Optimizing workflows, tasks, and routing with AI recommendations

Add-on

Copilot

Summary: ◀▼

You receive AI-driven recommendations to automate tasks, improve workflows, and optimize routing based on ticket data like intent and sentiment. These suggestions help create triggers, clean up unused rules, enhance auto assist procedures, and manage omnichannel routing settings. You can review insights before applying changes, provide feedback on dismissed recommendations, and track implemented or dismissed suggestions in an archive for ongoing workflow optimization.

As you use Copilot in your account, personalized AI recommendations are provided to help you proactively identify opportunities to automate manual tasks, improve ticketing workflows, and configure your omnichannel routing setup.

These recommendations provide actionable guidance on creating triggers and autoreplies based on ticket intent, sentiment, and language, as well as suggestions for cleaning up unused business rules. Additionally, recommendations alert you when your account has new AI-generated procedure drafts and give suggestions for improving your auto assist set up. Copilot also recommends operational configurations, such as omnichannel routing (OCR) settings and capacity rules, to manage how work is distributed across your team.

This article includes these sections:

Understanding Copilot recommendations
Reviewing and implementing recommendations
Viewing the recommendations archive

Monitoring and optimizing effective AI setup in your account

Understanding Copilot recommendations

Copilot recommendations proactively identify opportunities to automate repetitive tasks, improve ticketing workflows, clean up unused business rules, and tailor Zendesk AI to your needs.

Your recommendations are updated weekly on the Recommendations page in Admin Center, in Admin Center Home, and contextually on relevant Admin Center pages.

These recommendations are categorized by the type of optimization they provide to your account:

Task automation: Suggestions for creating or updating triggers and autoreplies based on intelligent triage predictions such as intent, sentiment, language, and detected entities. Intelligent triage must be turned on and configured in your account to see these recommendations.
Workflow management: Suggestions to review and deactivate unused or redundant triggers, automations, and macros.
These recommendations help you manage your business rules and macros that build up over time.
Auto assist configuration: Guidance for improving your auto assist setup, including recommendations for reviewing procedures with a high takeover rate.
For example, say you have a procedure where agents took over in 42% of interactions. Copilot may make a recommendation to review the procedure.
AI-generated procedures: Alerts when your account has new AI-generated procedure drafts. These help improve auto assist quality and reduce the time you spend writing procedures. Each recommendation may contain up to three AI-generated procedure drafts per brand.
Procedure recommendations are based on your top ticket intents or common customer support issues, existing relevant solved tickets, and existing knowledge articles.
Omnichannel routing: Systemic recommendations for operational settings, such as capacity rules and routing queues, to manage how work is distributed across your team.

Supporting insights and actions

Before implementing a recommendation, you can view the information and data used to generate the suggestion. This helps you decide if the change aligns with your current goals and support strategy.

Supporting insights include:

Actions: Detailed information on what the recommendation will perform, such as routing a ticket to a specific group, updating ticket priority, or sending an automatic response.
Benefits: Expected results such as improved resolution times, reduced manual effort, or more standardized agent responses.
Triage and usage data: Information on how many tickets matched a specific intent or sentiment, and when a business rule or macro was last used in your account.

If you choose not to act on a recommendation, you can provide feedback about why you dismissed it. This helps ensure your future recommendations are more accurate and useful over time. As an admin, you always have full control over what recommendations are implemented in your account; any decisions and actions require your final approval.

Reviewing and implementing recommendations

You can review and implement recommendations from the Recommendations page or contextually on relevant pages in Admin Center. All Copilot customers will be able to see the Recommendations page, but you might not have recommendations.

To review and implement recommendations

In Admin Center, click AI in the sidebar, then select Admin copilot > Recommendations.
(Optional) To quickly find a recommendation type, click Filter. From the Feature menu, select one or more options, then click Apply filters.
To learn more and take action, click a recommendation to expand it.
Depending on your ticket data, the options available to you will differ:

Create a recommended trigger or autoreply

Click Review trigger.

The Create ticket trigger page opens with prefilled trigger information.

Review the prefilled information and enter a Trigger name and Trigger category. Click Create trigger.

Review an unused business rule or macro

Click the button to navigate to the relevant page.

Review the unused trigger, automation, or macro and delete it if necessary.

Improve an auto assist procedure

Click Edit procedure.

Edit the procedure as needed and click Publish.

Review an AI-generated procedure draft

Click the name of one of the procedures in the recommendation to open it in Knowledge admin.

Alternatively, click Review procedures to open your list of procedures in Knowledge admin.

You can review and edit the procedure draft and must publish it before it's available to auto assist. See Reviewing and publishing AI-generated procedures for auto assist.

Activate or update Omnichannel routing

Click Review routing settings.

For routing-related recommendations, clicking the action button takes you to a specific setting in the omnichannel routing configuration. Because routing is a connected system, you might need to update additional account configurations to ensure the recommendation works correctly. See Managing your omnichannel routing configuration to learn more.

When you're done, return to the recommendation and mark it as done.

Managing your list of recommendations

To keep your recommendation list organized, you can manage your active recommendations by marking them as done or dismissing them.

To manage your list of recommendations

In Admin Center, click AI in the sidebar, then select Admin copilot > Recommendations.
To manage recommendations you reviewed, open the Actions menu at the bottom of the recommendation. Depending on what action you took, you can:
- Select Mark as done if you've implemented the recommendation.
  
  The recommendation is removed from the list.
- Select Dismiss if you didn't take any action on the recommendation.
  The recommendation is removed from the list and you can optionally give feedback about why you dismissed it.
  
  It's important to share your feedback to help improve the accuracy and relevance of future recommendations.
You can access the recommendations you managed from the recommendations archive.

Viewing the recommendations archive

Recommendations that are marked as done or dismissed are preserved in your recommendations archive for you to review as needed.

Viewing your recommendations archive

In Admin Center, click AI in the sidebar, then select Admin copilot > Recommendations.
Click View archive.
Your Recommendations archive opens.
Click an archived recommendation to learn more.