Agent - Copilot Real Time 

It is a cockpit integrated into AgentBox that provides intelligent, real-time assistance to agents during active calls with Wolkvox Real-Time Speech Analytics (VOC RT). By automatically loading with the call ID and a selected knowledge domain, the interface displays a three-column panel showing the live transcription of the conversation, dynamic cards with suggestions and contextual guides, and continuous analysis of sentiment and risk level with their respective alerts and recommendations. Additionally, the system automates operational tasks by suggesting comment documentation, optimizing the agent's workflow without requiring manual requests.

Benefits

• Automatic Contextual Assistance: Displays real-time recommendations and operational guides based on the conversation and the domain's knowledge base without the agent having to search for them manually.
• Proactive Sentiment Management: Alerts the agent to changes in tone and risk level during the call, providing immediate recommendations on what to do to mitigate conflicts.
• Continuous Customer Visibility: Maintains a fluid live transcription (including the current phrase being spoken) to avoid loss of context during the interaction.

Official Documentation

[Click here] to read the official documentation for this feature.