Login
      Contents x
      Copilot v2.0 Release Notes
      • 06 Jun 2025
      • 1 Minute to read
      • Print
      • PDF
      Contents

      Copilot v2.0 Release Notes

      • Updated on 06 Jun 2025
      • 1 Minute to read
      • Print
      • PDF
      Article summary

      The following section provides key highlights and description of new features introduced in Copilot v2.0 release.

      New Features

      Features in Copilot are based on the User Persona and the details are under the respective persona.

      Copilot for End User

      Let’s take a quick look at End User Persona.

      The following section provides a sneak-peek of the Copilot functionalities for End User.

         

       

       

      Copilot for Approver

      Let’s take a quick look at Approver User Persona.

       

      The following section provides a sneak-peek of the Copilot functionalities for Approver.

      Copilot for Analyst

      Let’s take a quick look at Analyst User Persona.

       

      The following section provides a sneak-peek of the Copilot functionalities for Analyst.

      SME and Leadership

      The following section provides a sneak-peek of the functionalities added for SMEs and Leaders.

       

      Common Skills

      The following section provides a sneak-peek of the functionalities added for common use.

      Copilot Engineering and Security

      Improvements

      Feature Enhancement

      Description

      Benefits

      Auto Notification to Analyst if no Response for ‘n’ Minutes

      User Persona: Analyst

      Analysts receive a notification as a Toast message and idle icon is is displayed indicating that the Analyst has not responded to End User for ‘n’ minutes.

      For more information, refer Auto Notification

      • Informed about the delay in the Response Time

      • Better time management

      Live Agent Hub - Copy Chat Transcript

      User Persona: Analyst

      Analysts are enabled to copy the entire chat transcript using a copy icon.

      For more information, refer Copy Chat Transcript

      • Reduced errors while using the chat data on Requests

      • Data accuracy in the communication logs

      Service Desk Intelligence

      User Persona: Analyst

      Provision to select the Service predicted by the Copilot based on the issue, symptom and description on the AI suggestion form for an Incident or Service Request.

      For more information, refer Service Desk Intelligence

      • Select Service based on the nature of the Incident

      • Provision to select Others option is provided in absence of the service on the list

      Live Agent Transfer - Chat History Restriction

      User Persona: Analyst

      Advancement in Chat History with Restrictions based on Filters that are Time based, conversation based and LAT-specific conversations initiated with a specific message to easily access relevant chat log.

      For more information, refer Chat History Restriction

      • Convenient way in handling the chat requests from end users

      • Saves time and effort by accessing relevant details from chat history

      Was this article helpful?
      What's Next
      Change password!
      Changing your password will log you out immediately. Use the new password to log back in.
      Change profile
      Success!
      First name must have atleast 2 characters. Numbers and special characters are not allowed.
      Last name must have atleast 1 characters. Numbers and special characters are not allowed.
      Enter a valid email
      Enter a valid password
      Your profile has been successfully updated.
      Logout
      ESC

      Eddy AI, facilitating knowledge discovery through conversational intelligence