| Announced on | Rollout starts | Rollout ends |
| October 9, 2024 | October 7, 2024 | October 14, 2024 |
Zendesk is thrilled to announce agent copilot, a set of AI-powered features focused on making your agents more productive while still allowing them to provide a high level of customer service.
This announcement contains the following topics:
What’s changing?
Agent copilot is the new name for a set of existing, upgraded, and new AI features that are designed to make agents as efficient as possible. These features surface helpful insights and proactively suggest next steps, increasing agent efficiency as well as customer satisfaction.
The following features are included in agent copilot:
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Auto assist: Uses large language model (LLM) technology to understand the contents of submitted tickets and make suggestions to your agents on how to solve them. These suggestions can be replies that the agent should send to the customer, or actions that the agent should take, including actions to interact with your backend or third-party systems. Auto assist can even execute agent-approved actions for them. (This feature was previously known as agent copilot during its EAP.)
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Suggested first replies: Uses generative AI to suggest a first response for agents in tickets based on existing macros and help center articles.
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Suggested macro badges and confidence levels: Enhances existing suggested macro functionality by bringing agents’ attention to macros that may help them solve tickets.
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Enhance writing: Improves the content of agent comments and help center content.
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Ticket summaries: Recaps the public comments that have been added to a ticket so far, helping agents get up to speed and respond to customers more quickly.
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Quick answers: Provides AI-generated answers to agents’ searches within Knowledge in the context panel. (This feature was previously known as generative search for Agent Workspace.)
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Similar tickets (EAP): Shows agents a list of tickets similar to the one they’re currently working on.
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Merging suggestions: Identifies tickets that might be potentially merged with the ticket the agent is currently working on.
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Intelligent triage predictions: Gives agents additional context about the ticket, including intent, language, and sentiment, that helps them resolve customer requests more quickly.
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Entity detection (EAP): Allows you to define and detect unique information in tickets and messaging conversations.
For more, see About agent copilot.
Why is Zendesk making this change?
Our mission is to power exceptional service for everyone on the planet—and that includes your agents. By providing AI-powered context and suggestions, agent copilot helps agents solve customer requests more quickly and easily.
What do I have to do?
Agent copilot requires that you have the Advanced AI add-on.
If you purchased Advanced AI before October 9, 2024, you might already be using legacy versions of the features now included in agent copilot. Your current experience with these features will not change until you opt in to agent copilot. However, at any time, you can opt in to receive access to all of the new and upgraded features included in agent copilot. For details, see Migrating to the new agent copilot experience for details.
If you purchase Advanced AI on or after October 9, 2024, agent copilot is already available in your account, but its individual features need to be turned on. For details, see How do I turn agent copilot on?
If you’ve signed up for an early access program (EAP) for any of the features included in agent copilot, you can use those features for as long as the EAP lasts or until the grace period has ended. Emails will be sent to let you know when this grace period will end, at which point you’ll need to purchase the Advanced AI add-on to retain access to the features.
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.