Using real-time AI suggestions in Contact Center

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.


What's my plan?






Add-on

Contact Center









Add-on

Copilot






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.
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.
If you're using Zendesk Voice, see Using real-time AI suggestions for voice calls.
This article contains the following topics:


About real-time AI suggestions for calls


Generating real-time AI suggestions during a call




About real-time AI suggestions for calls

When you turn on live voice transcripts in Contact Center and you have
Zendesk Copilot, 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.
The AI provides a natural language answer, supported by information from one or more
articles. When agents request suggestions, these appear in the Knowledge tab
in the ticket as digestible, bite-sized pieces of information, helping agents stay
focused during the call.

Note: In Admin Center, Generate live suggestions during phone calls is
always on, regardless if you turn it on or off. To opt out, submit a request to
Zendesk Customer Support.


Considerations for using real-time AI suggestions for calls

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.




Generating real-time AI suggestions during a call

Now that you've set up live suggestions in Contact Center, you can start generating
suggestions during phone calls.
To generate live suggestions during a phone call


In Agent Workspace, during an active phone conversation, click View
knowledge suggestions in the ticket.

The live suggestions open in the Knowledge panel.



(Optional) Review the suggestions and upvote ( ) or downvote ( ), the suggestions by
clicking the appropriate icon below the suggestions.
Upvote when the suggestion is accurate and helpful and downvote when it’s
off‑topic, incorrect, or outdated. If the conversation has shifted, click
refresh ( ) first. Your votes
improve future suggestions.


(Optional) Click refresh ( ) to regenerate
suggestions.

Tip: Regenerating a suggestion can be useful if the conversation has
evolved or pivoted to a new topic, and agents require additional
help.




{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/10143999626394-Using-real-time-AI-suggestions-in-Contact-Center",
"url": "https://support.zendesk.com/hc/en-us/articles/10143999626394-Using-real-time-AI-suggestions-in-Contact-Center",
"headline": "Using real-time AI suggestions in Contact Center",
"description": "You can generate real-time AI suggestions during calls by using live voice transcripts and AI analysis of help center content to assist agents with relevant information for resolving customer issues.",
"articleSection": "Using Contact Center",
"datePublished": "2026-01-07T19:53:26+00:00",
"dateModified": "2026-04-10T18:45:28+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/10143999626394-Using-real-time-AI-suggestions-in-Contact-Center"