Real-time AI suggestions for voice calls give your agents immediate, context-aware suggestions about how to assist the customer they’re talking to. These suggestions are pulled from your organization’s Zendesk help center including support articles, policies, troubleshooting guides, and internal FAQs.

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Real-time AI suggestions for voice calls give you live, context-aware help during calls by transcribing the conversation and pulling answers from your help center articles, policies, and FAQs. Agents can review, upvote, downvote, or regenerate suggestions in the Knowledge panel to resolve issues faster, stay focused, and improve call handling. Admins can turn the feature on for specific groups, with transcription and language matching requirements.

Important: There are additional costs involved in transcribing calls in real-time. See Zendesk number availability and pricing for real-time transcription costs.

Real-time AI suggestions for voice calls give your agents immediate, context-aware suggestions about how to assist the customer they’re talking to. These suggestions are pulled from your organization’s Zendesk help center including support articles, policies, troubleshooting guides, and internal FAQs.

This feature gives agents the support they need to resolve customer issues efficiently and confidently on calls. By using this feature, agents can resolve calls faster and provide a better support experience.

If you're using Zendesk Contact Center, see Using real-time AI suggestions in Contact Center.

This article contains the following topics:

  • Understanding real-time AI suggestions for voice calls
  • Considerations for using real-time AI suggestions for voice calls
  • Turning on real-time AI suggestions for voice calls
  • Generating real-time AI suggestions during a call

Understanding real-time AI suggestions for voice calls

When you turn on this feature, Zendesk transcribes calls in real time. When an agent requests a suggestion, generative AI analyzes the live transcript to determine the reason for the customer’s call. It then searches the help center for relevant content.

The feature returns a natural language response based on one or more help center articles. These suggestions appear in the Knowledge section of the context panel as digestible, bite-sized pieces of information, helping agents stay focused during the call.

Considerations for using real-time AI suggestions for voice calls

Before you start generating real-time suggestions, it’s important to understand the following considerations:

  • To get the best results, it is important that your help center articles cover the most common topics for which you provide support. Otherwise, generative AI models might not be able to provide useful suggestions to agents.
  • Your help center must have published articles that match the agent's language setting, including the region. Real-time AI suggestions automatically filter searches by the agent’s profile language. For example, if an agent's language is English (Canada) and articles exist only in English (United States), Zendesk will not provide any suggestions.
  • When you turn on this feature for a group of agents, calls to the agent group will be transcribed in real-time, even if agents in the assigned groups do not request AI suggestions. There are additional fees for real-time transcription (see note at the beginning of this article).
  • When a call is completed, the transcript and summary can be added to the ticket if the call summary feature is enabled on that phone line. See Using generative AI to create call summaries and transcripts on tickets.
  • The real-time transcript will be created based on the agent's Zendesk profile language. If agents have conversations in languages other than their Zendesk profile language, then the feature will not work. For example, if a phone conversation happens in English and the agent's Zendesk profile language is set to Spanish, then a transcript will not be generated.
  • Real-time transcription data will be processed in the US region and cannot be processed in other regions at this time.
  • It is not possible to redact PII (Personally Identifiable Information) such as names, emails, and addresses from real-time transcripts at this time.
  • For detailed information on transcription language support and other transcription-related questions, see Call transcription and Summarization FAQs

Turning on real-time AI suggestions for voice calls

Before agents can start receiving real-time suggestions, an admin needs to turn it on in Admin Center.

Note: Call recording is a prerequisite for transcription, as calls need to be recorded in order for them to be transcribed. See managing call recording options.

To turn on live suggestions

  1. In Admin Center, click AI in the sidebar, then select Agent copilot > Suggestions.
  2. On the Suggestions page, click Generate live suggestions during phone calls.
  3. Under Who has access, select the groups for which you want to turn AI suggestions on for.
  4. Click Save.

Generating real-time AI suggestions during a call

Now that you've turned live suggestions on, you can start generating suggestions during phone calls.

How to generate live suggestions during a phone call

  1. During an active phone conversation, click View Knowledge suggestions in the ticket.

    The live suggestions open in the Knowledge section.

  2. Review the suggestions and upvote (), downvote (), or regenerate () them by clicking the appropriate icon below the suggestions.
    Tip: Regenerating a suggestion can be useful if the conversation has evolved or pivoted to a new topic, and agents require additional help.
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