AI Agents (Cognigy) for Process Automation (Task Assist) allows agents to execute predefined business workflows directly from within Copilot for Agents. These workflows are built and managed in AI Agents (Cognigy) and are made available to agents through Copilot for Agents. A workflow can be triggered manually by an agent, recommended by the system based on the conversation context, or automatically triggered through rules configured by administrators.
When a workflow is triggered, Copilot sends the workflow request along with relevant context information, such as customer details, conversation data, or form inputs, to AI Agents (Cognigy). AI Agents (Cognigy)executes the workflow, which may include collecting additional inputs, calling external systems such as CRM or databases, performing validations, and executing multi-step business processes. After the workflow finishes, AI Agents (Cognigy) sends a completion status back to Copilot indicating whether the process was completed successfully or failed. This status is used for task tracking, reporting, and completion measurement within AI Agents (Cognigy) for Process Automation (Task Assist).