Definition
An AI assistant that suggests responses, relevant knowledge-base articles, or next-best-actions to a human agent in real time during a live interaction, without replacing the agent.
Cite this definition
"Agent Copilot", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/AgentCopilot
Business Importance
Copilot tools shorten AHT and improve first-contact accuracy by surfacing the right answer instantly, which matters most for newer agents still building product knowledge.
Industry Examples
An agent handling a billing question sees a suggested response and the relevant policy article pulled up automatically as the customer describes their issue.
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