Cirrus Copilot

Hold up… you mean AI could make my job easier?

Cirrus Copilot: the AI sidekick that lightens the load across your contact centre.

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Cirrus Copilot is the AI that sits behind the scenes, supporting you across every channel, every role and every moment. Your agents get live support and less admin, managers get real insight and your customers get instant, accurate help. Great, right?.

All-in-one AI

Cirrus Copilot works across your entire platform, pulling all your data into one easy-to-access place. It plugs in instantly, even adapting to your teams and processes.

Cirrus Copilot delivers:

  • Happier customers through faster, intuitive service
  • More productive agents with less repetition and more focus
  • Improved insight
  • Lower costs through automation

AI made simple:

Conversational AI

Run thousands of automated conversations across any channel, without a second thought.

Virtual agents

24/7 assistance for the easy stuff, so your team can focus on the customers.

Agent assist

Real-time support for agents through scripts, suggestions, next-best action and more so agents don’t have to search, and customers don’t have to wait.

Conversational IVR

Natural speech recognition routes callers intuitively, avoiding neverending menus and customers getting lost in maze-like systems.

Unified data

Cirrus Copilot compiles all your data into one easy-to-access place, so agents always have the info they need (and customers only have to say it once).

Chatbots

Yes, bots that chat. These come pre-integrated for top providers and are simple to turn on and scale.

Quality analytics

Get a real picture of how you’re servicing your customers, with every call, chat and message automatically scored for quality. No more analytics samples that mean nothing!

BI reporting

Pull reports across multiple channels, so you get the full picture of what’s going on in your contact centre.

Customer Happiness Index

Real-time emotion insight helps agents identify customer mood, so they can get things back on track before anyone blows their lid.

Automated resource allocation

When things start stacking up, Cirrus Copilot suggests where agents should be moved, to keep things running smoothly. And breathe.

For agents

Cirrus Copilot gets the most out of your teams with:

  • Live summaries that provide fast, editable wrap-ups.
  • Template responses that ensure replies are quick and always on-brand.
  • Instant transcripts provide context at a glance.
  • Real-time guidance including live scripts, tips and prompts.
  • Helpful pointers like articles, nudges and alerts.
  • Quick onboarding means new agents hit the ground running.
  • Performance monitoring lets you track what matters, in real time.
AI for agents

For customers

Cirrus Copilot builds stronger customer connections through faster resolutions:

  • Quick answers mean common questions are solved instantly.
  • Natural conversations ensure handovers from AI to agent don’t break the conversation.
  • Predictive analytics highlight potential issues so they can be solved before they happen.
  • Always available – Copilot never clocks out or takes a break!
AI for customers

For managers

Cirrus Copilot gives leaders the data to monitor, manage and get the most out of their agents.

  • Real-time monitoring allows you to track agent actions as they happen.
  • Quality checks rates calls by benchmarks and data, not a gut feel.
  • Data-driven coaching provides personalised training prompts.
  • Scheduling help predicts staffing needs by identifying patterns.
AI for managers

Ready to make AI part of your contact centre team?

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Latest blogs:

Cirrus and Nebula launch joint technical alliance for CCaaS & UCaaS 

Cirrus and Nebula launch joint technical alliance for CCaaS & UCaaS 

How to Devise an AI Adoption Strategy for Your Contact Centre

How to Devise an AI Adoption Strategy for Your Contact Centre

Here’s What’s Next for Citizen Engagement

Here’s What’s Next for Citizen Engagement

FAQ’s

1. What is Cirrus Copilot?

Cirrus Copilot is an AI-powered assistant designed to improve contact centre efficiency and customer satisfaction. It helps agents manage routine tasks, provides real-time guidance, and automates workflows, ensuring that customers receive fast, accurate responses.

2. How does Cirrus Copilot support agents?

Cirrus Copilot works alongside agents by offering real-time suggestions, handling routine tasks like ticket creation, and generating call summaries. It also delivers instant transcripts and useful pointers, making interactions smoother and more efficient.

3. Can Cirrus Copilot handle customer queries on its own?

Yes! Cirrus Copilot uses Conversational AI to handle simple customer queries, offering 24/7 support. When needed, it hands over more complex issues to human agents, ensuring customers always get the right assistance.

4. How does Cirrus Copilot improve customer experience?

Cirrus Copilot delivers quick, accurate answers through natural, conversational responses. It predicts customer needs, offers smart suggestions, and ensures smooth transitions between AI and human agents when required.

5. What features does Cirrus Copilot offer for managers?

Cirrus Copilot provides managers with AI-driven insights into customer interactions. It offers real-time monitoring, identifies trends in conversations, rates call quality, and suggests personalised coaching for agents based on performance gaps.

6. How does Cirrus Copilot make contact centres more efficient?

Cirrus Copilot handles routine tasks, such as follow-ups and notifications, allowing agents to focus on more complex queries. It also helps reduce call handling times with real-time suggestions, instant guidance, and automated transcripts that give agents full context during conversations.

7. Does Cirrus Copilot work with existing systems?

Yes! Cirrus Copilot integrates easily with your current systems, including CRM platforms, to provide a unified view of customer data and interaction history. This helps agents deliver more personalised and efficient service.

8. How secure is Cirrus Copilot?

Security is a top priority for Cirrus Copilot. It follows strict data privacy standards and ensures that all interactions are securely managed, fully compliant with industry regulations, and protected against any unauthorised access.

9. Can Cirrus Copilot provide real-time insights during calls?

Absolutely. Cirrus Copilot delivers live transcripts, sentiment analysis, and performance metrics during calls. This helps agents and managers track the progress of interactions and make informed decisions in real time.

10. How does Cirrus Copilot benefit my contact centre's ROI?

By automating routine tasks, reducing call handling times, and providing real-time insights, Cirrus Copilot helps cut operational costs, improve agent productivity, and create better customer experiences, contributing to stronger ROI for your contact centre.