Welcome to Your Zendesk Copilot onboarding journey

Unlock the full potential of your AI-Powered customer support


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Onboarding Steps Overview

Step-by-step guide to success

Follow these steps to get started and launch your Zendesk Copilot

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Icon_List_Stroke_72px.png Step 1: Review your copilot overview page

Turn AI insights into action - the copilot overview page helps to streamline your copilot setup, pinpoint areas of opportunity and provide visibility into performance and adoption.

Review the following:

  • Follow step-by-step guidance to set up key AI features like intent, entity, and auto assist
  • See what’s enabled and what still needs configuration with the feature checklist
  • Monitor usage metrics like Copilot-assisted tickets and triaged conversations
  • Review AI-powered recommendations to automate manual tasks like automating responses or setting smart routing rules

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Icon_Automation_Stroke_72px.png Step 2: Utilize Intelligent triage

Optimize your service operations with intelligent triage.

Action Items:

  • 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.

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Icon_ConversationalTools_Stroke_72px.png Step 3: Discover your AI-powered agent tools

Explore the features of copilot for enhanced agent experiences.

Action Items:

  • 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

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Icon_Data_Stroke_72px.png Step 4: Learn how to leverage AI-powered analytics

Easily measure agent AI usage and adoption and cross-reference with overall agent performance.

Action items:

  • 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.

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Icon_Idea_Stroke_72px.png Step 5: Enhance your knowledge

Optimizing your knowledge base is essential for providing effective self-service options to your customers. 

Action items:

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Speakers section



Lucas Gould

CEO and Co-founder
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Elmer Sherman

Co-founder and Head of Innovation
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Jenna Todd

Co-founder and VP of Engineering
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Zackary Becker

VP of Product
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Bobbi Blair

Chief Executive Cheesemonger
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Amirah Yoder

Aspiring Sommelier
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