AI Agent Assistant: supporting contact centers with AI personalization

Content delivery across channels ensures CoreMedia KIO Co-Pilot runs on any cloud platform. Adhering to the highest security standards and data privacy regulations. For maximum control, it can also be deployed in private cloud setups and on-premises.

CoreMedia KIO Co-Pilot and other AI Agent Assistant solutions work seamlessly with any large language model (LLM). Including OpenAI, Azure OpenAI, Anthropic Claude, or custom models, giving businesses the freedom to maintain full control over the LLM of their choice inside our content management software.

AI personalization customizes workflows without coding or needing development resources by configuring AI playbooks. Allowing users to direct CoreMedia KIO Co-Pilot on how complex tasks are performed using natural language. For instance, users can ask to modify content variants based on various segments, while also preserving the original version.

AI content personalization eliminates manual call documentation with Call Transcription & AI Contact Classification. CoreMedia KIO Co-Pilot automatically transcribes speech-to-text, simplifying data analysis and enabling agents to retrieve information quickly, enhancing efficiency during and after calls. Combined with real-time sentiment analysis, CoreMedia KIO Co-Pilot also empowers agents to gauge the customer moods and adapt their responses for more empathetic, meaningful interactions, driving higher customer satisfaction and loyalty.

Content personalization provides instant access to vital customer insights and personalized response suggestions. CoreMedia KIO Co-Pilot empowers agents to focus on complex issues that require human creativity and problem-solving, optimizing both productivity and customer satisfaction.

AI driven personalization enhances searching for insights within a contact center environment. Whether agents or managers need to analyze specific call recordings, transcripts or customer feedback, CoreMedia KIO Co-Pilot delivers instant, relevant results. A simple query like “What are the common issues faced by customers in the last month?" or “Show me all calls where customers mentioned network outage” brings up the right answers without delay.