AGENT ASSIST

Real-time help for every live agent, on every call and chat.

NiCE Cognigy Agent Copilot surfaces customer context, knowledge and next actions mid-conversation, then automates the wrap-up, so agents resolve faster.

KNOWLEDGE

The right information at the right time

Not every request can be automated, and the ones that can't still land on agents juggling systems, languages and rising volumes. Bosch Power Tools is equipping its agents with NiCE Cognigy Agent Copilot, which translates incoming messages, drafts replies from the service knowledge base and translates them back.

BOSCH Power Tools: How Agent Copilot is Transforming Contact Centers with an AI-Augmented Workforce

Start with the full context

As the conversation starts, Agent Copilot pulls CRM data, query summaries and interaction history.

Find answers mid-conversation

Articles and answers appear as the conversation goes, with no jumping between knowledge silos.

Read sentiment in real time

Sentiment analysis tells agents when to de-escalate and when to ask for a review.

Translate both ways

Agents help customers in their own language, with real-time two-way translation.

Explore Knowledge AI

AUTOMATION

Automate wrap-up in one click

From live transcription and call summaries to feedback collection and record updates, Agent Copilot automates post-call work, so agents handle more conversations in less time.

Act in seconds

Action cues sit in the interaction window, so agents act without switching tabs.

Spot the right offer

Agent Copilot listens for cues and combines them with CRM data to suggest offers that fit.

Summarize every interaction

Transcripts and summaries are ready the moment the conversation ends.

Update records automatically

Feedback and record updates happen without manual data entry.

Shorten training time

Lift agent experience

Reduce AHT, raise CSAT

INTEGRATIONS

Bring your own contact center

Agent Copilot is contact center agnostic. Connect your critical systems from any vendor, on-premises or in the cloud. No rip-and-replace.

Customizable to your needs

Add AI assistance to the agent desktop you already have, or start with Cognigy Live Agent out of the box.

Works with your systems

Agent Copilot integrates with your CRM, knowledge base, case management and other enterprise systems.

Voice and chat ready

On phone or messaging, Agent Copilot works wherever customers engage, including rich media.

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AI agents and people, working together

Faster service, happier agents

Better experiences for agents and customers alike.