We explored a Voice UI concept for CXone Agent that supports agents on both phone calls and chat. The goal was simple: make it easier for agents to do their job without constantly switching tools or thinking about how to get help.

Agents juggle multiple screens and sources while handling live customer interactions. Searching for information or relying on external knowledge bases disrupts focus and adds stress, slowing response times. With the voice-enabled AI copilot, agents can both speak to request help and rely on the system listening in the background, surfacing timely, efficient guidance exactly when it’s needed.

The UX focused on being proactive without being intrusive. The system anticipates agent needs, surfacing help before they have to ask, while adapting to each channel: AI copilot stays brief and hands-free on calls, and suggestions are scannable and easy to act on, with the ability to drill down into further information if needed. Recommendations appear and are always optional to view details, so agents stay in control, they can edit, accept, or dismiss at any time.