Customer highlights (Public Beta)
Public Beta
Agent Copilot is currently available as a Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a SLA.
Not a HIPAA Eligible Service or PCI Compliant
Agent Copilot is not a HIPAA Eligible Service or PCI compliant and should not be used in Flex workflows that are subject to HIPAA or PCI.
Enable the customer highlights component to display an AI-generated summary of a customer's profile to your agents in Flex UI. Customer highlights are shown to agents before and during a task. They typically include things like past interactions with your contact center and customer data that you configure in Unified Profiles. With relevant information on hand, agents can start the conversation more quickly, empathize with customers, and have a more informed interaction.
By default, this component is disabled. If you want your agents to see this information, you must first configure Unified Profiles and Agent Copilot. Once configured, this information appears to agents in Flex UI.
To learn more about the feature and how to enable it, see Configure customer highlights.