NPS uplift
Turn every advisor into your best advisor
Real-time intelligence that knows your products, scripts, and compliance requirements. Built for the advisor who has seconds to decide.
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5–15 points
25–80%
Lower cost-to-serve
60–300%
Higher conversion rates
2x–10x
Workforce productivity gains
ISG Provider Lens™
Leader for Contact Center - Customer Experience Services
NelsonHall NEAT
CX Services Transformation
WHY THIS MATTERS
The realities crippling agent copilot performance today
Disconnected data windows, advisor burnout, and processing silos are stalling agent transaction handling velocity.
Workload Complexity
77%
of customer service representatives report that their daily workload and the overall technical complexity of live user issues have risen dramatically. The advisor your operation depends on is managing more, with less support, than ever before.
Salesforce State of Service Report
Capacity Waste
35%
of contact centre labour spend is actively wasted on manual post-call summarisation, locking up seat capacity that should be handling the next customer interaction instead.
CCW Digital January Market Study: Emerging Contact Center Technology, 2026
Context Failure
6 in 10
Active service agents say a systemic lack of instant customer database context or historical notes directly drives negative customer experiences. The information exists, but the agent cannot reach it in time.
Zendesk Customer Service Statistics, 2026
PROVEN OUTCOMES
Agent copilot performance. Three live operation results.
Hard outcomes from live enterprise agent copilot deployments. None modelled. All source-verified.
20%
AHT reduction
Real-time agent assist and automated call summarization deployed across a live provider support operation.
35%
fewer agents needed
Digital transformation program combining agent copilot, conversational IVR, and intelligent automation.
20%
faster resolution
Omnichannel support and AI-powered agent assist deployed across a pensions and benefits operation.
CAPABILITIES
Four CX capabilities that extend agent copilot gains
Adjacent capabilities that connect agent copilot intelligence into your broader digital customer operation.
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Conversational AI & self-service
Intent-driven automated multi-channel engagement structures engineered to drive touchless resolution and frontline containment.
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QA automation
AI-driven transcript parsing that replaces manual sampling with 100% automated conversation auditing.
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SOLUTION DEEP DIVE
Five agent copilot stages. Zero information gaps mid-call.
From live transcription to automated wrap-time, five intelligence stages that close every advisor information gap in real time.
After-call admin completed before the agent picks up the next call.
Reclaims hidden operational capacity by automating the manual administrative documentation steps that occur immediately after an interaction finishes. The generative AI engine evaluates the entire dialogue history to draft structured summaries, extract clear resolution classifications, and populate primary database fields, shrinking overall processing latency and optimizing seat availability parameters.
- Automated text summarization generating clean post-call interaction logs.
- Instant transaction classification update populating core server systems.
- Rapid after-call work optimization stripping administrative documentation waste.
- Standardised database entry synchronization updating backend customer tracking.
Agent copilot that reads intent and emotion as they shift.
Analyzes conversational text flows instantaneously using advanced natural language understanding rules to track user motivations and changing emotional patterns. This analytical monitoring tier identifies precise transaction intents while mapping customer satisfaction risks, allowing the system to surface hidden friction triggers and process non-compliance events before formal escalation paths materialize.
- Real-time intent recognition pinpointing specific customer service statements.
- Continuous sentiment trend tracking capturing immediate customer frustration.
- Behavioral change analytics flagging complex account escalation markers.
- In-flight compliance parameter matching screening customer dialogue strings.
The right answer surfaced before the customer finishes asking.
Collapses interaction resolution latency by running automated search queries across disjointed enterprise database repositories as conversations occur. By referencing real-time text mining data, the engine locates and isolates precise product warranty, billing compliance, or corporate policy details, passing accurate solution text straight to operator views without forcing manual app-switching.
- Automated data retrieval pulling from complex knowledge bases.
- Immediate context-aware policy matching displaying current process paths.
- CRM information integration providing unified consumer history traces.
- Elimination of manual desktop searching accelerating frontline resolution speed.
Every agent guided through complex calls as they happen.
Guides frontline advisor performance curves through complex customer conversations by serving interactive prompt overlays directly onto active screens. The desktop assist software recommends next-best-actions, context-specific responses, and regulatory compliance disclosures customized to active customer interactions, boosting accuracy while shrinking onboarding times for new workforce cohorts.
- Desktop prompt overlays streaming continuous solution-specific guidance text.
- Dynamic next-best-action recommendation logging assisting frontline operations.
- Automated regulatory checklist execution validating strict mandatory disclosures.
- Behavioral training recommendations delivered directly to active agent screens.
Every agent guided through complex calls as they happen.
Guides frontline advisor performance curves through complex customer conversations by serving interactive prompt overlays directly onto active screens. The desktop assist software recommends next-best-actions, context-specific responses, and regulatory compliance disclosures customized to active customer interactions, boosting accuracy while shrinking onboarding times for new workforce cohorts.
- Desktop prompt overlays streaming continuous solution-specific guidance text.
- Dynamic next-best-action recommendation logging assisting frontline operations.
- Automated regulatory checklist execution validating strict mandatory disclosures.
- Behavioral training recommendations delivered directly to active agent screens.
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
Case Study
How a multi-state US electric utility accelerated $305M through digital outreach
A large, multi-state US electric utility partnered with Firstsource to modernize its collections and customer outreach operations through digital communications. The objective was to supplement existing mailed and field-based processes with timely, electronic outreach that could expand customer response windows, encourage self-serve payments, and reduce reliance on field activity.
contact us
Your advisors are deciding alone on every call. They do not have to.
Tell us your advisor headcount and biggest desktop friction point. We will show you exactly what the copilot layer recovers before you commit to anything.
- Most advisor performance gaps are visible in your AHT and wrap-time data before anyone connects them to a tooling problem.
- Deployed on the advisor desktop from day one; no platform migration, no retraining program required.
- Priced on the AHT reduction and capacity recovery it delivers, not the implementation it takes.