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 conversations.
With Agent Copilot in Flex, you can:
- Help agents better understand their customers.
- Use structured customer data to benefit your contact center.
- Simplify and expedite the agent wrap-up process.
Agent Copilot provides two auto-generation services:
- Customer highlights: Using data from Unified Profiles, this service provides agents with contextual information as they interact with customers. In Flex UI, agents see a one-paragraph customer profile summary that includes details like past purchases and relevant customer details.
- Wrap-up notes: This service speeds up the wrap-up process. As soon as a task ends, auto-generated notes are created, with a conversation summary, detected customer sentiment, and an assigned disposition code.
As an admin, you can:
- Select which queues use Agent Copilot.
- Allow agents to see and edit wrap-up notes in Flex UI.
- Hide the sentiment field from agents in Flex UI.
- Voice
- These Flex Conversations channels:
- SMS
- Webchat
- Voice
- These Flex Conversations channels:
- SMS
- Webchat
- Facebook Messenger
- English (US)
- English (US)
- Spanish (Mexico)
- Portuguese (Brazil)
Note Wrap-up notes for non-English languages only applies to sentiment and summary fields.
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 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.
The following fields are redacted:
- Name
- Social security number
- Address
- City
- Country
- Zip code
- State
- Date of birth
- Date
- Organization
- Phone number
- Credit card number, expiration date and CVV
- CVV
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
- Output that Agent Copilot generates, such as summaries
Agent Copilot deletes your transcripts after 7 days. It deletes summaries after 30 days.
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.