About Virtual Supervisor
Virtual Supervisor is an AI-powered suite of tools that streamlines supervisor workflows and accelerates interaction analysis. It brings together automated scoring, actionable insights, conversation summaries, and on-demand translation to help supervisors respond quickly and make informed decisions.
By automating interaction evaluations and identifying areas for improvement, Virtual Supervisor reduces the need for manual reviews and enables supervisors to focus on more effective coaching and performance management. Real-time summaries and key details—such as contact reasons, resolutions, and follow-up actions—provide fast, clear visibility into customer interactions across languages and channels.
Together, these capabilities deliver a smarter, more efficient way to support agents and drive performance improvements across the contact center.
About Genesys Cloud AI
Learn about Genesys Cloud AI offerings.
AI Scoring
AI Scoring enables administrators to efficiently assess the performance of their customer service agents.
AI Translate
AI Translate enables administrators to convert the text of an interaction’s transcript into your preferred dialect.
AI Summary and Insights
AI Summary and Insights gives supervisors a comprehensive overview of each interaction. It captures the full conversation and highlights key insights, including:
- Reason for Contact – What prompted the customer to reach out to the contact center?
- Resolution – Was the customer’s issue successfully resolved?
- Action Items – Are there follow-up tasks or next steps required?
- Reason for Sentiment – What drove the customer’s positive or negative experience?
FAQs
Find answers to some of the most frequently asked Virtual Supervisor and Copilot questions.
- What does Virtual Supervisor include?
- How are Supervisor Copilot and Virtual Supervisor billed?
- Is there a charge to view summaries already created by Agent Copilot?
- Do permissions affect Supervisor Copilot and Virtual Supervisor billing?
- How is AI Summary and Insights enabled?
- Is the STA (Speech and Text Analytics) Add-On required for Supervisor Copilot?
- Is STA (Speech and Text Analytics) required for AI Scoring?
- If an interaction is already summarized by Agent Copilot, will I be charged again for Supervisor Copilot AI Summary & Insights?
- Do the existing evaluation limits apply to AI Scoring driven evaluations?
- Can I see summaries and insights generated by Agent Copilot in the interaction details view?
- Do summaries generated by Agent Copilot persist longer than 10 days?
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