Introduction: The New CX Equation – Why Agent Experience Matters
In recent years, the CX equation has shifted. While organizations have long held customer-experience as the gold standard, aiming for high customer satisfaction, strong Net Promoter Scores, and reduced churn, they increasingly recognize that the agent experience is an equally critical piece of the puzzle. Simply put: you cannot sustainably deliver exceptional customer outcomes if your agents are held back by archaic tools, fragmented workflows, or repetitive manual tasks.
Enter Genesys Agent Copilot. This AI-driven assistant is designed to enhance both sides of the equation, supporting agents in real-time while enabling richer, faster service for customers.
Let’s explore how this solution puts both CX and EX at the center, and what this means for your contact center and business.
The Traditional Disconnect Between CX and EX
Many contact centres still remain laser-focused on customer-centred metrics (CSAT, NPS, average handle time, first-contact resolution, etc.) while paying comparatively little attention to the agent’s day-to-day friction. Yet the agent’s workflow is where the rubber meets the road. Some of the common pain-points include:
- Agents spending significant time on manual data-entry and post-call summaries rather than directly engaging with customers
- Frantically navigating sprawling and outdated knowledge bases in order to answer customer questions and resolve issues
- Handling multiple channels (voice, digital chat, social) plus multiple languages and time-zones, often without cross-channel continuity or efficient tooling
These inefficiencies not only burn out agents, but they also degrade customer experience by increasing wait-times, reducing first-contact resolution, and introducing inconsistency. When agents are bogged down in administrative overhead, the human connection and problem-solving that drive loyalty are compromised.
How Genesys Copilot Transforms the Agent Experience
Real-Time Assistance and Contextual Guidance
The hallmark of Genesys Agent Copilot lies in its ability to deliver real-time, contextual intelligence throughout the customer interaction. Unlike traditional knowledge tools that require agents to manually search for answers, Copilot continuously listens to the conversation whether it’s voice or digital using advanced speech-to-text transcription, natural-language understanding (NLU), and intent detection.
As the dialogue unfolds, Copilot dynamically interprets what the customer is asking and automatically provides the most relevant information. This includes knowledge articles and FAQs drawn directly from connected repositories, recommended responses or next-best actions that align with the customer’s intent, contextual workflow prompts such as eligibility checks, form completions, escalation procedures, and guided scripting cues that help agents maintain compliance and a consistent brand tone throughout the interaction.
Because Copilot operates in real-time, it adjusts suggestions as the conversation evolves. For instance, if a customer calling about a billing issue suddenly mentions a payment dispute, Copilot immediately refines its guidance to display dispute-resolution steps, saving the agent from manually pivoting through systems or searching intranet resources.
The result is a dramatic reduction in what contact-centre analysts call cognitive load, the mental effort required for agents to recall processes, toggle between applications, and manually piece together customer history. Instead of focusing on screens and searches, the agent can devote full attention to empathy, active listening, and problem-solving, which are proven differentiators in delivering superior customer experiences.
This means agents no longer need to memorize multiple policies or navigate a maze of knowledge bases mid-call. The right information simply appears at the right time. This not only speeds up resolution and reduces handle time but also standardizes the quality of information delivered to customers.
Automated Post-Interaction Summaries
After the interaction ends, Copilot automatically generates a comprehensive summary of the conversation. This includes the reason for contact, the resolution provided, suggested wrap-up codes, and any relevant notes. Agents simply review the summary, make adjustments if necessary, and save it, eliminating the need for time-consuming manual documentation.
By automating this after-call work, Copilot reduces average handle time and ensures that records are accurate, consistent, and complete. The time saved can be redirected toward handling the next customer interaction more efficiently or toward proactive outbound activities, such as follow-ups or outreach campaigns. This not only increases overall productivity but also reduces agent stress and cognitive load, allowing them to maintain focus and deliver better service on every call.
Multilingual Support and Accessibility
Agent Copilot supports a broad range of languages (including English, Spanish, French, German, Arabic, Japanese, Korean and others). For organisations operating globally or supporting multilingual customers, this capability means agents don’t need to rely solely on translation tools or language-specific teams. The major benefit of this is more inclusive services and more efficient operations across geographies.
Want to see Copilot in action? Watch the video below.
The Ripple Effect: How Better EX Elevates CX
When agents are better equipped, supported, and engaged, the benefits to customers are both immediate and measurable. Agents who are not weighed down by friction can respond more quickly, resolve more complex issues, and deliver service with greater empathy and attentiveness. This translates into improvements across core customer experience metrics, including shorter wait and hold times, higher first-contact resolution, and stronger overall customer satisfaction.
For example, by reducing the time agents spend navigating knowledge bases, manually entering post-call notes, or searching for relevant information, Copilot allows agents to focus on solving customer problems rather than wrestling with systems. The synergy between human agents and AI is powerful: the agent remains the front-line human connection while AI amplifies their capabilities, ensuring that interactions are faster, more accurate, and more empathetic. In short, when agents thrive, customers feel it and thrive as well.
Supervisor Copilot: Coaching and Insights That Close the Loop
Beyond the agent desktop, Copilot extends to supervisors and managers. A supervisor-focused Copilot provides real-time monitoring of interactions, sentiment detection and highlights of coaching opportunities. Rather than manually reviewing transcripts line-by-line, managers receive AI-generated insights that flag where agents may benefit from refresher training, knowledge gaps or conversational improvements. This creates a continuous improvement loop: better coaching, better agent performance, better customer outcomes. By closing the loop, organizations ensure that enhancements to agent experiences flow into customer experiences, and the cycle continues to strengthen both.
Measuring Success: CX and EX Metrics That Matter
To evaluate the impact of Agent Copilot, organisations should track a mix of operational and experiential metrics. On the operational side: average handle time, after-call work time, first-contact resolution, and wrap-up code accuracy. On the experience side: CSAT scores, agent satisfaction/engagement survey results, attrition and turnover among agents. With the built-in analytics dashboards offered by Genesys, organizations can visually map improvements post-deployment, and tie back to business metrics.
Conclusion: When Agents Thrive, Customers Do Too
In the modern contact center, exceptional customer experiences do not arise from focusing on customers alone. It begins with empowered, engaged, supported agents. By placing agent experiences at the centre of your strategy through solutions like Genesys Agent Copilot, you unlock the dual benefit of higher agent satisfaction and superior customer outcomes. If you’re ready to explore how Copilot can transform the experience equation in your organization, let’s start that conversation today.