About agent copilot

What's my plan?

Add-on | 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?

Who can use agent copilot?

How do I turn on agent copilot?

Where can I learn more?

Related articles:

Agent copilot resources

Migrating to the new agent copilot experience

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 macro badges and confidence levels

Enhance writing

Tone of voice

Ticket summaries

Quick answers

Similar tickets

Merging suggestions

Intelligent triage predictions

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 macro badges and confidence levels

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 uses generative AI to improve the content of agent comments 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.

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.

Simplify (help center only): Changes the selected content of a help center article to be clearer and more concise.

Summary (help center only): Displays a concise description of a help center article’s content.

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

Tone of voice

Tone of voice uses 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/eponyms 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.

Quick answers for Agent Workspace

Quick answers for Agent Workspace provide AI-generated answers to agents’ searches within Knowledge in the context panel. Agents can then copy the answer directly into the ticket or click the link to the source article that contains the generated answer.

For more information, see Using quick answers for generative search in tickets.

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

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

Entity detection allows you to define and detect unique information in tickets and messaging conversations. You can then use that information to populate associated custom ticket fields and power automated workflows and reports.

For more information, see Automatically detecting unique information in tickets.

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.

Who can use agent copilot?

Any account with the Copilot add-on is eligible to use agent copilot. However, certain features within agent copilot have additional requirements. See the feature-specific articles linked below for details.

How do I turn on agent copilot?

If you purchased the Copilot add-on, formerly known as Advanced AI, on or after October 9, 2024, agent copilot is already available in your account. Some individual features need to be turned on, while others are turned on by default.

See the following articles for details:

Auto assist: Turning on and configuring auto assist

Suggested first replies: Turning on suggested first replies

Suggested macro badges and confidence levels: Turning on suggested macros

Enhance writing: Turning on the enhance writing generative AI feature

Tone of voice: Turning on the tone of voice generative AI feature

Ticket summarization: Turning on ticket summarization

Quick answers: Turning on quick answers for Agent Workspace

Similar tickets: Turning on similar tickets

Merging suggestions: Turning on merging suggestions

Intelligent triage predictions: Automatically detecting customer intent, language, and sentiment

Entity detection: Automatically detecting unique information in tickets

If you purchased Copilot, formerly known as Advanced AI, before October 9, 2024, you might already be using legacy versions of the features included in agent copilot. Your current experience with these features won’t change until you opt in to agent copilot. However, at any time, you can opt in to receive access to all of the new and upgraded features included in agent copilot. See Migrating to the new agent copilot experience for details.

Where can I learn more?

For more about agent copilot, see Agent copilot resources.