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What’s the best AI copilot for contact center agents?
August 18, 2026 • 8 minutes
The best contact center copilot is one that improves measurable outcomes, like first contact resolution and CSAT, while fitting within the existing agent workflow with little to no disruption.
Key takeaways: The live agent workspace is an often-overlooked tech stack, but as AI agents take on routine conversations, live agents are handling more complex, higher-value conversations that require better AI assistance natively built into the agent workspace. Brands that support live agents with more advanced copilot capabilities are seeing higher CSAT and better first-contact resolutions rates.
What makes an AI copilot for live agents a smart investment?
The human agent remains the moment that defines the customer relationship. When a conversation gets complex, emotional, or high value, a person is the one who resolves it, and the quality of that resolution shapes loyalty, retention, and brand perception.
That’s why the agent workspace matters so much. It’s where the agent reads context, drafts replies, checks knowledge, and moves a conversation toward resolution. When the workspace is cluttered or slow, agents spend their energy on manual work instead of on the customer. When the workspace is intelligent and streamlined, agents resolve issues faster and communicate with more clarity and empathy.
A live agent AI copilot is designed to make that workspace work harder for the agent. It handles the repetitive parts of the job, such as writing summaries and polishing wording so the agent can focus on judgment, tone, and problem-solving.
Here at LivePerson, we know the value of supporting live agents with AI assistance built into the agent workspace. Our LivePerson AI Copilot gives agents AI summarization and smart rewrite directly inside the Conversational Cloud Agent Workspace. Live agents are able to resolve conversations faster across non-native languages and with expanded skills.
Takeaway: The right agent copilot strengthens the human agent and delivers measurable outcomes for brands.
LivePerson Copilot at a glance
LivePerson Copilot is a suite of generative AI agent assist tools built to support live agents inside the Conversational Cloud Agent Workspace. Instead of adding another screen or another login, it brings AI assistance to the point where agents already work.
The suite focuses on outcomes:
- AI-empowered conversation summaries give agents an instant recap of what has already happened, so they can pick up a conversation or a transfer without scrolling through the full transcript.
- Smart response rewriting refines an agent’s draft for clarity, professionalism, and tone with a single action, while preserving the agent’s own intent.
- Real-time agent guidance provides LLM-crafted response suggestions across voice and messaging, helping agents move quickly toward resolution.
- Knowledge retrieval and faster context switching reduce the time agents spend hunting for information or re-reading history before they can respond.
- Workflow acceleration helps agents resolve issues faster.
The distinction that matters for buyers is intent. LivePerson Copilot is built to help agents resolve conversations, not to automate the agent out of the picture. That design choice is what makes it a practical part of a modern, efficient agent workspace.
Takeaway: LivePerson Copilot earns its place as a top AI assistant within the agent workspace by removing manual work from the agent workflow.
How to evaluate AI copilots for the contact center
Evaluate an agent copilot on the business outcomes it moves. The five criteria below give buyers a clear, standardized way to compare options.
| Evaluation criterion | What to look for | Why it matters |
|---|---|---|
| Average handle time (AHT) | Does the copilot cut drafting and context-gathering time? | Lower AHT means more capacity without added headcount. |
| First contact resolution (FCR) | Does stronger context reduce back-and-forth? | Higher FCR means fewer repeat contacts and lower cost to serve. |
| Customer satisfaction (CSAT) | Do clearer, more empathetic responses lift sentiment? | CSAT is a direct read on customer loyalty and retention. |
| Agent experience | Does it reduce repetitive work? | A better agent experience supports retention and quality. |
| Ease of adoption | Does it fit the existing workflow with minimal training and IT lift? | Fast adoption is what turns a feature into realized value. |
LivePerson Copilot is built around these outcomes. It reduces handle time by streamlining drafting and eliminating manual context gathering. It supports higher first contact resolution by giving agents stronger context and precision. It improves CSAT through clearer and more empathetic responses. And it fits inside the existing agent workspace, so teams see gains quickly.
Takeaway: Evaluate an agent copilot on the outcomes it moves, and LivePerson Copilot is built to move the ones that matter.
Why the LivePerson Agent Workspace stands out
LivePerson Copilot is purpose-built for enterprise customer service, and two capabilities show why the agent workspace stands out: AI Summarization and Smart Rewrite.
AI Summarization captures context instantly
AI Summarization gives agents an AI-generated overview of an ongoing or past conversation, which removes the need to read a full transcript before responding.
AI Summarization gives agents an AI-generated overview of an ongoing or past conversation, which removes the need to read a full transcript before responding. In the LivePerson Agent Workspace, summaries generate automatically once a conversation reaches five or more messages, so no manual trigger is needed. That makes handoffs and transfers smoother, because the receiving agent starts with context instead of guesswork. Agents should still verify critical details, since a summary is a fast read rather than a substitute for the record.
Smart Rewrite improves clarity while preserving voice
Smart Rewrite refines an agent’s staged response for grammar, clarity, professionalism, and brand-appropriate tone before it is sent.
It polishes the agent’s words rather than inventing new ones, so the message still sounds like the agent. This is especially valuable for teams communicating in a second language or working across outsourced partners, where consistency and tone can be difficult to maintain at scale.
Built into the workspace agents already use
Both capabilities run inside the existing Conversational Cloud Agent Workspace. There are no additional tools to buy, no complex implementation, and no extensive retraining. Agents keep their workflow, and the AI meets them inside it.
Together, AI Summarization and Smart Rewrite improve productivity, consistency, and customer experience at the same time. They shorten the time it takes to understand a conversation and the time it takes to respond well, which shows up in higher CSAT, faster resolution, and reduced handle time.
For enterprise contact centers, the value of a copilot comes down to outcomes. If it can reduce handle time, improve consistency, and fit naturally into the agent workflow, it becomes a real driver of customer experience and operational efficiency.
Jim Hayes – Director of Solutions Consulting at LivePerson
Takeaway: LivePerson pairs strong AI with a low-friction rollout, which is what turns capability into realized value.
Copilot customer success stories
The clearest proof of an agent copilot’s value is what happens after real teams adopt it. LivePerson customers have measured meaningful gains in production as brands rolled out Smart Rewrite, with efficiency improvements that grew alongside adoption.
- A retail brand reduced conversation duration by 41% after adopting Smart Rewrite.
- A travel brand reduced conversation duration by 31% as adoption increased, while CSAT remained stable.
- Across these deployments, per-conversation efficiency gains ranged from roughly 3 to 11 minutes.
The pattern is consistent: as more agents used Smart Rewrite, conversation duration fell, and customer satisfaction held steady rather than dropping. Faster does not have to mean worse. In these cases, agents resolved conversations more quickly without sacrificing the experience customers received.
Explore more LivePerson stories.
Takeaway: Higher adoption of Smart Rewrite tracked with shorter conversations and stable CSAT, which is the outcome buyers are looking for.
Live agent copilot is generative AI built into the agent workspace that assists human agents in real time. It summarizes conversations, refines responses, and surfaces context so agents can resolve customer issues faster. A copilot supports the agent rather than replacing them.
The LivePerson agent copilot suite is a set of generative AI agent assist tools built into the LivePerson Agent Workspace. It includes conversation summaries, smart response rewriting, real-time response suggestions, and real-time translation, all designed to help live agents resolve customer conversations faster.
Copilot assists a human agent, while an AI agent handles conversations on its own. Copilot works in the background of the agent workspace, summarizing context and refining responses so a person can resolve the issue. An AI agent is an autonomous system that manages the conversation directly. Many contact centers use both, with copilots supporting agents on complex work and AI agents handling higher-volume, routine requests.
The best copilot for enterprise contact centers improves measurable outcomes, such as handle time, first contact resolution, and CSAT, while fitting into the existing agent workflow. LivePerson Copilot is built for this use case, delivering AI Summarization and Smart Rewrite inside the Agent Workspace with minimal training and IT lift.
Yes. Contact center copilots improve productivity by reducing repetitive work such as writing summaries and reworking drafts. They can improve customer satisfaction by helping agents respond with more clarity and empathy. Retail and travel brands using LivePerson Smart Rewrite reduced conversation duration by 41% and 31% respectively while CSAT remained stable.
Yes. Smart Rewrite refines wording for grammar, clarity, and tone, which is especially useful for agents communicating in a language that is not their first and for outsourced support teams. It helps these agents maintain professional, brand-consistent communication while preserving their own intent.
