Co-pilot

What does Copilot mean in AI?

A Co-pilot in the context of AI, a digital assistant is a digital assistant that actively supports the user while a work is in progress — for example, during a call, in a chat, or when handling cases. It is always present in the background and reacts to what is happening, rather than waiting for a direct question.

AI Copilots are increasingly being used in cloud-based communications platforms (UCaaS and CCAAs) where real-time support can make a big difference to both efficiency and customer experience.

Examples of what an AI Copilot can do

A Copilot can:

• Show suggestions for answers while the agent is chatting with a customer
• Summarize phone calls in real time
• Suggest the next step or action after an interaction
• Automatically tag cases
• Retrieve information from a knowledge database in the background
• Follow case flows and pay attention to discrepancies

The goal is not to replace the user — but to make it easier to make the right decision, faster.

AI Copilot in contact center

In contact centers, COPILOT technology is particularly useful for:

• Faster onboarding of new agents
• Quality Assurance in real time
• More efficient case management
• Reduced cognitive load — the agent gets help in the moment, without having to search for answers

A Copilot is more than a passive assistant — it follows, understands and acts at the right moment.

How Copilot connects with lyne's AI services

At lynes, we actively work with AI agent technology that makes it possible to connect voice, chat, mail and knowledge in an intelligent way. Our AI agents are already capable of:

• Listen to and understand phone calls
• Analyze the content of
• Summarize, label and suggest next steps
• Act as Copilots for both salespeople, agents and support teams

So you can combine our AI agents with human interaction — and get the best of both worlds.

FAQs about AI Copilots

Is Copilot the same as an AI agent?

They are related. An AI agent often handles entire cases himself. A Copilot assists a human in real time while the agent is active.

Do I need a contact center to use Copilot?

The No. Copilots also work in sales teams, customer receptions or internal support — where real-time support makes a difference.

Do I need to enter my own data?

A Copilot can often be linked to your CRM, your knowledge base, or call logs to learn relevant content.

Is Copilot active all the time?

Yes, but it only reacts to what is happening in the moment -- and presents support where it is relevant, not all the time.

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🧠 Want to see how lynes AI agents work in practice — as your own Copilot in telephony, chat or support?

Read more about our AI Solutions or contact us and we will be happy to tell you more.

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