CX Today Implementing Contact Center Copilots: 2degrees' Challenges, Lessons, and Best Practices
Dec 15, 2025
Wayne Anderson, General Manager of Digital Delivery at 2degrees, talks about transforming telecom customer experience with AI. He shares the hurdles encountered while implementing contact center auto-summaries and the valuable lessons learned. Wayne introduces the new Copilot that aids agents with conversation prompts and consolidates knowledge from multiple systems. He anticipates significant improvements in handling time and resolution rates for agents, while also discussing future AI innovations set to elevate customer service.
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Auto-Summary Pilot Delivered Unexpected Wins
- 2degrees piloted NICE's auto-summary early and saw surprising gains after a generative AI update.
- Agents spent less time pausing to take notes, which cut talk time and improved customer focus.
Manage Change To Build Trust In AI
- Do manage change deliberately when rolling out AI summaries and reassure agents about ownership of errors.
- Train agents to trust the tool and make it clear mistakes are a system issue, not an agent fault.
Knowledge Consolidation Unlocks Copilots
- Consolidated knowledge is the key enabler for effective agent copilots.
- 2degrees moved knowledge from nine systems into NICE Expert to power the Empower Copilot.