Using real-time AI suggestions in Contact Center

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<p id="docs-hc-snippet" style="display: none;">Real-time AI suggestions for calls in Zendesk Contact Center gives your agents immediate, context-aware suggestions about how to assist the customer they’re talking to. These suggestions are pulled from your organization’s Zendesk help center including any support articles, policies, troubleshooting guides, and internal FAQs you may have.</p>
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<strong>Add-on</strong>
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<td>Contact Center</td>
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<strong>Add-on</strong>
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<td>Copilot</td>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Real-time AI suggestions give you call-specific help during active conversations by analyzing live transcripts and surfacing relevant help center content, policies, troubleshooting guides, and FAQs. You can view suggestions in the Knowledge panel, mark them helpful or not helpful, and regenerate them as the call changes. This helps you resolve issues faster and give customers better support.</p>
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<p class="p">Real-time AI suggestions for calls in Zendesk Contact Center gives your agents immediate,
context-aware suggestions about how to assist the customer they’re talking to. These
suggestions are pulled from your organization’s Zendesk help center including any
support articles, policies, troubleshooting guides, and internal FAQs you may have.</p>
<p class="p">This feature gives agents the support they need to resolve customer issues efficiently
and confidently on calls. Using this feature, agents can resolve calls faster and
provide a better support experience.</p>
<p class="p">If you're using Zendesk Voice, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9752130101914" target="_blank">Using real-time AI suggestions for voice calls</a>.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic_tbr_z4t_whc__ul_vbm_1pt_whc">
<li class="li">
<a class="xref" href="#topic_hzk_wmx_5gc">About real-time AI suggestions for calls</a>
</li>
<li class="li">
<a class="xref" href="#topic_x4j_bxl_tgc">Generating real-time AI suggestions during a call</a>
</li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hzk_wmx_5gc">
<h2 class="title topictitle2" id="ariaid-title2">About real-time AI suggestions for calls</h2>
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<p class="p">When your admin turns on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459081200538" target="_blank">live voice transcripts</a> in Contact Center and you have
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Zendesk Copilot</a>, calls are transcribed
into text in real time and agents can request suggestions to advance the ticket
while on the call. Generative AI analyzes the live transcript to determine the
reason for the customer’s call. Then it automatically searches the help center for
relevant articles to help resolve the issue.</p>
<p class="p">The AI provides a natural language answer, supported by information from one or more
articles. When agents request suggestions, these appear in the <strong class="ph b">Knowledge</strong> tab
in the ticket as digestible, bite-sized pieces of information, helping agents stay
focused during the call.</p>
<p class="p"><img class="image" id="topic_hzk_wmx_5gc__image_lcs_ftw_whc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_call_suggestion_realtime.png" width="600"></p>
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<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_isj_mbm_tgc">
<h3 class="title topictitle3" id="ariaid-title3">Considerations for using real-time AI suggestions for calls</h3>
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<p class="p">Before you start generating real-time suggestions, to get the best results, it's
important that your help center articles cover the most common topics for which
you provide support. Otherwise, generative AI models might not be able to
provide useful suggestions to agents.</p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_x4j_bxl_tgc">
<h2 class="title topictitle2" id="ariaid-title4">Generating real-time AI suggestions during a call</h2>
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<p class="p">Now that you've set up live suggestions in Contact Center, you can start generating
suggestions during phone calls.</p>
<p class="p"><strong class="ph b">To generate live suggestions during a phone call</strong></p>
<ol class="ol" id="topic_x4j_bxl_tgc__ol_ecm_1pt_whc">
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<p class="p">In Agent Workspace, during an active phone conversation, click <strong class="ph b">View
knowledge suggestions</strong> in the ticket.</p>
<p class="p"><img class="image" id="topic_x4j_bxl_tgc__image_rmn_gtw_whz" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_call_ongoing_suggestions_view.png" width="600"></p>
<p class="p">The live suggestions open in the Knowledge panel.</p>
<p class="p"><img class="image" id="topic_x4j_bxl_tgc__image_rmn_gtw_whc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_call_suggestion_realtime_knowledge.png" width="300"></p>
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<li class="li">
<p class="p">(Optional) Review the suggestions and:</p>
<ul class="ul" id="topic_x4j_bxl_tgc__ul_b3r_pl1_gkc">
<li class="li">Click Helpful (<img class="image" id="topic_x4j_bxl_tgc__image_o41_cl1_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cp-t-icon-3.png" width="20">) when a suggestion is accurate
and helpful.</li>
<li class="li">Click Not helpful (<img class="image" id="topic_x4j_bxl_tgc__image_s44_cl1_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cp-t-icon-2.png" width="20">) when a suggestion is off-topic,
incorrect, or outdated.</li>
</ul>
<p class="p">Your feedback may be used to train future
versions of the model and improve suggestions over time.
Improvements based on your feedback might not appear
immediately.</p>
</li>
<li class="li">(Optional) Click Regenerate (<img class="image" id="topic_x4j_bxl_tgc__image_elm_rl1_gkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cp-t-icon-1.png" width="20">) if the conversation has shifted or you
want updated suggestions.
<div class="note tip">
<span class="tiptitle">Tip:</span> Regenerating a suggestion can be useful if the conversation has
evolved or pivoted to a new topic, and you require additional help. </div>
</li>
</ol>
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