About agent copilot

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<strong>Add-on</strong>
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<td>Copilot</td>
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<p class="p">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.</p>
<p class="p">This article answers the following questions:</p>
<ul class="ul" id="zug_agent_copilot_about__ul_bhm_qlw_xcc">
<li class="li"><a class="xref" href="#topic_ugw_rlw_xcc">What is agent copilot?</a></li>
<li class="li"><a class="xref" href="#topic_mzj_slw_xcc">How does agent copilot work?</a></li>
<li class="li"><a class="xref" href="#topic_yfz_slw_xcc">Why should I use agent copilot?</a></li>
<li class="li"><a class="xref" href="#topic_ipv_5lw_xcc">Where can I learn more?</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="zug_agent_copilot_about__ul_rmr_bmw_xcc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7909179243418" target="_blank">Agent copilot resources</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ugw_rlw_xcc">
<h2 class="title topictitle2" id="ariaid-title2">What is agent copilot?</h2>
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<p class="p">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.</p>
<p class="p">The following features are included in agent copilot:</p>
<ul class="ul" id="topic_ugw_rlw_xcc__ul_b3x_fmw_xcc">
<li class="li">Auto assist</li>
<li class="li">Suggested first replies</li>
<li class="li">Suggested macros</li>
<li class="li">Enhance writing tools</li>
<li class="li">Communication guidelines</li>
<li class="li">Ticket summaries</li>
<li class="li">Similar tickets</li>
<li class="li">Merging suggestions</li>
<li class="li">Intelligent triage classifications and entity classification</li>
</ul>
<p class="p">These features are described in more detail in the following section.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_mzj_slw_xcc">
<h2 class="title topictitle2" id="ariaid-title3">How does agent copilot work?</h2>
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<p class="p">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.</p>
<p class="p">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.</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">Agent copilot featuring auto assist (4:43)</em></p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_rpz_lmw_xcc">
<h3 class="title topictitle3" id="ariaid-title4">Auto assist</h3>
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<p class="p">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.</p>
<p class="p"><img class="image" id="topic_rpz_lmw_xcc__image_hsk_dnw_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_assist_approve.png" width="600"></p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7051314237466" target="_blank">Using auto assist to help agents solve
tickets</a>.</p>
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</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_fqj_nmw_xcc">
<h3 class="title topictitle3" id="ariaid-title5">Suggested first replies</h3>
<div class="body">
<p class="p">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.</p>
<p class="p"><img class="image" id="topic_fqj_nmw_xcc__image_gr4_2nw_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_suggested_replies_accept_updated.png" width="600"></p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7041677653914" target="_blank">Using AI to generate a first reply in a
ticket</a>.</p>
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<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_ibv_4mw_xcc">
<h3 class="title topictitle3" id="ariaid-title6">Suggested macros</h3>
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<p class="p">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.</p>
<p class="p"><img class="image" id="topic_ibv_4mw_xcc__image_acm_fnw_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_suggested_macros_confidence.png" width="350"></p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826078362" target="_blank">Applying suggested macros to
tickets</a>.</p>
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<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_kym_qmw_xcc">
<h3 class="title topictitle3" id="ariaid-title7">Enhance writing</h3>
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<p class="p">Enhance writing tools use generative AI to improve the content of agent comments,
macro content, and help center content in different ways:</p>
<ul class="ul" id="topic_kym_qmw_xcc__ul_jby_qnw_xcc">
<li class="li">
<strong class="ph b">Expand</strong>: Rephrases the content of an agent comment or selected help
center content with additional language.</li>
<li class="li">
<strong class="ph b">Simplify</strong>: Rephrases the content of your comment to be more
concise.</li>
<li class="li">
<strong class="ph b">Rewrite in your tone</strong>: Rephrases the content of your comment based on
past interactions between you and an end user in a specific ticket
conversation.</li>
<li class="li">
<strong class="ph b">Make more friendly</strong>: Changes the tone of an agent comment or selected
help center content so that it sounds more conversational.</li>
<li class="li">
<strong class="ph b">Make more formal</strong>: Changes the tone of an agent comment or selected
help center content so that it sounds more professional.</li>
<li class="li">
<strong class="ph b">Write a custom prompt</strong>: Changes your comment based on the custom
instructions you enter that enhance or adjust the text.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_kym_qmw_xcc__image_g2f_2zp_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_writingtool_simplify_select.png" width="600"></p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608712782362" target="_blank">Enhancing ticket comments using generative
AI</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6267360002714" target="_blank">Using generative AI to expand and enhance
help center content</a>.</p>
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<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_iw1_jzp_22c">
<h3 class="title topictitle3" id="ariaid-title8">Communication guidelines</h3>
<div class="body">
<div class="p">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:<ul class="ul" id="topic_iw1_jzp_22c__ul_d1s_zw2_m2c">
<li class="li" dir="ltr">Overall tone and language</li>
<li class="li" dir="ltr">Greetings, closures, and signatures</li>
<li class="li" dir="ltr">Writing style and language complexity (for example, length and
format)</li>
<li class="li" dir="ltr">Use of specific words and special characters</li>
<li class="li" dir="ltr">Ticket conversation sentiment, topic, criticality, and
urgency</li>
</ul>
</div>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608712782362" target="_blank">Enhancing ticket comments using generative
AI</a>.</p>
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<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_lgq_rmw_xcc">
<h3 class="title topictitle3" id="ariaid-title9">Ticket summaries</h3>
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<p class="p">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.</p>
<p class="p"><img class="image" id="topic_lgq_rmw_xcc__image_b4q_hnw_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_summarize_tickets_AW_view.png" width="500"></p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037649972634" target="_blank">Summarizing ticket comments using generative
AI</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_zlt_5mw_xcc">
<h3 class="title topictitle3" id="ariaid-title10">Similar tickets</h3>
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<p class="p">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.</p>
<p class="p"><img class="image img-screenshot" id="topic_zlt_5mw_xcc__image_hbz_fm3_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_similar_ticket_hover_preview.png" width="600"></p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6154115110170" target="_blank">Finding tickets similar to the current
ticket</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_htz_wmw_xcc">
<h3 class="title topictitle3" id="ariaid-title11">Merging suggestions</h3>
<div class="body">
<p class="p">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.</p>
<p class="p"><img class="image img-screenshot" id="topic_htz_wmw_xcc__image_nqq_l35_w2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_contextpanel_merge_suggestions.png" width="600"></p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6885971957914" target="_blank">Merging related tickets based on
suggestions</a>.</p>
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</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_x5j_ymw_xcc">
<h3 class="title topictitle3" id="ariaid-title12">Intelligent triage classifications and entity classification</h3>
<div class="body">
<p class="p">Intelligent triage classifications, including topic, sentiment, and language,
give agents additional context about the ticket that helps them resolve customer
requests quickly.</p>
<p class="p"><img class="image" id="topic_x5j_ymw_xcc__image_pd5_mnw_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_it_predictions_ticket_properties.png" width="350"></p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4685355428250" target="_blank">Viewing intelligent triage classifications
in tickets</a>.</p>
<p class="p">Entity classification, a part of intelligent triage, identifies unique
information in tickets and messaging conversations so that agents can act on
important details more easily.</p>
<p class="p"><img class="image" id="topic_x5j_ymw_xcc__image_ncq_nnw_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_entity_detection_highlighted_value.png" width="600"></p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6711181959194" target="_blank">Classifying unique information in tickets
with entities</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_yfz_slw_xcc">
<h2 class="title topictitle2" id="ariaid-title13">Why should I use agent copilot?</h2>
<div class="body">
<p class="p">Agent copilot is all about making life easier for admins, agents, and
customers.</p>
<ul class="ul" id="topic_yfz_slw_xcc__ul_ndz_h4w_xcc">
<li class="li">Admins enjoy consolidated, thoughtful feature configuration that lets them
control which features are available and to whom.</li>
<li class="li">Agents enjoy all the time-saving benefits that AI can offer, while still being
able to leverage their human expertise and judgment.</li>
<li class="li">Customers enjoy a tailored customer service experience that's designed to result
in exceptional service.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested1" id="topic_ipv_5lw_xcc">
<h2 class="title topictitle2" id="ariaid-title14">Where can I learn more?</h2>
<div class="body">
<p class="p">For more about agent copilot, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7909179243418" target="_blank">Agent copilot resources</a>.</p>
</div>
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