrieval work in the background. Five9 AI Agent Assist delivers this capability as part of the Genius AI suite, providing real-time transcription, guidance cards, checklists, and AI-generated call summaries.
How Does an Agent Copilot Improve Performance?
A well-designed agent copilot helps your team in several ways:
Surfaces relevant answers from the knowledge base the moment a question comes up so the agent does not have to put the customer on hold to search for information.
Provides next-best-action guidance that recommends how to handle objections, upsell opportunities, or compliance-sensitive steps during the conversation.
Delivers real-time transcription so agents can reference what was said without relying on memory or manual notes.
Automates after-call work by generating AI-powered call summaries in seconds, reducing the time agents spend on post-interaction logging. Five9 Agent Assist saw 6x year-over-year growth in bookings as of Q4 2023.
Reduces onboarding time for new agents by providing guided workflows and checklists that walk them through processes step by step during live calls.
