About agent copilot


Agent copilot is a set of AI-powered features focused on making your agents more productive while still allowing them to provide a high level of customer service. These features surface helpful insights, proactively suggest next steps, and can even execute agent-approved actions, increasing agent efficiency as well as customer satisfaction.


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Copilot









Agent copilot is a set of AI-powered features focused on making your agents more
productive while still allowing them to provide a high level of customer service. These
features surface helpful insights, proactively suggest next steps, and can even execute
agent-approved actions, increasing agent efficiency as well as customer satisfaction.
This article answers the following questions:

What is agent copilot?
How does agent copilot work?
Why should I use agent copilot?
Where can I learn more?

Related articles:

Agent copilot resources



What is agent copilot?

Agent copilot is the name for a set of AI features that are designed to make agents
as efficient as possible. By providing AI-powered context and suggestions, agent
copilot helps agents solve customer requests more quickly and easily.
The following features are included in agent copilot:

Auto assist
Suggested first replies
Suggested macros
Enhance writing tools
Communication guidelines
Ticket summaries
Similar tickets
Merging suggestions
Intelligent triage predictions and entity detection

These features are described in more detail in the following section.



How does agent copilot work?

Agent copilot’s features span the full range of the agent workflow. From high-level
context about a ticket to specific next steps and responses, agent copilot is always
there to guide the agent while still leaving the agent in full control.
Watch the demo video below to see some of the agent copilot features in action, or
read on for more information about all the features included in agent copilot.

Agent copilot featuring auto assist (4:43)


Auto assist

Auto assist uses a large language model (LLM) to understand the contents of
submitted tickets and make suggestions to your agents on how to solve them. It
can also automatically perform actions that have been approved by an agent. With
auto assist, agents spend less time on repetitive tickets, solve tickets in a
more consistent way, and ultimately close more tickets.

For more information, see Using auto assist to help agents solve
tickets.



Suggested first replies

Suggested first replies use generative AI to suggest a first response for agents
in tickets based on existing macros and help center articles. Using AI-generated
suggestions to respond to tickets helps agents save time and increase
productivity.

For more information, see Using AI to generate a first reply in a
ticket.



Suggested macros

Suggested macro badges and confidence levels enhance existing suggested macro
functionality. A red badge over the macro menu brings the agent’s attention to
macros that may help them solve the current ticket. Within the macro menu,
confidence level indicators show how likely it is that the macro is relevant to
the ticket the agent is working on.

For more information, see Applying suggested macros to tickets.




Enhance writing

Enhance writing tools use generative AI to improve the content of agent comments,
macro content, and help center content in different ways:


Expand: Rephrases the content of an agent comment or selected help
center content with additional language.

Simplify: Rephrases the content of your comment to be more
concise.

Rewrite in your tone: Rephrases the content of your comment based on
past interactions between you and an end user in a specific ticket
conversation.

Make more friendly: Changes the tone of an agent comment or selected
help center content so that it sounds more conversational.

Make more formal: Changes the tone of an agent comment or selected
help center content so that it sounds more professional.

Write a custom prompt: Changes your comment based on the custom
instructions you enter that enhance or adjust the text.


For more information, see Enhancing ticket comments using generative
AI and Using generative AI to expand and enhance
help center content.



Communication guidelines

Communication guidelines use generative AI to adapt agent responses to the
overall writing style and tone of a conversation, and also allows auto assist to
adapt its suggestions accordingly. The system rewrites or suggests text by
analyzing certain conversation variables from past interactions between the end
user and the agent within a given ticket. Some of the conversation variables
that the system analyzes include:
Overall tone and language
Greetings, closures, and signatures
Writing style and language complexity (for example, length and
format)
Use of specific words and special characters
Ticket conversation sentiment, topic, criticality, and
urgency


For more information, see Enhancing ticket comments using generative
AI.



Ticket summaries

Ticket summaries use generative AI to recap the public comments that have been
added to a ticket so far, helping agents get up to speed and respond to
customers more quickly.

For more information, see Summarizing ticket comments using generative
AI.



Similar tickets

Similar tickets let agents see a list of resolved tickets that are similar to the
one they’re currently working on. By seeing how similar issues were addressed,
agents are able to solve tickets more efficiently.

For more information, see Finding tickets similar to the current
ticket.



Merging suggestions

Merging suggestions identifies tickets that might be potentially merged with the
ticket the agent is currently working on. These suggestions appear in the
context panel within a ticket.

For more information, see Merging related tickets based on
suggestions.



Intelligent triage predictions and entity detection

Intelligent triage predictions, including intent, language, and sentiment, give
agents additional context about the ticket that helps them resolve customer
requests quickly.

For more information, see Viewing intelligent triage
predictions.
Entity detection, a part of intelligent triage, identifies unique information in
tickets and messaging conversations so that agents can act on important details
more easily.

For more information, see Detecting unique information in tickets with
entities.




Why should I use agent copilot?

Agent copilot is all about making lives easier for admins, agents, and customers.

Admins enjoy consolidated, thoughtful feature configuration that lets them
control which features are available and to whom.
Agents enjoy all the time-saving benefits that AI can offer, while still being
able to leverage their human expertise and judgment.
Customers enjoy a tailored customer service experience that’s designed to result
in exceptional service.




Where can I learn more?

For more about agent copilot, see Agent copilot resources.


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