About Copilot Supervisor

Enlighten Copilot for Supervisors: Empowering Supervisory Excellence with AI

Enlighten Copilot for Supervisors is a cutting-edge AI-driven tool designed to provide supervisors with real-time insights and data-driven guidance, enabling them to make informed decisions and enhance the customer experience during both voice and digital interactions. By leveraging AI to manage complex, high-stakes situations, this tool helps supervisors streamline operations, ensure effective monitoring, and lead teams with strategic foresight.

Key Features of Enlighten Copilot for Supervisors:

1. Urgent Assist Alerts Supervisors receive immediate notifications when a situation requires their intervention. This feature is specifically designed for both voice and digital interactions and ensures that urgent matters are addressed promptly.

2. Negative Sentiment Insights When a call or interaction registers negative sentiment, supervisors are alerted with insights into the cause. These insights include a summary of the ongoing conversation and the underlying factors contributing to the sentiment, enabling supervisors to act swiftly to resolve issues and improve the customer experience.

3. Conversational Inquiries Supervisors can use the conversational panel to ask questions about data sets, accessing valuable insights with ease. Enlighten Copilot even suggests queries to help users get started. This feature empowers supervisors to explore various metrics and make data-driven decisions on the fly.

Detailed Features:

• Alert Insights Enlighten Copilot generates instant alerts to help supervisors respond to emerging issues quickly. Key alert types include:

  • Negative Sentiment Alerts: Supervisors are notified when negative sentiment is detected, along with a summary and reason behind the sentiment. This helps prioritize issues and improves response efficiency.
  • Agent State Alerts: Alerts related to agents in specific states (e.g., unavailable, on break) help supervisors identify issues that may be affecting performance and allow for timely intervention.
  • Urgent Assist Alerts: Supervisors can set custom thresholds to be alerted when urgent escalations require immediate attention. These alerts include a summary of the interaction and the customer’s journey, providing critical context for effective assistance.

• Conversational Panel for Inquiries The conversational panel allows supervisors to interact with their data through natural language prompts. Suggested questions help guide the process, enabling quick access to critical metrics. Examples include:

  • “How many outbound voice calls were handled last week?”
  • “What is the average handle time for each skill this week?”
  • “Show me the top 10 outcomes based on volume for the past week.”

  This feature provides supervisors with a seamless experience for querying data, facilitating faster decision-making and proactive management.

• Insights Workspace The Insights Workspace introduces new metrics for supervisors to evaluate their performance, focusing on:

  • Monitoring Frequency: Metrics that track how often supervisors engage in monitoring activities across voice, digital, and screen channels. These insights help supervisors assess their monitoring effectiveness, identify trends, and align with peers.
  • Intervention Impact: Measures the success of supervisor interventions in improving sentiment and resolving issues. This feature helps supervisors refine their coaching strategies and enhance their overall impact on team performance.

How Enlighten Copilot for Supervisors Enhances Real-Time Operations:

• Mastering Real-Time Complexities: Supervisors are empowered with AI-driven insights that highlight emerging issues, enabling them to provide targeted assistance and ensure seamless customer experiences across both voice and digital interactions.

• Strategic Impact: As supervisors gain access to more advanced data and insights, they shift from reactive problem-solvers to strategic leaders. By understanding patterns, trends, and the impact of their interventions, they can make informed decisions that benefit the business in the long term.

Additional Benefits:

• AI Integration for Skillability: Through the innovative concept of "Skillability," Enlighten Copilot facilitates a dynamic transfer of skills between human agents and AI. This integration helps virtual agents understand customer intent and preferences, resulting in faster and more accurate issue resolution.

• Auto Summaries and Reverse-Prompting: At the end of a call or digital interaction, Enlighten Copilot generates a summary of the conversation and automatically prompts the AI for improvements. This continuous feedback loop ensures that virtual agents enhance their performance over time, reducing the need for human intervention in the future.

The Benefit of Time-Saving for Supervisors

One of the most significant benefits for supervisors is the time saved by not having to read entire customer conversations. With Enlighten Copilot, supervisors can quickly access AI-generated summaries, which provide them with the key details such as customer sentiment, intent, and actions taken by the agent. This feature allows supervisors to prioritize and address urgent issues without being overwhelmed by lengthy conversations, enabling them to focus on high-level decision-making and team performance.

Conclusion:

Enlighten Copilot for Supervisors enhances the supervisory role by providing real-time, actionable insights into agent performance, customer sentiment, and operational trends. With features like urgent assist alerts, negative sentiment insights, and conversational inquiries, supervisors can swiftly address issues, monitor performance, and improve team effectiveness. As AI continues to evolve, the role of supervisors shifts towards more strategic responsibilities, empowering them to lead with data-driven insights that drive both operational excellence and customer satisfaction.