• Understand your operations

  ° Use the intelligent triage dashboard to better understand why and what your customers are reaching out about, along with their sentiment to enhance your support workflows.

• Eliminate manual triage

  ° Use AI-powered detections to automatically assign requests to the right agent based on intent, sentiment, language and entity. This improves efficiency and organizes teams around expertise, streamlining your support workflows.

• Automate top recurrent requests

  ° Use your data to set up auto replies for common requests. This empowers customers to find answers on their own and reduce manual work for your team.

• Streamline operations

  ° Customizes SLAs based on customer intent and sentiment. Automatically request missing information and add comments or notes to tickets, reducing response times and improving efficiency.

• Save agents time with real-time suggestions

° The suggested first replies feature scans ticket comments and compares them against macros, help center articles, or LLMs to generate replies.

° Suggested macros recommend relevant macros based on similar tickets, helping agents respond faster.

° The merging suggestions feature helps identify related tickets and recommends merges or shows similar tickets for better ticket management.

• Automate tasks with proactive assistance

 ° Auto assist suggests relevant actions to agents. Upon approval, the system carries them out automatically.

• Improve your responses with customizable writing tools

° Writing tools can help you improve the content of your ticket comments in different ways such as rephrasing the content of your comment with additional language, simplifying, making it more friendly or formal, and many others.

           More Copilot info here

• Regularly review trends in tickets to identify opportunities in your workflows

  ° Analyze the distribution of detected intents and top contact reasons to understand where customers need the most help. Use sentiment trends to identify areas where customers may be frustrated or where workflows are breaking down.
  
  
  

• Share insights with your team to foster continuous improvement

  ° Build a habit of sharing reports with key stakeholders across ops, support, and leadership. Highlight successes and opportunities using metrics that matter most to your business and use these insights to inform new process changes or future AI rollout phases.
  
  

• Assess the effectiveness of AI tools and make necessary changes

  ° Gain insight into the adoption of these AI-powered tools for agents and easily identify top performers, as well as training opportunities.