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Agent Copilot helps human agents support customers more effectively by streamlining workflows and simplifying daily tasks. The following use cases show how these features can be used in practice.

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Access Relevant Customer Data with Contextual Handover

When a live chat with a human agent begins, Agent Copilot retrieves relevant CRM data, previous queries, and interaction summaries. All context is displayed directly in the Agent Copilot workspace. Human agents get a complete view of the customer’s situation without switching tabs or navigating multiple systems, which leads to faster and more efficient issue resolution.

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Detect Customer Emotions with Sentiment Analysis

Analyze the emotional tone of customer interactions with the Sentiment widget in real time. This widget helps human agents identify frustration or positive sentiment. Human agents can respond appropriately to de-escalate situations and capture positive customer experiences.

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Automate Post-Call Summaries and Updates

After a call, Agent Copilot automatically transcribes the conversation, generates summaries, collects feedback, and updates records. This automation reduces manual tasks, enabling faster follow-ups and ensuring accurate, actionable customer records.

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Integrate Knowledge Retrieval

Use a Copilot: Knowledge Tile Node to integrate RAG capabilities into your contact center platform. This allows Agent Copilot to bring up information from your knowledge base to human agents to answer user questions.

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Provide Real-Time Translation for Human Agents

In combination with Cognigy’s Real-Time Translation feature, you can provide human agents with translation of the user input in real time. Additionally, the human agent can reply in their own language, and the reply is automatically translated back to the user’s language.

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Last modified on September 3, 2026