Real-time AI assistance for human support agents—surfacing knowledge, suggesting responses, automating actions, and providing coaching—so every interaction delivers expert-level service.
"We tracked it. Our top-performing agents resolve issues in an average of 4 minutes with 96% CSAT. Our average agent takes 11 minutes with 78% CSAT. Same tools. Same training. Same knowledge base. The difference? Our top agents know where to look, what to say, and when to escalate. They've internalized years of experience. The others are still building that intuition—searching, guessing, sometimes getting it wrong. We can't clone our best agents. We can't fast-forward experience. But we also can't afford 11-minute handle times and 78% satisfaction. We need a way to give every agent the instincts of our best agent. Not in six months. Not after years of experience. Right now. On every conversation."
— Director of Customer Support, B2B SaaS Company
Deploy an AI that works alongside your human agents—listening to every conversation, surfacing relevant knowledge instantly, suggesting expert responses, and automating routine actions—so every agent performs like your best agent.
Relevant articles, past tickets, and internal docs surface automatically as the conversation unfolds. No searching. No tab-switching. The right information appears the moment it's needed.
AI-generated response drafts based on conversation context, customer history, and best practices. Agents review, edit if needed, and send—cutting composition time by 70%.
Step-by-step guidance through complex issues, with escalation recommendations and next-best-action suggestions. Even new agents handle expert-level issues with confidence.
Relevant information appears automatically based on conversation content and customer context.
AI-drafted responses that agents can use, edit, or regenerate—maintaining voice while saving time.
Complete customer context at a glance—history, preferences, account details, and risk indicators.
Real-time emotional intelligence with coaching tips for handling frustrated or upset customers.
One-click execution of common actions—no system-switching, no copy-paste, no manual steps.
Real-time feedback and suggestions to help agents improve during every conversation.
New hire handles their first complex technical issue. Copilot surfaces relevant knowledge, suggests expert response, and guides them through resolution steps—delivering senior-level service on day 5.
"Customer asking about webhook retry behavior. Surfaced: KB-1247 (Webhook Retry Logic), KB-1892 (Debugging Failed Webhooks), similar ticket #45892 (resolved by Sarah, 94% CSAT). Suggested response: 'Great question! Our webhooks use exponential backoff with retries at 1, 5, 15, 30, and 60 minutes. After 5 failed attempts, we mark the endpoint as failing and pause delivery. You can check delivery status in your dashboard under Webhooks → Delivery Log. Would you like me to walk you through debugging the failures you're seeing?' Confidence: 92%. Alternative responses available. Quick actions: Open webhook logs, Check endpoint status, Generate test webhook."
Agent receives API integration issue. Instead of searching through documentation and past tickets, Copilot immediately surfaces the relevant incident report, similar resolved tickets, and recommended resolution.
"🚨 Known Issue Detected: Customer symptoms match INCIDENT-2847 (API Rate Limit Migration Bug). Status: Active, Engineering aware, fix ETA 2 hours. Affected: Enterprise accounts migrated after 11 PM UTC last night. This customer: DataFlow Inc., migrated 11:47 PM UTC. Recommended response: Acknowledge issue, explain cause, provide timeline, offer workaround (backup API key). Quick action available: Generate temporary unrestricted API key. Similar tickets: #78234 (4 min resolution, 98% CSAT), #78241 (3 min resolution, 100% CSAT). Do not escalate—known issue with workaround available."
Customer escalates with angry message about service outage impacting their business. Copilot detects negative sentiment, provides de-escalation guidance, and suggests empathetic response.
"⚠️ Sentiment Alert: Customer frustration detected (sentiment score: 18/100). Key triggers: 'unacceptable', 'losing money', 'considering alternatives'. Customer context: GlobalRetail Corp, Enterprise ($240K ARR), renewal in 45 days, health score dropped from 87 to 64 this month. De-escalation guidance: (1) Acknowledge impact immediately—don't defend or explain yet. (2) Validate their frustration—it IS unacceptable. (3) Provide concrete action and timeline. (4) Offer compensation proactively. Suggested opening: 'I completely understand your frustration, and you're right—this level of service disruption is not acceptable for a business like yours. Let me tell you exactly what's happening and what we're doing to fix it right now.' Manager alert: Sent to Jennifer (Team Lead). CSM notification: Sent to Marcus (Account Manager)."
Same billing question asked to different agents throughout the day. Copilot ensures consistent, accurate, on-brand responses regardless of who handles the conversation.
"Query: 'How do I upgrade my plan?' Detected 23 times today across 14 agents. Response consistency before Copilot: 67% (varied pricing mentioned, different upgrade paths, inconsistent discount offers). Response consistency with Copilot: 98% (all agents using approved pricing, correct upgrade path, authorized discount structure). Quality metrics: Average handle time: 2.1 minutes (down from 4.7). CSAT for this query type: 94% (up from 81%). Escalation rate: 2% (down from 12%). Copilot suggestion acceptance rate: 89%. Most common edit: Adding personal touches while keeping core information."
Appears within your existing support tool—no tab-switching, no context loss.
Responses and knowledge surface in under 500ms—faster than agents can search.
Suggestions match your tone, terminology, and communication style.
Actions and information respect agent roles and authorization levels.
Improves from agent edits and feedback—getting smarter with every conversation.
Assists in 30+ languages with culturally appropriate suggestions.
Track suggestion acceptance, time savings, and quality improvements.
Clear indication of suggestion reliability so agents know when to verify.
Works across chat, email, phone, and social—consistent assistance everywhere.
Reports to: Support Operations Manager
Availability: During agent shifts
Scope: All human-handled conversations
Complete specification including knowledge sources, suggestion rules, and coaching parameters.
Download .docxConfigure knowledge sources, customize suggestion style, and define coaching rules and escalation triggers.
Pay once. Own the asset. Full source code. Deploy for all your agents.
All conversations, suggestions, and performance data never leave your infrastructure.
New suggestion models, knowledge connectors, and coaching improvements.
Configure knowledge sources, brand voice, action permissions, and coaching rules.
Deploy the Agent Assist Copilot on your infrastructure. Every agent performs like your best agent. Every conversation delivers expert service.
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