Setting up auto assist

Auto assistis 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.


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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.
These suggestions can be replies that the agent should send
to the customer, or actions that the agent should take. Auto assist suggestions appear
in tickets in the Agent Workspace in place of the composer.
Watch the demo video below to see auto assist in
action:

Agent copilot featuring auto assist (4:43)
To help you get the most out of Zendesk’s AI Copilot features, this
article provides an overview on how admins can get started with auto assist.
This article contains the following topics:
Step 1: Identify a
problem where auto assist can help
Step 2: Turn on auto
assist and define who has access
Step 3: Write a
procedure for the problem
Step 4:Add a tag to
tickets for which you created a procedure
Step 5: Test your
procedure


Related articles:
Turning on and configuring auto
assist
Creating and managing procedures for auto
assist
Creating and managing actions for auto
assist




Step 1: Identify a problem where auto assist can help

To identify a specific problem where you would like auto assist to suggest replies,
think of scenarios where your agents receive a lot of tickets that require
repetitive back and forth. For example:

Advising a user on buying a product or service sold by your
company
Explaining a business policy
Helping troubleshoot a problem


Tip: For inspiration, identify patterns by reviewing
your most popular topics, macros, or ticket views and checking your intelligent triage dashboard. To best identify a problem
where auto assist can help, you’ll want to find tickets where a lot of messages were
exchanged between agents and end users.



Step 2: Turn on auto assist and define who has access

After you’ve identified a problem, turn on auto assist and define which groups of
agents have access.
If you want to test auto assist yourself first, then select or
create a group that only you’re in.
To turn on and configure access to auto assist

In Admin Center, click AI in the sidebar, then select Agent copilot >
Auto assist.
Select Show auto assist replies and actions in the agent composer.

In the Who has access field, search for and select the groups that should
be able to use the suggested replies feature. By default, all groups have
access.
Click Save. See Turning on and configuring auto
assist for more information.





Step 3: Write a procedure for the problem

Write a procedure that describes how the problem you identified should be handled.
Procedures are the instructions that auto assist should follow when suggesting
replies or actions to an agent in a ticket.
When writing a procedure, think of the way you would tell an
agent how to proceed with solving the problem you identified.

Tip: Review the best practices for creating effective
procedures before getting started.
To write a procedure for the problem you’ve identified

In Knowledge admin, click Manage articles
( ) in the sidebar.
Select Procedures, then click Create procedure.
In the Name field, enter a descriptive name for the procedure.
To associate the procedure with specific brands, open the right-hand Settings
panel, click Selected brands, then choose the brands you want to
associate the procedure with.
Click below the name field and enter the content for your procedure. To add
specific actions to your procedure, click the Insert action ( ) button in the
toolbar.

To publish your procedure, click the drop-down arrow next to Save draft and
select Publish.
In the window that appears, click Publish. Published procedures are
automatically available for auto assist to use.
See Creating procedures for auto
assist for more information.





Step 4: Add a tag to tickets for which you created a procedure

Each ticket needs to have an “agent_copilot_enabled” tag. A good practice is to add
this tag for tickets with a specific topic, after writing a procedure on how to
handle those.
The tag should only be added to tickets for which you have
created a procedure. Otherwise, auto assist will suggest replies to tickets without
procedures, which leads to suggestions that aren’t applicable to your business.
To create a trigger that adds the auto assist tag to
tickets

In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers.
On the Triggers page, click the Ticket tab, then click Create
trigger.
Enter a Name, Description, and Category for your trigger.
See Creating ticket triggers for
details.
In the Conditions pane, under Meet ALL of the following
conditions, add the following conditions:
Ticket
status | Is | New

Tags | Contains none of the following |
agent_copilot_enabled



Under Meet ANY of the following conditions, add the following
conditions:
(Optional) Channel | Is | <select the channel
you want the trigger to work on>
(Optional) Intent | Is | <select a topic you have
created a procedure for>


In the Actions pane, add the following action:
Add tags | agent_copilot_enabled


Click Create. See Configuring auto assist on messaging or
email channels using tags on answers for more
information.





Step 5: Test your procedure

Test your procedure before letting auto assist suggest replies or actions in a
real-world setting.
If the suggestions aren’t accurate, review the procedure best practices and edit your procedure. Creating an effective
procedure is an iterative process that usually takes a few tweaks to get right.
To test a procedure

Make sure you’ve limited the agents who can interact with auto
assist to only the groups or agents who are performing the
testing.
Create a messaging or email ticket with the agent_copilot_enabled tag. Email
tickets must be created from an email that's not associated with any agents
in your Zendesk account, because auto assist doesn't respond to agent
comments.


Try to solve the ticket with auto
assist’s help.
Iterate the procedure until you get accurate and helpful suggestions. See Testing a procedure for more
information.


When you’re satisfied with auto assist’s suggestions for your procedure, invite your
agents to test it live with customers.
Each suggestion must be approved by the agent before it is sent
so there’s little risk in trying this live.


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