Co-Pilot Agent-Assist Explained (with Demo)

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Smarter Conversations, Seamless Support

At ORENCloud, we’ve always believed in empowering contact center agents with the best tools to serve their customers. Today, we’re proud to introduce Co-Pilot Agent-Assist v1.0 – a WebRTC-compatible AI assistant that integrates effortlessly with any SIP-based contact center system.

Whether you’re guiding tourists through Malaysia’s stunning destinations or handling high-volume campaigns, ORENCloud Co-Pilot is your always-on AI companion, providing real-time, context-aware responses directly to agents.

Seamless Connectivity – How It Works

ORENCloud Co-Pilot works with:

  • ORENCloud Dialer

  • Any WebRTC-capable agent UI

  • FreeSWITCH or Asterisk using spy, chanspy, or audio duplication methods

The flow is simple:

  1. Customer speaks on a call.

  2. Asterisk or FreeSWITCH forks audio to the Co-Pilot’s WebRTC extension.

  3. The Co-Pilot UI shows live transcriptions and generates AI-based suggestions for the agent.

Connectivity Diagram

Customer
   │
   â–¼
[Your PBX] ---(Call CoPilot Ext)---> [ORENCloud Co-Pilot WebRTC]
                                           (Agent UI in Browser)

Agents can also manually type queries, view summaries, or ask follow-up questions via the web interface – all within a clean, intuitive dashboard.

Key Features

  • Instant Transcription & Understanding using Silero VAD and Whisper-based AI

  • Integrated WebRTC Softphone (SIP.js inside browser)

  • Manual Prompt Entry for typed queries

  • Knowledgebase bound (can also do web search, use tools, connect to MCPs, etc)

  • Works with Existing Contact Centers – no need for backend overhaul

  • Language-aware, Delay-tolerant, and Secure

Use Cases

✅ Support Helpdesk Agents

✅ Utility campaigns with repetitive questions

✅ Insurance, banking, and public sector call centers

✅ AI-assisted coaching for junior agents

✅ BPOs

Simple Setup

To deploy:

  • Register a SIP/WebRTC extension for Co-Pilot.

  • Setup chanspy or audio forwarding on your PBX (Asterisk or FreeSWITCH).

  • Run Co-Pilot in a browser window or kiosk.

  • That’s it. No VPN. No softphone. No manual call joins.

Tech Stack

  • Frontend: SIP.js + Silero VAD + WebRTC + pure web 

  • Backend: Python (FastAPI), WhisperX, Speechbrain

  • Deployment: Docker, Edge CDN ready

  • Security: Built-in auth, secure SIP, fully local inference option coming soon

  • Ephemeral: In memory operation (No data is saved anywhere, unless you want to)

Roadmap

  • 📌 Multi-language spoken language (Bahasa Melayu, Chinese, Tamil)

  • 📌 Agent feedback loop (to improve AI accuracy)

  • 📌 CRM integrations (Salesforce, Zammad, etc.)

  • 📌 Mobile agent view

Want a Live Demo?

Contact Us to schedule a walkthrough or trial. Whether you’re a small call center or a national campaign operator, Co-Pilot will transform how your agents respond and engage.

 

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