About Virtual Supervisor and Copilot
Virtual Supervisor and Supervisor Copilot are AI-powered tools designed to support and enhance supervisor workflows. These features combine powerful capabilities (AI scoring, summary, insights, and translate), to deliver a smarter, more efficient way to monitor performance, gain clarity from conversations, and act quickly on key information.
Genesys Virtual Supervisor enhances Quality Management by leveraging AI to automate interaction evaluations. It automatically scores interactions and delivers actionable insights, highlighting areas for improvement and explaining the rationale behind each assessment. By reducing the need for manual reviews, Virtual Supervisor empowers supervisors to more effectively support agents and focus on coaching and performance development.
Supervisor Copilot is an AI-powered toolkit designed to enhance supervisor productivity and decision-making in the contact center. It complements existing workflows by simplifying complex tasks and accelerating interaction analysis. Key features include On-Demand Translation, enabling real-time understanding of multilingual conversations, and AI Insights, which offer comprehensive interaction summaries along with key details such as contact reasons, resolutions, and follow-up actions—helping supervisors quickly grasp the context and take informed action.
Genesys Cloud AIについて
Learn about Genesys Cloud AI offerings.
AIスコアリング
AI Scoring enables administrators to efficiently assess the performance of their customer service agents.
AI翻訳
AI Translate enables administrators to convert the text of an interaction’s transcript into your preferred dialect.
AIの概要と洞察
An interaction AI summary provides supervisors with an overview of a customer-agent interaction transcript.
