Copilot

Hi, I’m Conviner, your call center assistant. Have you bookmarked me yet? I can come in handy.

Copilot improves first-call resolution rates by surfacing relevant knowledge base articles and customer history instantly.

What Is Copilot?

Copilot is an AI-powered assistant designed to support contact center agents by providing real-time guidance, automated call summaries, contextual suggestions, and instant access to relevant information.

It integrates into customer support workflows to streamline tasks, reduce manual effort, and boost productivity. In contact centers, Copilot acts as a smart layer between agents and customers, helping deliver faster, more accurate, and more personalized interactions without disrupting existing systems.

Can Copilot Replace QA and Supervisors in Contact Centers?

Copilot can automate many responsibilities traditionally handled by QA analysts and supervisors, such as monitoring conversations, providing live coaching, scoring calls, and generating performance insights.

While it may not fully replace human oversight, Copilot significantly reduces the manual workload, offering scalable and consistent quality assurance across all interactions. In high-volume contact centers, it enables real-time performance improvement without waiting for post-call reviews, making it a powerful alternative to traditional QA and supervisory models.

There you go! Let’s meet again soon.

See Copilot in action for real-time agent assistance!