AI copilot
An AI copilot is an assistant that works alongside a support agent, suggesting replies, surfacing answers, and handling routine steps in real time.
AI copilot is an AI assistant that works alongside a human agent rather than replacing them. It sits inside the agent's workflow and helps in real time by drafting replies, pulling up relevant answers, summarizing context, and handling routine steps, while the agent stays in control.
The distinction is one of role. A fully automated assistant handles a conversation on its own, while a copilot supports a person who reviews, edits, and approves what is suggested. This keeps human judgment in charge while removing much of the manual effort behind each response.
In context
In customer support, an AI copilot helps agents move faster and respond more consistently. As a conversation unfolds, it can suggest a draft reply grounded in the knowledge base, surface the right help article, recap a long thread, or recommend a next step, all without the agent leaving their screen.
This is especially useful for new agents getting up to speed and for busy teams handling high volume. Because the agent reviews each suggestion before it reaches the customer, the copilot improves speed and quality together while keeping a person responsible for the final answer.
How Auralis uses AI copilot
Auralis Assist acts as an AI copilot inside your agents' workflow, drafting grounded replies and summaries they review before sending, which helps reduce average handle time by around 30%.