Overview of agent-facing copilots

An agent-facing Copilot helps your support agents. It provides them with generative AI-based support content, which can help enhance their productivity, accuracy, and customer satisfaction while reducing costs and enabling scalability.

Copilot supports agents with real-time guidance, leading to better performance and faster resolutions. By integrating seamlessly into existing workflows and providing valuable business insights, Copilot can help your business stay competitive and continually improve your services.

We recommend that you start with creating a Microsoft Copilot because it's tailored for service scenarios and has built-in features like context awareness in chats, email assistance, case summarization, and so forth. You can embed Copilot into Salesforce or ServiceNow.

Alternatively, you can also create a custom copilot, where you can start from scratch and build it to meet your customer service agents’ unique needs. Your custom copilot focuses more on multiturn chat.