Preparing to use Copilot in Contact Center

Zendesk Copilotis a set of features that expand on the AI included in the Zendesk Suite.


What's my plan?







Add-on

Contact Center







Summary: ◀▼
You need both the Contact Center and Copilot add-ons to use AI features like ticket summaries and intelligent triage. These features help you quickly review customer interactions and automatically classify tickets by topic, sentiment, and language. To use them, enable real-time analytics, transcriptions, ticket summaries, and configure intelligent triage settings for better workflow automation and reporting.






You must have both the Contact Center add-on
and the Copilot add-on to use the features described in this
article.

Zendesk Copilot is a set of features that expand on the AI
included in the Zendesk Suite.
You can use the following Copilot features with Contact Center:


Ticket summaries: Summarizes customer interactions, so agents can
quickly catch up on conversation highlights without digging through every
message.

Intelligent triage: Analyzes tickets to automatically determine
topic, sentiment, and language. You can use this information to create efficiencies,
including automating workflows, organizing views, and creating reports.



Using Copilot with Contact Center

Before you can use Copilot with Contact Center, you need to complete the following tasks:
Enable real-time analytics and transcriptions for all relevant contact
flows. Copilot requires real-time transcriptions generated by Contact Lens.
See Amazon's documentation.
Enable ticket summaries. See Turning on AI-generated ticket
summaries.
Configure topic, sentiment, and language for intelligent triage. See Automatically classifying tickets with
intelligent triage.




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