About auto assist

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<p id="docs-hc-snippet" style="display: none;">Auto assist is an AI-powered assistant for your agents. Using large language model (LLM) technology, auto assist understands the contents of submitted tickets and makes suggestions to your agents on how to solve them.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Auto assist is an AI-powered assistant that helps you solve tickets with suggested replies, actions, and agent instructions based on procedures, help center articles, similar solved tickets, and other connected knowledge sources. Agents review and approve suggestions before sending them, which can reduce repetitive work, improve consistency, and help you close more tickets.</p>
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<p class="p">Auto assist is an AI-powered assistant for your agents. Using large language model (LLM)
technology, auto assist understands the contents of submitted tickets and makes
suggestions to your agents on how to solve them.</p>
<p class="p">With auto assist, agents spend less time on repetitive tickets, solve tickets in a more
consistent way, and ultimately close more tickets.</p>
<p class="p">Watch the demo video below to see auto assist in action, or read on for more information
about auto assist.</p>
<p class="p"><iframe allowfullscreen="" controls="controls" height="360" src="https://www.youtube.com/embed/aEsgkd6W5gA" width="640"></iframe></p>
<p class="p"><em class="ph i">Zendesk agent copilot featuring auto assist (4:43)</em></p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="zug_ai_auto_assist__ul_dns_41h_b3c">
<li class="li"><a class="xref" href="#topic_vc1_r1h_b3c">Understanding auto assist and how it works</a></li>
<li class="li"><a class="xref" href="#topic_gfy_bbh_pgc">Understanding auto assist sources for suggestions</a></li>
<li class="li"><a class="xref" href="#topic_grr_r51_53c">Understanding auto assist suggestions</a></li>
</ul>
<p class="p">Related articles</p>
<ul class="ul" id="zug_ai_auto_assist__ul_aqy_1x3_23c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114" target="_blank">Turning on and configuring auto assist</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vc1_r1h_b3c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding auto assist and how it works</h2>
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<p class="p">Auto assist is an AI-powered tool that proactively makes suggestions to your agents
to help them handle tickets. These suggestions appear in the ticket interface in
place of the composer and require agent approval before being sent to a customer.
Customers aren't aware of auto assist during their interactions with agents, and
agents are always in control of the replies they send to customers.</p>
<p class="p"><img class="image" id="topic_vc1_r1h_b3c__image_xlk_bbh_pgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_assist_approve.png" width="600"></p>
<p class="p">When using auto assist, agents don’t have to compose replies or execute actions
themselves. Instead, agents review and approve the replies or actions suggested by
auto assist. To learn more about the agent experience with auto assist, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7051314237466" target="_blank">Using auto assist to solve tickets</a>.</p>
<div class="note note" id="topic_vc1_r1h_b3c__note_wxz_ng5_wgc">
<span class="notetitle">Note:</span> Auto assist doesn’t work on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346" target="_blank">AI agent tickets</a>.</div>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_gfy_bbh_pgc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding auto assist sources for suggestions</h2>
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<p class="p">While auto assist can make suggestions on any topic based on the sources listed
below, it's essential to use procedures to achieve the best performance. When
relevant help center articles are available, they're also used along with procedure
content to generate suggestions. This can include public help center articles and
internal help center articles that you've made available to auto assist through user
segments. If there are no relevant procedures or help center articles available,
then similar solved tickets are used.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114#topic_rdn_byh_wjc" target="_blank">Managing sources for auto assist</a> to
configure access to auto assist sources. </p>
<p class="p">Auto assist can suggest replies on any topic based on the following sources:</p>
<div class="note attention">
<span class="attentiontitle"></span> Procedures are essential and should be used as your primary
knowledge source for auto assist.</div>
<ul class="ul" id="topic_gfy_bbh_pgc__ul_a1v_jll_tjc">
<li class="li">
<p class="p"><strong class="ph b">Procedures</strong>: Auto assist may suggest replies, actions, macros, and
instructions based on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">manually created</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10140109521178" target="_blank">AI-generated</a> procedures. Your
procedures can directly link to actions, action flows, macros, instructions,
articles, and also reference certain ticket fields. Auto assist uses this
procedure content, along with its built-in LLM training, to generate
suggestions. You don’t need to map specific procedures to specific topics or
other ticket metadata. Auto assist understands the content of a customer’s
request out of the box and can map it to an existing procedure. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738#topic_brj_twm_k3c" target="_blank">Understanding procedures</a> to learn
more.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Help center articles</strong>: Auto assist can use help center articles as a
source for text replies. This includes public help center articles and
internal help center articles that you've made available to auto assist
through user segments.</p>
<ul class="ul" id="topic_gfy_bbh_pgc__ul_pvc_wnv_z3c">
<li class="li">
<p class="p">Public help center articles are available to auto assist by
default if they belong to the “Visible to everyone” user segment
and your help center doesn't require sign-in.</p>
</li>
<li class="li">
<p class="p">If your help center <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842656154" target="_blank">requires sign-in</a>, or if
articles are restricted by user segments other than “Visible to
everyone”, you must make the <a class="xref" href="#topic_cdg_vh5_rjc">relevant user segments available to auto
assist</a> before it can use those articles. This also
includes articles in the "Visible to everyone" user segment if your
help center requires sign-in.</p>
</li>
<li class="li">
<p class="p">Only articles with a brand and language matching the ticket brand
and language are used for reply generation. For example, if the
brand on a ticket is Acme, then only articles with the Acme
brand are considered.</p>
</li>
<li class="li">
<p class="p">Public help center articles that match the brand and language of
the ticket can't be excluded from auto assist.</p>
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</ul>
</li>
<li class="li">
<p class="p"><strong class="ph b">Similar solved tickets</strong>: Auto assist may use similar solved tickets as
an additional source for text replies when relevant procedures or help
center articles aren’t available. Referencing similar solved tickets helps
auto assist improve its suggestions by incorporating real-world resolutions
that capture how agents and customers communicate and solve issues. Only
similar solved tickets with a brand matching the ticket brand are used for
reply generation.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Additional knowledge sources</strong>: In addition to procedures, help center
articles, and similar solved tickets, auto assist can use other knowledge
sources. These include <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9796599390874" target="_blank">external knowledge connections</a>,
such as Confluence, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4593564000410" target="_blank">web crawler content</a>. To use these
sources with auto assist, you must activate them from the Auto assist page
in Admin Center. These sources can be used to generate text replies only,
and can’t be referenced in procedures.</p>
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</ul>
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<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_cdg_vh5_rjc">
<h3 class="title topictitle3" id="ariaid-title4">User segment permissions for internal content in auto assist</h3>
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<p class="p">Internal content includes help center articles and connected external content
sources that are available through selected user segments. When you select user
segments for auto assist, it can use content available to those user segments to
generate text replies.</p>
<p class="p">User segments define access to help center content for end users and agents. Auto
assist can use content from the user segments you select regardless of which
user segments the agent or end user belongs to.</p>
<p class="p">The underlying source content remains restricted by its own permissions. However,
auto assist may generate text replies based on that content for agents and end
users who don’t belong to the related user segment.</p>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_grr_r51_53c">
<h2 class="title topictitle2" id="ariaid-title5">Understanding auto assist suggestions</h2>
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<p class="p">When making suggestions, auto assist takes into account the <a class="xref" href="#topic_gfy_bbh_pgc">sources listed above</a> and all
public ticket comments in the conversation, including previously generated comments
approved by the agent. Suggestions are made in response to only end-user comments,
not agent comments.</p>
<p class="p">Auto assist makes the following types of suggestions:</p>
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<th class="entry cellrowborder" id="d52e266">Suggestion type</th>
<th class="entry cellrowborder" id="d52e269">Description</th>
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<td class="entry cellrowborder" headers="d52e266"><strong class="ph b">Replies for the agent to make</strong></td>
<td class="entry cellrowborder" headers="d52e269">
<p class="p">Text replies may include suggestions such as explaining a
business policy to a customer, or helping the customer
troubleshoot a problem with a product.</p>
<p class="p">Replies suggested by auto assist are <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8761641980698#topic_eck_hmp_22c" target="_blank">automatically adapted to the conversation's tone and writing style</a> to minimize the
time agents spend editing responses.</p>
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<td class="entry cellrowborder" headers="d52e266"><strong class="ph b">Actions for the agent to take</strong></td>
<td class="entry cellrowborder" headers="d52e269">
<p class="p">Auto assist may make suggestions for the agent to perform certain
actions. For example, checking the status of a current order in
Shopify, querying and modifying your own internal business
systems, or performing third-party actions via API.</p>
<p class="p">Actions are suggested by auto assist only if they're defined in
your procedures. The one exception to this is that auto assist
may suggest setting a ticket status to Solved, even if this
action isn't included in your procedures.</p>
<p class="p">Some actions, such as checking an order status, may be performed
automatically by auto assist if the action was pre-approved by
you or another admin in a procedure. Actions that are performed
automatically are logged in the ticket's events and in the
conversation log so that the agent is aware. For more
information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9174548349978#topic_d34_qt1_g3c" target="_blank">Understanding pre-approved actions</a>.</p>
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<td class="entry cellrowborder" headers="d52e266"><strong class="ph b">Instructions for the agent to follow</strong></td>
<td class="entry cellrowborder" headers="d52e269">
<p class="p">Auto assist suggests instructions to agents based on the flow of
their conversation. Instructions are steps that agents should
perform manually. For example, your procedures might include
instructions for checking your internal stock management system
if auto assist can't access it.</p>
<p class="p">Instructions for agents are suggested by auto assist only if
they're defined in your procedures.</p>
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</tbody>
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<p class="p">Auto assist suggestions appear in tickets in the Agent Workspace interface in place
of the composer. If you have permission, you can view the source auto assist used to
generate the suggestion. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7051314237466#topic_abz_r5t_khc" target="_blank">Viewing sources for auto assist suggestions</a> to learn more.</p>
<p class="p"><img class="image img-screenshot" id="topic_grr_r51_53c__image_ggn_kf5_khc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_auto_assist_suggestion_sources.png" width="600"></p>
<p class="p">If you don't have permission to view an auto assist suggestion's source, see <a class="xref" href="#topic_gfy_bbh_pgc">Understanding auto assist sources for suggestions</a>.</p>
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