What is an AI Copilot?

An AI Copilot is an artificial intelligence assistant that works alongside human customer service agents, providing real-time support during interactions. Unlike autonomous AI agents that handle customers directly, copilots augment human capabilities.

What AI Copilots Do

• Suggest responses: Draft replies for agent review
• Surface knowledge: Pull relevant articles and information
• Summarize context: Recap long conversation threads
• Automate tasks: Handle routine actions while agent focuses on customer
• Quality guidance: Suggest tone and content improvements

AI Copilot vs AI Agent

• AI Agent: Handles customer interactions autonomously
• AI Copilot: Assists human agents during interactions

Many organizations use both: AI agents for routine inquiries, AI copilots for complex cases.

Key Capabilities

• Response drafting: Generates suggested replies based on context
• Knowledge retrieval: Finds relevant information instantly
• Thread summarization: Condenses long email chains
• Next-best-action: Recommends appropriate resolution steps
• Learning loop: Improves from agent edits and feedback

Benefits for Agents

• Faster handling: 40-60% reduction in average handle time
• Consistent quality: On-brand responses every time
• Reduced training time: New agents productive faster
• Less burnout: AI handles repetitive research

Implementation Considerations

• Integration: Must work within existing agent desktop
• Trust: Agents need to trust and adopt suggestions
• Customization: Trained on company-specific content
• Measurement: Track adoption and impact on metrics

Maven AGI Difference: Our AI Copilot integrates natively with Zendesk, Salesforce, and Freshdesk. Agents see suggested responses, relevant knowledge, and conversation summaries right in their workflow. Combined with our autonomous AI Agent, you get full-spectrum coverage.

Book a demo to see AI Copilot in action.