Agent Co-Pilot is your AI assistant inside EFCX Agent Desk. It helps contact center agents respond to customers faster and more accurately, using your own knowledge base and AI models, without replacing agent judgment. Agent Co-Pilot is currently available for contact center agents. Support for additional user roles is planned for future releases
How it works
Agent Co-Pilot runs alongside agents in EFCX Agent Desk throughout every conversation:
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Reads the ongoing conversation in real time, chat text or voice call transcript
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Uses AI to understand the customer's topic, intent, and what's needed to resolve the issue
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Searches your knowledge base, including uploaded PDFs, connected web pages, and indexed content
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Suggests replies, relevant knowledge links, and drafted responses, then generates a summary and sentiment at conversation close
Agents stay in full control, they choose which suggestions to use, edit, or ignore.
Key Features
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Feature |
Purpose |
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Real-time Conversation Assistance |
Suggests replies, articles, and AI-drafted responses during live conversations |
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Detects customer tone at the end of the interaction |
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Creates concise summaries at handover, transfer, or conversation close |
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Improves agent messages before sending |
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Retrieves grounded answers from your knowledge base |
What's coming
The following are planned and not yet available:
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Real-time sentiment - during the conversation, not only after it ends
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Agent notes with AI help - AI-drafted internal notes
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Wrap-up suggestions - AI recommending disposition codes
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Real-time trends and topic clustering - spotting emerging issues
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CSAT prediction from conversation text
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Advanced Next Best Actions - deeper agent guidance flows
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Broader channel coverage - email drafting with feature parity
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Feedback on AI suggestions - thumbs up/down, learning from agent input.