Copilot integrated with the Agent, capable of listening, understanding and interacting in real time with voice and text operations, supporting the human attendant or automating parts of the service.
Scope
Direct integration with the Agent (same brain / context).
Voice support: listening to the call via real-time transcription.
Text support: reading chat (WhatsApp, webchat, others).
Suggested answers in real time for the operator.
Guided actions: suggest next steps, questions, offers, records.
Ability to take over parts of the call (where permitted).
Record context and history for use in future interactions.
Objective
To have a single voice and text copilot that increases productivity, reduces service time and maintains the quality of interactions, always integrated with the main Agent.
