Getting started with AI features in the Zendesk Copilot add-on


What's my plan?

Add-on
Copilot

Zendesk AI is the intelligence layer of the Zendesk platform. Built on billions of points of customer-service data, Zendesk AI enhances every part of your service experience with productivity tools for agents and new insights and instant actions for admins. This article introduces you to all the AI-powered features Zendesk has to offer in the Copilot add-on. It shows you how to leverage these features to achieve your business goals, walks through the key items you need to set up the Copilot add-on, and gives you guidelines on where to find more information.
Tip: For information on other AI features that are still in early access programs (EAPs), see Current and upcoming Zendesk betas and early access programs (EAPs). This article contains the following topics:
Using AI to empower agents and improve efficiency
Using AI to route tickets and provide faster service
Related articles:
About Zendesk Copilot
Resources for Zendesk Copilot
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Zendesk AI and Copilot at a glance

Zendesk offers two levels of AI functionality to meet your business needs:



Zendesk AI, included with standalone product and Suite
plans, with specific features varying by plan level


Zendesk Copilot, available as an add-on for Suite and
Support Professional and above plans



The table below summarizes the features included in each level.





Automate customer interactions with AI agents
Assist agents to solve issues faster
Optimize your service workflows




Zendesk AI


Included with Suite plans, with specific features varying
by plan level




Conversation bots


Autoreplies with articles


Generative replies


Suggested intents
when creating answers


Intent suggestions
for unanswered questions




Suggested macros
for agents


Knowledge in the context panel




Semantic search
in the help center






Zendesk Copilot


Available as an add-on for Suite and Support Professional
and above








Auto assist


Suggested first replies


Quick answers for Agent Workspace


Ticket summaries


Intent, language, and sentiment predictions


Enhance writing


Merging suggestions




Intelligent triage


Macro suggestions
for admins


Autoreplies
and
Internal note
trigger actions


Generative AI for help center


Generative AI for voice





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Using AI to empower agents and improve efficiency
Your agents have a lot on their plates these days. Give them the tools they need to succeed right out of the gate with a roundup of AI-derived intelligence, such as a ticket summary and user sentiment, in an easily accessible side panel.
You can save them time in other ways, too. Proactively suggest tickets they can merge together to solve multiple customer requests at once. Or for agents who take calls, give them tools that automatically transcribe and summarize the content of the call they just finished, saving them precious wrap-up time.


Give agents their own AI-powered assistant

Auto assist is an AI-powered assistant that helps agents solve tickets faster. 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.

Benefits


Spend less time on repetitive tickets by following automatically generated guidance from auto assist.

Solve tickets in a more consistent way based on admin-configured procedures.

Take actions on behalf of the agent after the agent has reviewed and approved them.

Prerequisites
You must have configured procedures and (optionally) actions.
Show me how

Using auto assist to help agents solve tickets
Turning on and configuring auto assist
Creating and managing procedures for auto assist
Creating and managing actions for auto assist
Workflow recipe: Canceling and refunding a Shopify order with auto assist

Explore recipe: Reporting on the auto assist feature of agent copilot




Get the conversation started

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.

Benefits

Increase first response times by giving agents the right words to get the conversation started, ultimately helping them resolve customer requests more quickly.
Show me how

Using AI to generate a first reply in a ticket
Turning on suggested first replies

Explore recipe: Reporting on suggested first replies




Get agents up to speed with a ticket quickly

Ticket summaries, intelligent triage predictions, and enhanced suggested macros work together to give agents AI-powered insights and suggestions to help solve the customer’s issue faster.

Benefits


Get agents up to speed quickly with a ticket by using the summarize feature to recap all the public comments that have been added to the ticket so far.

Give agents access to insights on customer intent, sentiment, and language to find the best resolution quickly.

Suggest the most relevant macros to apply so agents can respond and solve issues faster.

Prerequisites
You must be using intelligent triage and (optionally) suggested macros.
Show me how

Viewing intelligent triage predictions
Summarizing ticket comments using generative AI

Applying suggested macros to a ticket




Boost agent productivity when responding to tickets

Agents can use the expand feature in the composer to save time while responding to a customer. Additionally, agents can change the tone of their comment to make it either more conversational or more professional, depending on the tone dictated by your company’s brand.

Benefits


Decrease the time agents need to craft a response to a customer request.

Turn brief bullet points into a comprehensive response that addresses a customer need.

Enhance the tone of agent responses to maintain brand consistency across your support team.

Show me how

Expanding a comment you're composing

Changing the tone of a comment you're composing




Help agents address common issues consistently

Suggested macros help agents find existing macros to apply to a ticket based on the content of that specific ticket.

Benefits

Give agents the right macros to quickly find resolutions for customers, all from their centralized workspace.
Prerequisites
Your account must have enough macro usage data.
Show me how

Enabling and disabling suggested macros
Using suggested macros

More information
Macros resources



Suggest tickets that can be merged together

Merging suggestions identify tickets that can be merged with the ticket the agent is currently working on. These suggestions appear in the context panel within a ticket.

Benefits

Proactively identify tickets to be merged into the ticket an agent is currently working on, helping them solve multiple customer requests at once.
Show me how
Merging related tickets based on suggestions



Help agents wrap up calls faster

Generative AI for voice allows you to transcribe and summarize voice call recordings in Zendesk Talk using generative AI. This frees up agents from having to manually write call notes during and after a call. Instead, they can focus directly on solving customer problems and move efficiently from call to call.

Benefits


Automatically convert call recordings to text and save the transcript to the ticket conversation log for added context after a call ends.

Create a concise, AI-generated summary of the call transcript and save the summary to the ticket conversation log.

Prerequisites
You must have the Copilot add-on.
Show me how
Using generative AI to create call summaries on tickets




Using AI to route tickets and provide faster service
Generally speaking, the faster service you provide, the happier your customers will be. Use Zendesk’s AI features to quickly route tickets to the right agents the first time, saving an average of 45 seconds per ticket compared to manual triage. Even better, deflect easily answered tickets altogether, giving your agents time to focus on more complex customer interactions.
Plus, supply agents with the right words to address commonly asked customer questions quickly. You can even give them a helping hand with just-in-time internal guidance about how to handle tricky tickets.


Route tickets based on customer needs

Using intelligent triage, you can automatically route Support and messaging tickets to the right teams based on what the ticket is about (its intent), the language it's written in, whether the customer's message is positive or negative (its sentiment), or a combination of all three.

Benefits


Eliminate manual triage by automatically categorizing incoming requests with the customer’s intent, language, and sentiment, saving 30-60 seconds on each request.

Power automated routing workflows that send incoming requests to the appropriate agent the first time.

Automate responses to customers, allowing them to self-serve and solve their own requests.

Proactively request missing information so agents can save time and manual effort.

Get deeper reporting insights to better understand your customers and optimize your operations.

Show me how

Automatically detecting customer intent, language, and sentiment
Choosing a routing method for automatically triaged tickets

Examples
Intelligent triage use cases and workflows
Best practices
Analyzing intelligent triage results and taking action
More information
Intelligent triage resources



Deflect easily answered customer requests

Autoreplies with intelligent triage let you create custom responses to customer email requests based on AI predictions about intent, language, and sentiment. You build autoreplies with intelligent triage using the Autoreply trigger action.

Benefits

Automatically deflect a greater share of customer queries, freeing agents up to work on more complex customer requests.
Prerequisites
You must be using intelligent triage.
Show me how
Adding a public comment to a ticket using a trigger



Provide internal guidance to agents

You can create a trigger that automatically adds an internal note to a submitted ticket that meets certain conditions. For example, you could configure a trigger to look for tickets with a negative sentiment and add an internal note that gives the agent information about handling or escalating delicate customer service situations.

Benefits

Provide agents with helpful process reminders or other information, speeding up agent onboarding and supporting ongoing training.
Prerequisites
You must be using intelligent triage.
Show me how
Adding an internal note to a ticket using a trigger






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