Copilot magnifies the agent capabilities and empowers them with actionable responses and content. Supervisors are armed with smarter guided interactions and AI-driven coaching to improve the overall agent and consumer experiences.
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AI companion for contact center employees – Enlighten Copilot: FAQs
Employee excellence
With this by-their-side conversational AI experience, agents have AI-driven knowledge and assistance at their fingertips for faster handle time and faster resolutions. Copilot automatically generates suggested responses for the agent using conversational context and knowledge base information. With Copilot, supervisors have a greater span of control through continuous, real-time visibility into agent behaviors, suggested solutions for problem areas, and smarter guided interactions.
The art of empowering agents and supervisors.
Learn how Enlighten Copilot empowers agents and supervisors to drive skilled labor, productivity, satisfaction, and engagement more than ever before.
Enlighten Copilot is a collaborative AI solution built for your employees that amplifies skilled labor at a reduced cost, promoting efficient work with fewer repetitive tasks and faster access to knowledge, improving workforce experience and therefore your organization's quality of customer support.
Enlighten Copilot for Supervisors maximizes business impact and contact center efficiency by prioritizing real-time, proactive insights, delivered with context to enhance supervisors' productivity with less effort. This AI solution redefines the supervisor role, expanding agency and enhancing the methods and speed at which supervisors can guide and support agents.
Enlighten Copilot for Agents is NICE's AI-driven solution that empowers agents with suggested responses and content, timely training and support from supervisors, as well as automating after-call summaries to reduce tedious and time-consuming processes. Improved reply times and accuracy rates boost agent success and drive customer satisfaction.
