AI Agent Assist & Copilot

Omniflow’s AI Copilot works alongside your human support agents inside the Unified Inbox. As customers speak or message, Copilot listens in real time, surfaces relevant knowledge base articles, drafts suggested responses, and generates call summaries.

┌────────────────────────────────────────────────────────────────────────┐
│                        Human Agent Inbox Workspace                     │
├───────────────────────────────────┬────────────────────────────────────┤
│     Live Customer Chat (Left)     │      AI Copilot Panel (Right)      │
│                                   │                                    │
│ Customer: "I need to exchange     │ 💡 Suggested Response:             │
│ my winter jacket for a size M.    │ "I'd be happy to help exchange your│
│ Can you check if it's in stock?"  │ jacket for a Medium. We currently  │
│                                   │ have 4 in stock in Navy."          │
│                                   │ [Insert & Edit]  [Send Instantly]  │
│                                   │                                    │
│                                   │ 📄 Source Article:                 │
│                                   │ • 30-Day Apparel Exchange Policy   │
│                                   │                                    │
│                                   │ 📊 Live Sentiment: Positive (0.82) │
└───────────────────────────────────┴────────────────────────────────────┘

Key Copilot Features

1. Smart Reply Recommendations

Copilot analyzes the customer’s latest question and drafts a context-aware response based on your connected Knowledge Base and CRM details:

• 1-Click Insertion: Click Insert to populate your reply box, personalize the message, and hit send.
• Tone Alignment: Recommendations automatically match your workspace’s brand guidelines (e.g., friendly, professional, concise).

2. Real-Time Conversation Summaries

When a complex conversation is transferred between team members or escalated to a supervisor:

• Copilot generates a bulleted handover summary covering the customer’s core problem, steps already attempted, and pending action items.
• Agents save 2 to 4 minutes per transfer by eliminating repetitive customer questions.

3. Customer Sentiment & Intent Alerts

Copilot continuously measures customer sentiment:

• Frustration Detection: Alerts agents if sentiment dips into negative territory and recommends de-escalation phrases.
• Churn Risk Flagging: Highlights high-value customers expressing cancellation intent so agents can offer retention incentives.

4. Real-Time Language Translation

If an international customer writes in a language your agent does not speak:

• Copilot automatically translates incoming messages into the agent’s preferred language.
• The agent types their reply in English, and Copilot translates it into the customer’s native language before sending.

Enabling Copilot for Your Team

1. Navigate to Settings → AI Infrastructure → Agent Assist.
2. Toggle Enable Inbox Copilot.
3. Select which features to activate (Suggested Replies, Live Summaries, Sentiment Detection).
4. Choose the knowledge collections Copilot should reference when drafting answers.

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