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Turn every agent into your best agent.
Co-Pilot gives your team a seamless way to improve productivity, quality, and customer experience, from the first second of the call to the last. It integrates directly into the Puzzel Contact Centre platform, so agents can see who’s calling and why before they answer, access customer history instantly, and get real-time guidance on the best way to help. When the call ends, summaries are generated automatically through the Live Summary add-on, so nothing gets lost between interactions.
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Real-time support
Support agents while the conversation is happening.
Co-Pilot listens as the call unfolds, offering on-screen recommendations tailored to the customer’s intent and your internal knowledge base. It helps agents solve problems faster and more accurately, without putting the caller on hold or scrambling for answers.
Key features:
- Initial suggestions based on caller’s stated reason for calling
- Recommendations aligned with your knowledge base and policies
- Continuous intent refinement as the conversation evolves
Ask AI feature
Get instant answers – no searching required.
With ‘Ask Co-Pilot,’ agents can type a question during the call and receive an instant, AI-powered response. Answers are pulled directly from your approved content, giving agents trustworthy guidance in the moment – so customers get the right response, right away.
Key features:
- Real-time Q&A functionality within the agent desktop
- Answers sourced from company-approved content
- Removes the need to search or toggle between systems
- Keeps conversations flowing with fewer delays or escalations
Get more value with the full Puzzel CX ecosystem.
With Co-Pilot as an add-on to Puzzel’s Contact Centre solution, your agents get real-time support during every call. Pair it with Live Summary to complete the picture — providing instant recaps, quicker wrap-up, and conversations that never lose context.
Natural Language Processing (NLP)
Uncover insights effortlessly.
Puzzel Conversational Analytics uses NLP to unlock the full value of every conversation. Through machine learning techniques like classification and sentiment analysis, NLP interprets data from the ASR engine, delivering actionable insights that enhance call handling and service quality.
Automated Speech Recognition (ASR)
Turn speech into text.
Puzzel’s proprietary ASR technology turns spoken language into accurate, readable text. This essential technology powers a suite of tools that extract insights from every conversation, driving smarter decision-making and more efficient call handling.
Generative AI
AI-powered insights.
Generative AI quickly summarises customer conversations, highlighting key trends, issues, and opportunities. By automatically identifying areas for improvement, it empowers agents to optimise interactions, boost performance, and drive both customer satisfaction and operational efficiency.
Get more value with Puzzel’s complete Ecosystem.
Puzzel Conversational Intelligence is part of the Puzzel CX ecosystem—an all-in-one solution designed to optimise every aspect of your contact centre. From AI-powered analytics to seamless omnichannel support, Puzzel empowers your team to elevate customer experiences and drive operational efficiency.
See Puzzel's Co-Pilot in action.
Yes, I’d like to elevate my conversations with Co-Pilot.
