Copilot

Verint Copilot is an AI-powered solution designed to enhance contact The entire communication experience for a customer, from beginning to end. center efficiency by providing real-time knowledge, guidance, and automation for agents. It offers a unified interface for the supported Verint Agent Copilot Bots to expose customer interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. data in real time.

You can use the Verint Copilot desktop to deliver alerts to employees when an event occurs that is specified in one of the configured organization alert rules for Workforce Management.

Depending on which event occurs, the title of the alert displayed in the Copilot desktop client is one of the following:

• Customer Feedback Product in the system that provides a highly reliable, scalable and flexible voice and Web/email system for conducting intelligent and dynamic postcall and post contact surveys. - business objective goal

• Out of Adherence

• Request Status Changes

• Schedule Change

• Scheduled Activity Change Reminder

For example, if a schedule change in WFM triggers one of the organization alert rules, the following alert appears in Copilot.

Requirements

Some of the configuration for Copilot is the same as that for Work Assist. If you already use Work Assist for notifications, some of the following are already configured.

• Verint Copilot desktop application installed.

• Common Cloud Services configured with the relevant Client ID and Secret required to get a token for use with the Cloud Event API.

• External Work Assist Cloud Configuration Server role enabled and configured with the URLs used to connect to the Work Assist API.

• WFM Notifications (Organization) alert rules defined.

• Enable the following licenses on the License page under System Information:

  • 2021R1 – Cloud Configuration

  • 2021R1 – Work Assist

Related topics 

Workforce Management

Creating or editing an organization alert rule

Related information 

Work Assist client (Desktop Applications Deployment Reference and Installation Guide)

Workflow: Configure Common Cloud Services (System Administration Guide)

External Work Assist Cloud Configuration Server Role and Associations (Enterprise Manager Configuration and Administration)