Important Note: This feature is available in Preview for select customers.
- Overview
- How it’s Different
- How Copilot Agentic Helps
- Impact
- Consistency across Channels
- Important Information
Overview
Copilot Agentic transforms Copilot from a static suggestion panel into a fully conversational AI assistant that works alongside your agents in real time. Instead of simply presenting recommendations, Copilot now understands natural language, answers questions, and takes action, thus helping agents resolve customer issues with greater efficiency.
This new experience adapts to your business. Copilot is powered by configurable AI agents that administrators can tailor to specific workflows, policies, and customer segments. Whether agents are handling voice calls or digital conversations, Copilot maintains awareness of context, customer details, and conversation history to deliver relevant guidance exactly when it’s needed.
How it’s Different
Customer service agents often work under pressure, juggling multiple tools while trying to deliver accurate and customer-friendly support. Traditional Copilot experiences rely on static recommendations, which limit flexibility and force agents to go outside their Workspace to find answers to more complex queries.
This leads to unnecessary context switching, longer handle times, and inconsistent answers. Without a conversational interface, agents cannot easily ask follow-up questions, validate drafts, or request tailored assistance in the moment.
How Copilot Agentic Helps
Copilot Agentic enables agents to interact naturally with AI, just as they would with a knowledgeable colleague.
Agents can ask questions such as, “What is the cancellation policy for this premium customer?” and receive answers that reflect the customer’s tier and account details. They can also request help with tasks, like sending the policy to the customer.
Because Copilot understands both the conversation and the customer context, its guidance is timely, accurate, and relevant—without disrupting the agent’s workflow.
Impact
Talkdesk Agentic Copilot transforms the contact center by bridging the gap between complex data and human connection. Copilot provides valuable real-time assistance to agents and helps optimize organizational performance.
Improved Agent Experience
- Reduced Cognitive Load: Copilot synthesizes internal documentation in real-time, allowing agents to keep the conversation flowing, without switching between tabs or searching manually.
- Confidence & Competence: Acts as an intelligent safety net for less experienced agents, providing instant access to expert knowledge and reducing the anxiety of complex queries.
- Empathy-First Interactions: By automating technical searches, agents can shift their focus from finding answers to resolving customer issues.
Operational Efficiency
- Enhanced Metrics: Instant information retrieval slashes Average Handle Time (AHT) and boosts First-Contact Resolution (FCR) by answering follow-up questions dynamically.
- Accelerated Onboarding: Shortens the learning curve for new hires. Agents learn to collaborate with Copilot rather than memorizing complex policy manuals.
Quality and Scalability
- Compliance: Ensures every interaction aligns with the latest company policies, significantly reducing the risk of outdated or inaccurate information.
- Global Brand Consistency: Maintains a unified tone and accuracy across all regions and channels.
- Intelligent Scaling: Enables existing teams to manage higher volumes and increased complexity.
By centralizing assistance within a single interface, Agentic Copilot reduces agent effort and operational costs while delivering a more consistent, scalable, and human-centric customer experience.
Consistency across Channels
Copilot Agentic supports both voice and digital interactions.
- For voice calls, Copilot continuously understands live conversation transcripts and adapts as the call progresses. If a call is transferred, Copilot seamlessly starts a new session with the appropriate context so the next agent can pick up where the conversation left off.
- For digital channels, Copilot can process large and complex text contexts, such as long chat histories or SMS threads. When conversations are reassigned, Copilot retains relevant context to ensure continuity and accuracy.
- Important Exclusion: Email channel is NOT supported in this Preview release.
If an agent’s session is interrupted due to a refresh or browser issue, Copilot restores the prior conversation, ensuring work can continue without starting over.
Important Information
- The Preview program doesn’t include Proactive recommendations. Agents need to trigger Agentic Help me answer or type a request.
- Existing functionalities like “Help me answer” and automatic recommendations will continue to be available.
- Please note that Email Support is not included in this Preview release.