Genesys Cloud
Agent checklists in Copilot

In a future release, Genesys Cloud will introduce a checklist tool, powered by a Qwen3 large language model (LLM), that surfaces directly to agents during interactions. This feature will help agents gather or share important information consistently, reducing mistakes and ensuring compliance. Previously, agents relied on memory or separate reference documents to follow required steps.

By surfacing structured checklists during interactions, this new tool addresses both compliance and service quality challenges. In industries such as banking and insurance, for example, agents are required to say specific things in a specific order. If they miss these steps, the companies they represent can face penalties or liability. Even in industries without strict regulations, the pace of customer interactions can cause agents to overlook important details, which affects both service quality and the overall customer experience. 

Warum das wichtig ist

• Standardize important interaction steps — agents follow consistent processes without relying on memory.
• Reduce human error — a Qwen3 large language model (LLM) verifies compliance criteria automatically during the interaction.
• Ensure compliance — critical for regulated industries such as banking and insurance.
• Improve interaction quality — checklists help confirm that all necessary information is collected and shared.