Preparing to use Copilot in Contact Center

You must have 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 Zendesk for Contact Center:



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


Intelligent triage: Analyzes tickets
to automatically determine
intent, 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 intent, sentiment, and language for intelligent
triage. See
Automatically detecting customer intent,
sentiment, and language.