Surface AI guidance in a dedicated Agent Desktop panel
AI Assistant guidance is shown in a dedicated side panel so agents can view recommendations during live customer interactions without covering other desktop widgets.
Why the human is still essential here
Agents still decide how to apply the guidance, manage the conversation, and resolve the customer’s issue; AI only supports visibility and speed.
How people use this
Live knowledge suggestions
During a live chat or call, AI surfaces the most relevant help articles and troubleshooting steps in a side panel so the agent does not have to search manually.
Genesys Cloud Agent Copilot / Salesforce Einstein Article RecommendationsNext-best-action prompts
AI monitors the conversation and shows policy-safe next steps such as verification, refund rules, or escalation guidance beside the case while the agent keeps the main workspace open.
NICE CXone Mpower Copilot / Genesys Cloud Agent CopilotIn-panel wrap-up summaries
As the interaction ends, AI drafts the case summary and disposition notes in the assistant panel for quick agent review before submission.
Zendesk AI / Salesforce Service Cloud EinsteinNeed Help Implementing AI in Your Organization?
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