Agent Copilot for administrators (public beta)
Public Beta
Agent Copilot is currently available as a Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a SLA.
Not a HIPAA Eligible Service or PCI Compliant
Agent Copilot is not a HIPAA Eligible Service or PCI compliant and should not be used in Flex workflows that are subject to HIPAA or PCI. However, we offer mitigation tools such as PII redaction. To learn more, see AI data use.
Agent Copilot uses generative AI to assist agents during and after customer interactions in your contact center. With Agent Copilot in Flex, you can:
- Provide agents with customer insights, like past purchases and activities, to improve interactions.
- Use customer data to create personalized experiences.
- Automate conversation transfer and wrap-up notes to save agents time.
- Standardize agent response quality with AI-powered knowledge lookup.
Agent Copilot automatically summarizes customer information and conversational outcomes. These features include:
- Customer highlights: Provides a one-paragraph summary of customer profiles, including past purchases and preferences, using data from Unified Profiles.
- Wrap-up notes: Automatically generates notes after a task ends, and summarizes the conversation, customer sentiment, disposition codes, and topic.
- Transfer summary: Creates a summary of conversations for handoffs between agents. Requires messaging transfers to be enabled.
During live customer interactions, agents can use the following features to respond faster. These features use your uploaded knowledge sources for information.
- Ask Copilot: Enables agents to ask questions and receive AI-powered answers.
- Suggested responses: Automatically creates response suggestions for agents during live interactions.
As an admin, you can:
- Select which queues to use with Agent Copilot.
- Allow agents to see and edit wrap-up notes in Flex UI.
- Hide the sentiment field from agents in Flex UI.
- Allow agents to send a transfer summary when transferring a message.
- Voice
- Conversations, with the following exceptions:
- Facebook Messenger isn't supported for customer highlights.
- Email isn't supported for wrap-up notes or real-time assist features.
You can configure which queues use Agent Copilot from Access control settings in Console.
- English
- English
- English
- Spanish
- Portuguese
For more details, see Enable additional languages.
By default, transcriptions and conversations sent to Agent Copilot are not PII-redacted. To request redaction, see How to turn on PII redaction. Knowledge sources shared with Agent Copilot are kept private and are not used to train AI.
If PII redaction is turned on for your account, Agent Copilot removes personally identifiable information from Voice and Conversations transcripts to help protect sensitive data. This removal prevents PII from being disclosed to the AI and LLM models that Agent Copilot uses. Agent Copilot uses artificial intelligence and machine learning technologies to redact PII.
While our PII redaction system is designed to identify and redact sensitive information with a high degree of accuracy, we can't guarantee a perfect accuracy score. For example, if a customer mentions their credit card number and adds long pauses as they talk, their card number may not be redacted. For more information about how Agent Copilot uses AI, see AI Nutrition Facts for Agent Copilot.
To turn on PII redaction for your account as an Agent Copilot beta feature, contact Twilio Support.
Agent Copilot defines the following as data:
- Transcripts for Voice and Conversations. These are deleted after 7 days.
- Output that Agent Copilot generates, such as summaries. These are deleted after 30 days.
If you prefer Ask Copilot not to use customer conversation data, keep interaction context disabled. This is recommended for conversations involving sensitive information, like financial data. By default, this setting is off, and Ask Copilot relies only on uploaded knowledge sources.
Agent Copilot uses consumption-based pricing. You're charged based on all communication channels you use with Agent Copilot. For example, if using Agent Copilot with Voice, you'll be charged for transcription. If you use non-English languages, you'll see an additional charge for media streams.
To learn more about pricing, see Twilio Flex Pricing.