Agent Assist Copilot
Sits beside your human agents, surfacing the answer, the account, and a drafted reply so they resolve faster.
The Agent Assist Copilot supports the human agents who stay in the loop. As a conversation unfolds, it surfaces the right answer, the account context, and a drafted reply, so the agent spends less time searching and more time resolving. It raises the speed and consistency of the cases that should still be handled by a person.
How it works
The copilot retrieves the relevant knowledge through Answer, pulls the account and history, and drafts a reply through Assist for the agent to review and send. Audit reviews outcomes and feeds gaps back into the Knowledge Center, so the suggestions improve over time.
Example requests it handles
- What is the answer to this question?
- Pull up this customer history.
- Draft a reply for this case.
- What is our policy here?
In your industry
- Speeds up your human agents on the complex cases they still own.
- Gives technicians the answer and context inline to resolve faster.
- Supports staff on sensitive cases with grounded answers and context.
- Helps agents resolve controlled cases faster with the record inline.
- Surfaces answers and history while keeping the human in control.
- Helps staff resolve student and faculty cases consistently.
In Auralis
Auralis delivers the copilot through Answer for grounded suggestions and Assist for the drafted reply and context, with Audit improving the suggestions over time. The human stays in control of the send.