2. Copilot Benefits
■ Monitors user behavior
■ Automates metrics reporting
■ Builds and maintains a working knowledge base
■ Leverages entire team for best answers
■ Incorporates game theory
■ Gathers statistics, automates call logging
■ Guides users through workflows
■ Reduces training time
■ Enables “universal agent”
3. Glossary of Acronyms
■ HUD
Heads Up Display
■ iKB
implicit Knowledge Base
■ XML
eXtensible Markup Language
4. Installation
■ Download installer
Select applications
Option to keep/overwrite
existing data
■ ZerØtech
No dependencies
Uses XML for data
Install to shared drive for
multi-user environment
5. Copilot HUD
■ Integrated Application Suite
Runs on Microsoft Windows
HUD floats over desktop
■ Modular architecture
No practical limit to
application type or quantity Single click any icon
to run the program
6. Login | Existing User
■ Simple user authentication
Provides tracking across all
of the programs
Can not run programs
individually, must login
7. Login | New User
■ Simple User Addition
If username does not exist
then it is created
■ Optional
User creation can be
controlled
8. StopWatch II
■ Non-intrusive capture :
Active time for each app
Interactive time for each app Following login, StopWatch
II starts and runs in
Load times for apps background
“No gaps between apps”
9. Users
■ Automatic Inclusion
Each installation forms
a community
■ On Roadmap
Options for groups
10. Badges
■ Built in gamification
Simple mechanism to
recognize contributions
using badges
■ Flexible
Any program/action can
“vote” for contributor
Badges are awarded at
thresholds
No limits to quantity or
appearance of badges
11. Guidance (Beta)
■ Customizable
Paths to tasks
are coded for tracking
Tasks grouped
into procedures
Tasks can be
automated
■ Extensible
Verification
Up-sell templates
Session log capture
Integrated with StopWatch II
12. iKB | Search Existing Questions
■ Implicit Knowledge Capture
Questions and answers
gathered during tasks
■ Text search
Searches questions
Searches answers
■ One to Many
Each question can have
multiple answers
13. iKB | Ask New Question
■ Real time questions
Question is immediately
submitted for answers
Ask your team a new
question at any time
14. iKB | Answer Questions
■ HUD Notification
Visible cue when new
questions are submitted
■ Real Time Answers
Any team member may
answer any question
One badge vote awarded
for adding a new answer
or updating an answer
15. iKB | Answer and Manage Questions
■ Administrator Option
Restrict answer deletions
and topic return to
selected team members
16. Reporting
■ Three Modules (to date)
Management
Analysis
Guidance
■ Separate program
No impact on agent
operations
Access can be isolated
17. Reporting | Management
XML data
reduced
for reporting
Data files
Real time data
transformed into
files from users
XML
