KNOWLEDGE COPILOT
Your agents stop putting customers on hold to find answers they should already have
Sivam AI Knowledge Copilot is an AI knowledge copilot for contact centre agents, providing source-cited answers from indexed policy documents in seconds. When an agent encounters a policy question mid-call — a payment arrangement threshold, a reconnection rule, a hardship program eligibility requirement — they currently have two options: put the customer on hold and search, or ask a supervisor and interrupt them.
HOW THE AI KNOWLEDGE COPILOT WORKS
Supervisors and trainers upload your policy documents
PowerPoint decks, Word documents, PDF manuals — through a secure upload interface. The documents are indexed automatically within minutes.
Agents ask questions in natural language
during live calls — typed into the copilot panel on their desktop. "What is the minimum down payment for a residential payment arrangement?" "Are non-residential customers eligible for the reconnection waiver?"
AI Knowledge Copilot Retrieves the Precise Answer
The AI knowledge copilot retrieves the precise answer from your indexed documents and displays it with the source cited — "Payment Arrangement Refresher, Slide 5" — so the agent can verify the source if needed.
Top 5 questions update in real time
The system tracks every question asked across all agents and surfaces the five most frequent queries of the day — color-coded by frequency so supervisors know exactly where to focus training attention.
Knowledge gaps are logged automatically
Any question the system cannot find in the indexed documents is flagged — giving supervisors and trainers a clear list of content to add next.
CALL CATEGORY CHECKLISTS
The Knowledge Copilot includes configurable compliance checklists for each call category. When an agent selects their call type — Collections, Residential Inquiry, Moves, or Commercial — the relevant compliance checklist appears automatically. Every item the agent must confirm during the call is visible and trackable.
Collections checklist example
Did you offer a payment plan? Did you refer to low income support? Was the 48-hour disconnection notice explained? Was the OEB disclosure made? Each item is checked off as the agent completes it.
Supervisor visibility
Supervisors see checklist completion rates across all agents in real time — identifying agents who consistently miss specific compliance items before a QA failure or regulatory incident occurs.
THREE QUERY MODES
Factual Lookup
Precise answer to a specific policy question — cited to the exact document and slide. Best for threshold amounts, eligibility rules, and procedure steps.
Summarize
Summary of a policy topic across multiple documents — useful when the agent needs a quick orientation on a complex topic before going into detail.
Objection Help
Suggested response to a customer objection — drawn from your approved response guidelines and complaint handling procedures. Helps agents respond consistently and compliantly
AI Knowledge Copilot Outcomes
Supervisor query volume reduced by 40% or more — agents selfserve the majority of policy questions without interrupting supervisors
Average handle time reduced — policy retrieval that previously took 45 seconds of hold time takes 3 seconds in the copilot
First call resolution rate improves — agents have the right answer immediately rather than guessing or escalating unnecessarily
Compliance consistency — every agent gives the same policy answer from the same source document, not a remembered approximation
See the Knowledge Copilot running on your policies
See how the AI knowledge copilot works with your own policies. Send us a policy document before our call. We will have it indexed and answering questions before you join the demonstration.
