Talk to your data. Get visual results.

Under the covers, CX Copilot uses an array of Agents built by Operata. Each Agents are trained for specific functions including:
Data Query
Knowledge
Summarization
Charting and Visualisation
Next steps
Routing

These Agents utilize Open AI's GPT family of large language models (LLMs) including o4-mini (reasoning) and gpt-4.1 and flavours of gpt-5.

CX Copilot is available to all Operata users across Core, Enterprise and Enterprise+ Editions.

It appears at the top of the main panel across throughout the Operata user experience. It also powers AI Summaries within the Customer Journey Trace screens.

Here are some roles an typical use cases (and prompts) that CX copilot could help with:

Technical Operations / NOC

• “Show me which services had the most packet loss in the last 2 hours.”
• “Find all logs mentioning ‘jitter’ or ‘dropped audio’ in the last hour from agent-gateway.”
• “Which traces in the Sydney region had error spans in the last 12 hours?”
• “Drill into the worst trace from sales queue with errors today.”
• “Find anomalies in disconnects by region in the last 7 days.”

Contact Center Operations

• “Compare abandon rate by queue this week vs last week.”
• “Find traces where customers got stuck in the IVR after the VerifyCustomer step.”
• “Which queues had the highest AHT during business hours yesterday?”
• “Show me logs where the transfer latency exceeded 5 seconds.”
• “Which IVR flows are triggering the most disconnects recently?”

Workforce Management / Forecasting

• “Show me call arrival rate by queue every 15 minutes for the last 7 days.”
• “Which queues had a spike in abandon rate after 6pm?”
• “Compare AHT by queue between two custom date ranges.”
• “Find unusual patterns in call volume by hour over the past week.”
• “Which regions are showing rising handle times during lunch hours?”

CX / Product / IVR Teams

• “Which IVR steps have the highest p95 latency in the last 24 hours?”
• “Find traces where the agent answered after a 60s delay.”
• “Show me a timeline of what happened in call CALL-8839.”
• “Compare IVR completion rate for flow X before and after we launched v12.4.”
• “Find logs that mention ‘lex timeout’ from IVR microservice.”

CXOs / Executives

• “Show me MOS, AHT, and abandon rate by platform for the past month.”
• “What changed in customer experience metrics last week compared to the week before?”
• “Summarise the biggest anomalies in the last 7 days across regions.”
• “Which queues are showing improving MOS scores over the last month?”
• “Highlight regions where abandon rate is consistently high.”