Cirrus Becomes the Latest CX Vendor to Launch a Copilot

The AI assistant can improve customer experience and efficiency for UK contact centres

Contact CentreLatest News

Published: September 22, 2023

James Stephen

Cirrus has joined a growing list of contact centre solutions providers to incorporate Microsoft’s Copilot into its offering.

The ‘Cirrus Copilot’ provides contact centres in the UK with a ChatGPT AI assistant to increase efficiency and enhance customer experience.

As well as introducing Copilot, Cirrus has also upgraded its contact centre platform to integrate a range of technologies, including CRM, workforce optimisation, outbound dialler, drag-and-drop IVR, workflow builder, and agent scripting.

Jason Roos, CEO of Cirrus, commented on the launch: “We have been thinking very hard about where generative AI would have the most profound impact on contact centre operations.

“And so, in addition to the platform upgrade, we have developed Cirrus Copilot, our ChatGPT AI assistant.

“Cirrus Copilot lends its support to human agents, automating tasks, offering guidance, and delivering insights that lead to stellar customer interactions.

“Cirrus Copilot optimisation frees agents to focus on more rewarding engagements.”

Describing itself as a “leading contact centre solutions provider”, Cirrus believes the latest iteration of its contact centre will be both “revolutionary” and “transform” customer service.

By bringing together generative AI capabilities in the form of Copilot with its latest technologies, it can offer contact centres all of the critical tools they need in a single platform.

The Cirrus platform will now allow businesses of all sizes to add value to every interaction by providing more personalised experiences.

With real-time agent assistance, users can generate a transcript in real-time for all calls. Subsequently, agents can use these transcripts to improve future interactions with customers.

Cirrus says it remains committed to continued collaboration with its partners, and third-party API integrations will still be available, following the release of its new platform.

The company also reaffirmed its commitment to “strive for excellence in customer service, setting new standards for the industry.”

In July this year, CX Today’s Charlie Mitchell spoke to Robert Ansell, Solutions Sales Director at Cirrus Response about its most popular solutions, the company’s product roadmap, and the way in which its future plans will benefit customers.

Copilot in CX

Earlier this month, Salesforce debuted Einstein 1 Copilot, which can be utilised across all of its apps as part of the generation of the Salesforce Platform.

NICE also introduced ‘Enlighten Copilot’ in June this year to provide agents with personalised coaching and the ability to offload tasks.

In April 2023, Microsoft showcased the ways Copilot can augment contact centre experiences.

At the time there was only one use case for it, which was auto-generating agent responses. It allows agents to transfer a customer’s question into Copilot in a single click so that Copilot can analyse its internal datasets and provide a natural language answer for agents to review, modify, and send.

This significantly reduces the workload for contact centre agents and represents a major technological leap forwards for the industry.

That isn’t all Copilot has to offer, however, as less than two months later, Microsoft released new contact centre use cases for Copilot, including AI conversation summaries and AI case summaries.

Recently, thousands of Microsoft customer service agents have been testing Copilot in Dynamics 365 Customer Service in their workflow, which will be made generally available in October.



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