Announcing real-time AI suggestions for Voice with Copilot

Announced on

Rollout on

October 2, 2025 | October 2, 2025

We’re excited to introduce real-time AI suggestions for Voice with Copilot, 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 for Voice and 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.

With the addition of real-time AI suggestions for voice calls, Zendesk Copilot is now available across every channel. Copilot for voice empowers agents not just after the call, but during the conversation itself, delivering timely insights and recommendations right when they’re needed most. This new feature builds upon existing Copilot capabilities, providing agents with the support they need to resolve customer issues efficiently and confidently on voice calls, from the very first moment of every call.

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 Voice allow Talk (Voice) 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helps agents resolve calls faster by suggesting up-to-date and accurate responses, minimizing miscommunication or outdated information.

What do I need to do?

This new experience will be rolled out to all Zendesk customers with the Copilot add-on. You can turn on this new feature on the Agent Copilot Suggestions page in Admin Center. Select to turn it on for all agent groups or for specific agent groups. Once you turn on AI suggestions for your agent groups, agents in those groups will be able to generate AI suggestions during active phone conversations.

To learn more about turning on this feature, see Using Real-Time AI Suggestions for Voice Calls.
For additional questions about call transcription, see Call transcription and Summarization FAQs.

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, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.