Support AI Skill

Agent Assistance

Provide real-time AI assistance to support agents including suggested responses, knowledge base articles, macros, and conversation summarization. Use when building agent copilot features, configuring response suggestions, implementing knowledge surface inte...

Agent Assistance & Copilot

Equip support agents with real-time AI-powered assistance including response suggestions, relevant knowledge articles, macro templates, and post-conversation summarization to reduce handle time and improve quality.

Workflow

Phase 1: Response Suggestion Engine

  1. Context analysis:
  1. Response generation:
  1. Presentation to agent:

Phase 2: Knowledge Surface Integration

  1. Real-time article surfacing:
  1. Internal wiki & playbook access:
  1. Policy & compliance checks:

Phase 3: Post-Conversation Summarization

  1. Auto-generated summary:
  1. Knowledge gap detection:
  1. Quality scoring:

Templates

Agent Copilot Dashboard Layout

AGENT COPILIT WORKSPACE — Ticket #48320
=========================================

CUSTOMER MESSAGE (received 2 min ago):
  "I've been trying to export my quarterly report for 3 hours now. 
   Every time I click export, I get error code EXP-4042. This is 
   blocking my board meeting tomorrow morning. I need this resolved ASAP."

─────────────────────────────────────────

🤖 SUGGESTED RESPONSE (confidence: 87%):

  "I understand how urgent this is with your board meeting tomorrow. 
   Let me get this resolved for you right away. Error EXP-4042 typically 
   occurs when the report includes data from a deprecated data source.
   
   Could you share which report template you're using? In the meantime, 
   I can generate the export from our backend and have it in your 
   account within 10 minutes."

  [✓ Accept]  [✎ Edit]  [↻ Alternative]  [✗ Reject]

─────────────────────────────────────────

📚 RELEVANT KNOWLEDGE ARTICLES:

  1. [KB-4821] EXP-4042: Deprecated Data Source in Report Templates
     Relevance: 96% | Last updated: 3 days ago
     Resolution: 89% success rate

  2. [KB-3901] Backend Report Generation for Blocked Customers
     Relevance: 82% | Last updated: 2 weeks ago
     Resolution: 94% success rate

  3. [SOP-112] VIP Customer Urgent Request Protocol
     Relevance: 78% | Last updated: 1 month ago
     Note: Enterprise tier customer — expedited handling required

─────────────────────────────────────────

⚠ POLICY ALERTS:
  • Customer tier: Enterprise (response SLA: 4 hours)
  • Promise constraint: Do not commit to <5 min resolution without manager approval
  • Empathy score of customer message: HIGH frustration — acknowledge before troubleshooting

Post-Conversation Summary Template

CONVERSATION SUMMARY — Ticket #48320
=====================================
Generated: 2025-01-15 11:05 UTC | Handle Time: 14.2 minutes

ISSUE SUMMARY:
  Customer unable to export quarterly report — receiving error EXP-4042.
  Blocking board meeting preparation (urgent business impact).
  Enterprise tier customer with Platinum contract.

ROOT CAUSE:
  Report template "Q4 Executive Summary" references deprecated data 
  source "Legacy Analytics v2" which was sunset on 2024-12-01.

RESOLUTION:
  Agent generated backend export of requested report. File delivered 
  to customer account within 8 minutes. Customer confirmed receipt 
  and file opens correctly.

NEXT STEPS:
  None — issue resolved. Ticket ready for closure.

KEY DATA POINTS:
  Customer: Acme Corp | Account ID: AC-10847
  Report: Q4 Executive Summary (template ID: TMPL-0042)
  Error: EXP-4042 | Backend export ID: BE-88291

CATEGORIZATION:
  Primary: Technical Issue → Bug/Error
  Resolution Code: Backend Workaround Applied
  Satisfaction Indicator: Positive (customer thanked agent)

QUALITY SCORE: 87/100
  Empathy: 9/10  |  Accuracy: 10/10  |  Completeness: 8/10
  Speed: 8/10    |  Policy Adherence: 9/10
  Coaching note: Consider offering template migration proactively

KNOWLEDGE GAP FLAG:
  Suggest creating KB article: "Migrating Reports from Legacy Analytics v2"
  12 similar tickets in past 30 days — recurring issue without documented solution.

Integration Points

Edge Cases

| Scenario | Handling | |----------|----------| | Suggestion is inaccurate or harmful | Agent rejection logged; immediate model feedback; human review of rejected suggestions | | Customer message in unsupported language | Language detection → translate → suggest response in source language | | Policy-sensitive topic (refund, legal, security) | Restrict suggestions to approved templates only; no free-form AI generation | | Agent is a trainee (<30 days) | Surface more detailed suggestions with explanations; additional guidance | | Conversation context exceeds token limit | Truncate to last 20 messages; preserve key entities and resolution progress | | AI suggestion acceptance rate drops below 40% | Alert ML team; trigger model re-evaluation; fallback to template library | | Agent overrides suggestion with incorrect response | Policy check catches violations; post-call QA flag; coaching recommendation | | Multiple customers with same issue (bulk) | Detect pattern; suggest bulk-response macro; auto-generate KB article |

Output

Agent Productivity Impact Report

AGENT ASSISTANCE IMPACT — Monthly Report
=========================================
Period: January 2025 | Agents Active: 35

PRODUCTIVITY METRICS:
  Average handle time: 12.8 min (↓ from 15.2 min — 15.8% improvement)
  Suggestion acceptance rate: 67.3% (target: >60%)
  First contact resolution: 74.1% (↑ from 68.5% — 5.6 pts improvement)
  Tickets per agent/day: 42.3 (↑ from 37.1 — 14.0% improvement)

SUGGESTION PERFORMANCE BY CATEGORY:
  Technical troubleshooting:  72.1% acceptance [███████████████░░░]
  Billing questions:         78.4% acceptance [█████████████████░]
  How-to / guidance:         81.2% acceptance [██████████████████]
  Escalation handling:       45.6% acceptance [███████████░░░░░░░] (needs improvement)
  Empathy / de-escalation:   63.8% acceptance [█████████████░░░░░]

QUALITY IMPACT:
  QA score (with assistance):  86.4/100
  QA score (without assistance): 81.2/100
  Policy violation rate: 1.2% (↓ from 2.8%)
  Customer CSAT: 4.3/5.0 (↑ from 4.1/5.0)

KNOWLEDGE GAPS IDENTIFIED:
  23 recurring issues without KB articles
  8 suggested new articles approved by content team
  15 article updates recommended based on conversation patterns