AI Copilot
AI assistant that works alongside human agents to enhance productivity and decision-making. Provides real-time suggestions, automates repetitive tasks, and surfaces relevant information during customer interactions without replacing human judgment.
Human-AI Collaboration Model
AI Copilots represent a collaborative approach to AI in customer service. Rather than fully autonomous systems handling conversations independently, copilots augment human agents—acting as intelligent assistants that make agents faster, more consistent, and more effective.
The copilot monitors conversations in real-time, understands context, and proactively offers help: suggesting responses, pulling up relevant knowledge articles, identifying the right internal expert to loop in, or flagging potential compliance issues before they become problems.
Core Copilot Capabilities
- Response suggestions: Drafts contextually appropriate replies that agents can accept, edit, or reject
- Knowledge retrieval: Surfaces relevant documentation, similar past cases, and product information
- Workflow automation: Handles repetitive tasks like ticket categorization and data entry
- Quality assurance: Detects sentiment shifts, compliance risks, and coaching opportunities
When to Use Copilots vs. Autonomous Agents
Copilots excel when human judgment adds value: complex negotiations, emotionally sensitive situations, or cases requiring deep product expertise. They're particularly effective during AI adoption, helping agents transition to new workflows while maintaining quality. As organizations mature, many shift routine queries to fully autonomous AI Agents while copilots focus on high-value conversations where human expertise is irreplaceable.