Cognigy launches AI Copilot to enhance contact centers
DÜSSELDORF, GERMANY and SAN FRANCISCO, UNITED STATES — Conversational AI leader Cognigy recently launched AI Copilot, combining conversational and generative AI to elevate enterprise contact center capabilities.
AI Copilot facilitates real-time assistance so agents can instantly resolve customer queries.
Cognigy CEO Philipp Heltewig added that the new AI tech is an agent companion to boost performance, productivity, and satisfaction.
This comes at a critical juncture as a recent Deloitte study revealed that 63% of contact center heads face staff shortages.
AI Copilot’s key features include Identity Assist for tailored handovers, Knowledge Assist to surface information, Action Assist for process guidance, Language Assist for multi-lingual support, and Wrap-Up Assist to automate post-call work.
Built for easy integration, it onboards knowledge and works with any system. It also handles tasks like sentiment analysis, data retrieval, and call summarization.
On November 28th, Cognigy is set to host a webinar on AI Copilot’s capabilities and enabling human-AI collaboration.
With over 1,000 customers, including Bosch, Lufthansa, and Toyota, Cognigy leads in conversational AI, now pioneering its combination with generative AI to advance customer service.
