About auto assist

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-content">Auto assist is an AI-powered tool that helps agents handle tickets by suggesting replies and actions based on procedures, help center articles, or similar solved tickets. It reduces repetitive tasks and ensures consistent responses. Agents review and approve suggestions, which are tailored to the conversation's tone. Auto assist doesn't work on AI agent tickets and requires agent approval for all actions.</p>
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<p class="p">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. </p>
<p class="p">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">Watch the demo video below to see auto assist in action, or read on for more information
about auto assist. To get started, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114" target="_blank">Turning on and configuring auto assist</a>.</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">Zendesk agent copilot featuring auto assist (4:43)</em></p>
<div class="p">This article contains the following topics:<ul class="ul" id="zug_ai_auto_assist__ul_dns_41h_b3c">
<li class="li"><a class="xref" href="#topic_vc1_r1h_b3c">Understanding auto assist and how it works</a></li>
<li class="li"><a class="xref" href="#topic_rkr_344_xcc">Understanding procedures for auto assist</a></li>
<li class="li"><a class="xref" href="#topic_gfy_bbh_pgc">Understanding how auto assist makes suggestions</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vc1_r1h_b3c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding auto assist and how it works</h2>
<div class="body">
<p class="p">Auto assist makes suggestions to your agents based on procedures that <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">you've created</a> or that have been <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10140109521178" target="_blank">automatically generated</a>, generic
information from its LLM training, your public help center articles, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8036381366426#topic_vlg_33v_xyb" target="_blank">similar solved tickets</a>. These suggestions
can be replies that the agent should send to the customer or actions that the agent
should take. </p>
<p class="p">Auto assist suggestions appear in tickets in the Agent Workspace interface in place
of the composer. Any replies or actions suggested by auto assist require an agent’s
approval before being sent to the customer or performed, and are sent or performed
under the agent’s name. The customer isn’t aware of auto assist during their
interactions with the human agent. </p>
<p class="p"><img class="image" id="topic_vc1_r1h_b3c__image_xlk_bbh_pgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_auto_assist_approve.png" width="600"></p>
<p class="p">When using auto assist, agents don’t have to compose replies or execute actions
themselves, except when following <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9422234636698" target="_blank">instructions you've defined</a>. Instead, agents review and
approve the replies or actions suggested by auto assist. Replies suggested by auto
assist are <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8761641980698#topic_eck_hmp_22c" target="_blank">automatically adapted to the conversation's tone
and writing style</a> so that agents can reduce the time spent editing
responses. When making suggestions, auto assist takes into account all public ticket
comments in the conversation, including previously generated comments approved by
the agent. Suggestions are made in response to end-user comments only, though, not
agent comments.</p>
<p class="p">If your procedures include direct instructions for agents, then auto assist suggests
the instructions to agents when they need them based on the flow of their
conversation. Instructions are steps that agents should perform manually. For
example, your procedures might include instructions for checking your internal stock
management system if auto assist can't access it.</p>
<p class="p">To learn more about the agent experience with auto assist, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7051314237466" target="_blank">Using auto assist to solve tickets</a>.</p>
<div class="p">
<div class="note note" id="topic_vc1_r1h_b3c__note_wxz_ng5_wgc">
<span class="notetitle">Note:</span> Auto assist doesn’t work on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346" target="_blank">AI agent tickets</a>.</div>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rkr_344_xcc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding procedures for auto assist</h2>
<div class="body">
<p class="p">A procedure is a set of written steps that tells auto assist how to advise an agent
in solving a user's request. Auto assist can suggest replies on any topic, but to
achieve best performance, creating procedures is essential. You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738#topic_vs3_j44_xcc" target="_blank">write your own procedures,</a> or review,
edit, and publish <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10140109521178" target="_blank">AI-generated procedures</a>.</p>
<p class="p">You can link the following directly in procedures to ensure that auto assist makes
the right suggestion or performs the correct action for a user's request:</p>
<ul class="ul" id="topic_rkr_344_xcc__ul_uhl_x5z_13c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9174548349978#topic_ubt_qyr_k2c" target="_blank">Standard actions</a></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9174548349978#topic_a5n_ryr_k2c" target="_blank">Custom actions</a><p class="p">Custom actions are
currently limited to changing the ticket status and ticket assignee,
standard and custom ticket field updates, tag updates, custom API actions,
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855513857306" target="_blank">action flows</a>, and certain Shopify
actions.</p>
</li>
<li class="li">Macros, if they're available to all agents</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9422234636698" target="_blank">Agent instructions</a>, which tell agents
how to manually perform steps that auto assist can't</li>
<li class="li">Public help center articles or other procedures<p class="p">See <a class="xref" href="#topic_trn_d23_b3c">About help center content in procedures</a>.</p>
</li>
</ul>
<p class="p">You can also reference <a class="xref" href="#topic_mgt_xvz_13c">certain ticket
fields</a> in your procedures.</p>
<p class="p">Auto assist knows which procedures to follow for a given customer request as a result
of its LLM training. You don’t need to map specific procedures to specific intents
or other ticket metadata in order for auto assist to suggest replies or actions.
Instead, auto assist understands the content of a customer’s request out of the box
and can map it to an existing procedure, if one has been created that addresses the
topic the customer is asking about. </p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_mgt_xvz_13c">
<h3 class="title topictitle3" id="ariaid-title4">About ticket fields in procedures</h3>
<div class="body">
<p class="p">Auto assist has access to read the following standard ticket fields:</p>
<ul class="ul" id="topic_mgt_xvz_13c__ul_frj_pgv_s2c">
<li class="li">Assignee email</li>
<li class="li">Assignee name</li>
<li class="li">Brand</li>
<li class="li">Priority</li>
<li class="li">Requester email</li>
<li class="li">Requester name</li>
<li class="li">Status</li>
<li class="li">Subject</li>
<li class="li">Type</li>
<li class="li">Tags (can read and update but not remove)</li>
</ul>
<p class="p">The Priority, Type, and Tags standard fields can be updated by auto assist.</p>
<div class="p">Additionally, auto assist can read all custom ticket field types (except for
lookup relationship fields) and update the following custom field types:<ul class="ul" id="topic_mgt_xvz_13c__ul_ntx_4gq_s2c">
<li class="li">Checkbox</li>
<li class="li">Date</li>
<li class="li">Decimal</li>
<li class="li">Dropdown</li>
<li class="li">Number</li>
<li class="li">Regex</li>
</ul>
</div>
<p class="p">You can write procedures in plain language that references these ticket fields
and auto assist will use this information to suggest the best responses. </p>
<p class="p">For example, you can leverage ticket fields in auto assist procedures in the
following ways: </p>
<ul class="ul" id="topic_mgt_xvz_13c__ul_bpw_q1p_c2c">
<li class="li">Brand-aware procedures <ul class="ul" id="topic_mgt_xvz_13c__ul_pg3_r1p_c2c">
<li class="li">Select the correct refund duration from an existing procedure based
on the ticket brand (for example, Brand X is 20 days, but Brand Y is
30 days). </li>
<li class="li">Use the account verification procedure for Brand X because the
ticket brand is X. </li>
</ul>
</li>
<li class="li">Email confirmation <ul class="ul" id="topic_mgt_xvz_13c__ul_rtd_r1p_c2c">
<li class="li">If the requester’s email address is example@acme.com, proceed with
the refund process. </li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_trn_d23_b3c">
<h3 class="title topictitle3" id="ariaid-title5">About help center content in procedures</h3>
<div class="body">
<p class="p">You can insert the following help center content in a procedure: </p>
<ul class="ul" id="topic_trn_d23_b3c__ul_bym_tm3_b3c">
<li class="li">
<strong class="ph b">Articles</strong>: You can insert public, published articles in a procedure.
When you insert an article, you can choose which locale will be used.<p class="p">By
inserting an article in a procedure, you're telling auto assist that the
content of the article is important in the context of the procedure.
</p>
<p class="p">For example, say that a customer's order must be verified before
approving a refund. You can enter a step to gather information from an
article with the following wording:</p>
<p class="p">"Before approving the refund,
verify if the customer's order is meeting the requirements listed in
&lt;inserted article&gt;"</p>
<p class="p">Keep in mind that auto assist can't
comprehend images, URLs, or videos in articles. If an article relies on
this type of content, then auto assist won't be able to understand the
full picture.</p>
<p class="p">It's recommended to keep your help center articles
up to date so that auto assist can make the most accurate
suggestions.</p>
</li>
<li class="li">
<strong class="ph b">Procedures</strong>: You can insert published procedures in a procedure. When
you insert a procedure within a procedure, you're telling auto assist to
follow the steps in the linked procedure.<p class="p">For example, say that a customer
indicated they want to upgrade their subscription plan. You can enter a
step that links to a specific procedure based on some conditions with
the following wording:</p>
<p class="p">"If the customer indicated they want to
upgrade their subscription plan, follow step X of &lt;inserted
procedure&gt;"</p>
</li>
</ul>
<p class="p">You can insert up to four pieces of help center content into a procedure. For
example, add a mix of articles and procedures, such as three articles and one
procedure. </p>
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</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_gfy_bbh_pgc">
<h2 class="title topictitle2" id="ariaid-title6">Understanding how auto assist makes suggestions</h2>
<div class="body">
<p class="p">Auto assist can suggest replies and actions based on the information provided in
procedures and its generic LLM training information. It can also suggest replies
based on your public help center articles, or similar solved tickets, when a
relevant procedure or article isn't available. It can't suggest replies or actions
based on other sources.</p>
<p class="p">Auto assist can suggest replies on any topic based on the following sources:</p>
<ol class="ol" id="topic_gfy_bbh_pgc__ol_phs_bpk_c3c">
<li class="li">AI-generated procedures or procedures that you've created. Procedures are
essential to achieving the best performance. <p class="p">Auto assist uses this procedure
content, along with its built-in LLM training, to generate suggested replies
or actions, which it then presents to agents as they work on tickets in the
Agent Workspace.</p>
<p class="p">Procedure content can also include direct agent
instructions. These types of instructions are steps that agents should
follow and perform manually.</p>
</li>
<li class="li">If a relevant procedure isn't found, then auto assist uses your public help
center articles to generate suggested replies. Only articles with a brand and
language matching the ticket brand and language are used for reply generation.
For example, if the brand on a ticket is Obscura, then only articles with the
Obscura brand are considered.</li>
<li class="li">If a relevant procedure or help center article isn’t available, then auto assist
uses similar solved tickets to generate suggested replies.</li>
</ol>
<p class="p">Auto assist suggestions appear in tickets in the Agent Workspace interface in place
of the composer. If you have permission, you can view the source auto assist used to
generate the suggestion. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7051314237466#topic_abz_r5t_khc" target="_blank">Viewing sources for auto assist
suggestions</a> to learn more.</p>
<p class="p"><img class="image img-screenshot" id="topic_gfy_bbh_pgc__image_ggn_kf5_khc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_auto_assist_suggestion_sources.png" width="600"></p>
<p class="p">If you don't have permission to view an auto assist suggestion's source, then refer
to the list above to understand what source may have been used to generate the
suggestion.</p>
<p class="p">Examples where auto assist can suggest replies include:</p>
<ul class="ul" id="topic_gfy_bbh_pgc__ul_ify_bbh_pgc">
<li class="li">Advising the customer on buying a product or service sold by your company </li>
<li class="li">Explaining a business policy to the customer </li>
<li class="li">Helping the customer troubleshoot a problem with a product </li>
</ul>
<p class="p">Examples of procedures where auto assist can suggest replies and actions include: </p>
<ul class="ul" id="topic_gfy_bbh_pgc__ul_jfy_bbh_pgc">
<li class="li">Checking the status of a current order in Shopify, or canceling and refunding
specific items or whole orders in Shopify </li>
<li class="li">Querying and modifying your own internal business systems or performing
third-party actions via API</li>
</ul>
<div class="p">Examples of procedures where auto assist can suggest direct agent instructions you've
written include:<ul class="ul" id="topic_gfy_bbh_pgc__ul_kfy_bbh_pgc">
<li class="li">Telling an agent to check your internal stock management system and adding a
refunded item as 'back in stock'</li>
<li class="li">Instructing an agent on how to create and validate a new user account in
your company's human resources system</li>
</ul>
</div>
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