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Copilot for Zendesk

AI that helps agents work faster without losing quality

Copilot suggests replies, surfaces knowledge, adjusts tone, and summarizes threads, but agents stay in control. It's assistance, not automation.

Help me with AI

Why most copilot implementations fail

AI copilot sounds great: instant reply suggestions, knowledge surfacing, tone adjustment. But most implementations feel clunky. Suggestions appear at the wrong time, sound robotic, or take more effort to edit than writing from scratch.

Good copilot setup starts with understanding agent workflow. When do agents actually need help? What makes a suggestion useful vs distracting? How do you train AI on your brand voice? Without this groundwork, copilot becomes noise instead of help.

Accordian_Product_Customer_Insights_Copilot_001__en_us

What good copilot delivers

Faster responses

Hundreds of repetitive questions that follow predictable patterns
Consistent brand voice

AI learns your tone and style, suggestions match your standards
Less cognitive load

Agents spend mental energy on thinking, not typing or searching

 

Copilot features we implement

AI assistance that fits agent workflow
Reply suggestions

AI drafts responses based on ticket context, past conversations, and knowledge base
Tone adjustment

Rewrite responses to match brand voice. Empathetic, formal, concise, friendly
Knowledge surfacing

Relevant help articles and internal docs appear contextually in sidebar
Thread summaries

Auto-generate summaries of long conversations so agents catch up quickly
Macro recommendations

Suggest which macro to use based on ticket type and content
Sentiment detection

Alert agents when customer tone shifts to frustration or urgency

Copilot helps agents think, not just type

The best copilot features reduce grunt work, searching for articles, remembering policy wording, formatting responses. So agents can focus on empathy and problem-solving.

  • Agents stay in control, AI offers options
  • Suggestions improve with usage and feedback
  • Brand voice and policy compliance built in
  • No disruption to natural workflow

Result: faster resolution without quality drop or robotic responses.

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Team Copilot Zendesk
 
 

See copilot in action

Watch how well-configured copilot helps agents resolve tickets faster while maintaining quality and brand voice, without interrupting natural workflow.

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Prioritise and route customer enquiries intelligently

 

No more tedious manual sorting. Zendesk AI intelligently prioritises and routes, ensuring that critical issues receive immediate attention by detecting the following:

  • Intent
  • Language
  • Sentiment
1

Auto-assist agents with AI-powered suggestions

 

Suggested replies and actions in near real-time tailored to the customer’s request help your agents reduce handling time and give efficient support.

 
2

Simplify admin tasks with AI-powered macros

 

AI-driven macro suggestions automate and streamline your support processes, making your entire support ecosystem more efficient and seamless.

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How we implement copilot effectively

Designed with agents, not just for them
Workflow analysis

Shadow agents to identify where they actually need help. Not guessing, observing.
Content preparation

Clean knowledge base, refine macros, document tone guidelines so AI has quality source material.
Contextual triggers

Suggestions appear at the right moments, not constant interruptions.
Tone calibration

Train AI on your best agent responses to match brand voice and communication style
Agent training

Teach agents when to trust suggestions, when to edit, how to give feedback
Adoption tracking

Monitor usage rates, time savings, quality metrics, refine based on reality

See what our clients say about AI implementation.

"Integrating Zendesk Professional and Copilot has been a game changer. It has allowed us to make data‑driven decisions and optimise agent coverage."

 

 

Joanna Rodriguez

Player Care Manager | Star Stable

"Zendesk Copilot is a game changer. It reduces manual work, empowers agents and brings us closer to our customers."

 

 

Mathilde Rasoanaivo‑Pereira

Application Support Analyst Consultant, Accor

"We’ve built a strong foundation with Zendesk and Premium Plus, but we’re just getting started. AI and automation will help us scale efficiently while keeping customer experience at the core of everything we do."

 

Frederic Schroyens

Chief Digital Officer | Jims Fitness

"We could quickly identify which hotels were lagging in their responses … Since implementing Zendesk, we’ve had almost zero complaints on our social media because inquiries are now directed to the right team and are addressed very quickly."

 

Halomi Sukhbaatar

CRM Management Consultant | YOTEL

"Because of Premium Plus’ prior experience setting up ticket platforms like ours, they understood our specific needs quite well. They fully explained how to unlock the full potential of Zendesk, which helped us create an even richer environment â€¦ eventually this resulted in the smoothest migration project I had ever experienced."

 

 

Izzy James

Head of Fan Support | DICE

Frequently Asked Questions

Does copilot replace the need for agent training?

No. Copilot makes trained agents more efficient. It doesn't replace product knowledge, critical thinking, or empathy. Agents still need training on your products, policies, and customer communication. Copilot reduces typing and searching, not thinking.
How long before agents actually use copilot?

With proper setup and training, most agents start using copilot within 1-2 weeks. Full adoption (80%+ usage) takes 4-6 weeks as agents learn when to trust suggestions and when to write manually. Adoption depends heavily on suggestion quality. Which is why we focus on content prep first.
What if AI suggestions sound robotic or off-brand?

That's exactly why we do tone training. We audit your best agent responses, document brand voice guidelines, and train AI on your examples. Agents always review before sending, so quality control stays human. But with good training, suggestions should need minimal editing.
Can copilot learn from our past tickets?

Yes, with Advanced AI. Zendesk can train on your historical ticket data to improve suggestions. We help identify which past responses represent your best practices and use those to calibrate AI tone, style, and accuracy.
Do we need Advanced AI or is the basic add-on enough?

Basic AI add-on includes reply suggestions and summaries, good for pilots. Advanced AI adds custom tone training, better intent recognition, and macro recommendations. For teams focused on brand consistency, Advanced AI is worth it. We'll assess needs during discovery.
How do you measure copilot success?

We track adoption rate (% agents using copilot regularly), time savings (reduction in average handle time), quality metrics (CSAT, first reply time), and agent feedback. Success means faster resolution without CSAT drop, efficiency with quality maintained.

Ready to help agents work smarter?

Let's discuss how copilot can reduce handle time while maintaining the quality and empathy your customers expect.

Talk about copilot with an expert
Frederic Copilot