Announcing real-time AI suggestions in Contact Center with Copilot

Announced on

Rollout on

January 15, 2026 | January 15, 2026

We’re excited to introduce real-time AI suggestions in Zendesk Contact Center with Copilot on Zendesk infrastructure, which allows call center agents to get AI assistance during active phone conversations.

This announcement answers the following questions:

What's new?

Why is Zendesk making this change?

What do I need to do?

What's new?

With real-time AI suggestions in Contact Center with Copilot, agents can now generate AI suggestions during live phone calls. Calls are transcribed from speech to text in real-time, and agents can generate AI suggestions from help center content. When agents generate an AI suggestion, the AI uses the live transcript to understand the purpose of the call (for example, the call topic or caller intent). It will then search your Zendesk help center for relevant articles to assist the agent in resolving the customer's issue and generate a suggestion based on these articles.

This new feature builds upon existing Copilot capabilities, providing agents with the support they need to resolve customer issues efficiently and confidently on Contact Center calls, from the very first moment of every call.

Important: Real-time suggestions are only available if your Contact Center setup is on Zendesk infrastructure.

Why is Zendesk making this change?

Agents often need to remember and share detailed information. This sometimes means putting callers on hold to manually search for answers or asking colleagues for help. Real-time AI suggestions for Contact Center allow agents to receive immediate, context-aware suggestions pulled from the latest support articles, policies, troubleshooting guides, or internal FAQs. This feature helps agents resolve calls faster by suggesting up-to-date and accurate responses, minimizing miscommunication and outdated information.

What do I need to do?

This new experience will be rolled out to all Zendesk customers with the Copilot add-on. Besides having the Copilot add-on, you need to configure call recording and real-time transcription.

To learn more about this feature, see Using real-time AI suggestions in Contact Center.

If you’re interested in using the Zendesk Copilot add-on, see Buying the Copilot AI add-on or contact your Zendesk account representative.

If you have feedback or questions related to this announcement, contact your Zendesk account representative. For general assistance with your Zendesk products, contact Zendesk Customer Support.