| Announced on | Rollout starts | Rollout ends |
| April 17, 2024 | May 15, 2024 | August 16, 2024 |
We’re excited to announce an early access program (EAP) for Agent copilot that is available for our customers with the Advanced AI add-on.
This announcement answers the following questions:
What’s changing and why?
Agent copilot proactively suggests replies and actions to agents based on simple text procedures created for copilot by admins. Agents can accept or edit these suggestions. When a reply is accepted, it will be sent to the end user in the name of the agent. If an action is accepted, Agent copilot will execute it so that the agent doesn’t have to.
This way, agents save time on coming up with next steps or actions and instead just supervise the copilot, freeing up their time to focus on more meaningful and complex tasks.
We are opening up sign-ups for the Agent copilot EAP to all Zendesk customers with the Advanced AI add-on. After May 15, we will reach out to selected customers. Everyone with the add-on can sign up, but we will be prioritizing customers who meet the following criteria:
- Have turned on intent predictions
- Operate in the e-commerce industry
- Use Shopify as their main web store
- Are willing to process order cancellations and refunds with the help of Agent copilot
To sign up, submit the EAP form and select Agent copilot from the list of available options.
How will this affect me?
If you are selected for participation, a Zendesk representative will reach out to invite and onboard you into Agent copilot. Once onboarded, you will be able to process order cancellations and refunds with the help of Agent copilot. You will have the ability to restrict Agent copilot to be present only for selected agents.
What do I need to do?
After you sign up for the EAP, there is nothing more to do. A Zendesk representative might reach out to you between May 15 and August 15, 2024, but this is not guaranteed. After this time period, we are planning to broaden the access to Agent copilot by opening up to more industries and use cases.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.