At Schaman, we apply Agentic AI to transform Call Center operations, with an approach built on years of experience and deep expertise in the telco sector. This specialization has enabled us to develop the Schaman Copilot, a solution that empowers advisors in real time, guiding them through diagnosis, resolution, and management during each interaction.
The result: a more efficient and controlled operation, with agile processes, improved handling times, and a significantly reduced agent training curve. So, how does it make this possible? Let’s see it step by step.
The Schaman Copilot is a solution powered by Schaman’s Agentic AI, which assists and optimizes Call Center advisors’ work in real time. Its goal is to empower human agents, simplify processes, and provide faster, more consistent, and more effective support—without replacing human involvement.
The Copilot mode in Schaman is presented as a specialized functionality that combines automation and intelligent assistance within the Workforce Console or Human Agent Console.
Its operation is divided into two complementary phases:
1. Automated Self-Diagnosis Phase: The system executes self-troubleshooting flows through an optimized ContactFlow, capable of analyzing and resolving common issues (for example, connectivity problems or configuration errors).
2. Interactive AI Assistance Phase: Once the initial diagnosis is completed, the advisor can interact with Schaman’s AI in natural language. If the advisor enters a query such as: “The customer says their internet isn’t working”, the Copilot automatically performs the following:
- Analyzes the context.
- Suggests the most suitable AI resolution agents.
- Offers alternative options when the request is ambiguous.
- Retrieves relevant content from the knowledge base or CRM.
In this hybrid model, for example, the customer asks why their bill has increased this month. Schaman’s AI gathers the customer’s information in real time and delivers a service that combines automation and human support, ensuring the advisor always remains in control. At the same time, the AI accelerates analysis, decision-making, and response times.
After understanding how the Copilot works and its role as an intelligent assistant within the Schaman console, it’s essential to dive deeper into its capabilities, which make it a standout tool for customer service teams.
The Schaman Copilot not only assists the agent during the conversation but also natively integrates automation, guidance, and contextual knowledge, creating a faster and more efficient operating environment. These are the key features of the Schaman Copilot that make possible the balance between artificial intelligence, automation, and human control:
1. Configurable Auto-Troubleshooting: automatic diagnosis and resolution based on the type of incident.
2. Real-Time Intelligent Guidance: the AI guides the advisor step by step throughout the interaction.
3. CRM and Ticketing Integration Integration with CRM and ticketing tools: direct creation or update of tickets via deeplink or iframe.
4. Access to Different Levels of Information and Tools depending on the user’s role in the platform. Both diagnostic and resolution capabilities, as well as access to more advanced tools for levels 2 and 3 (such as router technical view or advanced Wi-Fi platform), can be configured.
5. Automated Responses Automated response generation from the knowledge base or Open Target agents.
Clients already operating with the Schaman Copilot have experienced substantial improvements in service efficiency and team productivity:
The Schaman Copilot represents the evolution of the digital advisor: an AI that diagnoses, suggests, and supports, allowing human agents to focus on what truly matters—the customer experience. With Schaman, artificial intelligence doesn’t replace human talent—it enhances it.
Moreover, once implemented in Call Center operations and delivering measurable improvements, its application can be extended to digital channels, enabling automation optimization and driving efficiency across all customer touchpoints.
Request your demo and discover how to boost your Call Center with the Schaman Copilot