An AI assistant that works alongside human agents in real time, suggesting replies, summarizing conversations, and surfacing relevant information to help agents respond faster.
Unlike AI agents that handle conversations autonomously, an AI Copilot assists human agents rather than replacing them. It runs in the background during conversations, analyzing context and providing helpful suggestions.
Key copilot capabilities include smart reply suggestions (AI drafts a response that the agent can edit and send), conversation summarization (instant summary of long threads), sentiment analysis (detecting customer mood), and knowledge base search (finding relevant articles in real time).
Copilot vs. AI agent
- AI Agent — handles conversations autonomously, end-to-end
- AI Copilot — assists human agents, who retain control
- Best practice: use AI Agents for routine queries, Copilot for complex ones
