Introduction to AI Copilot

AI Copilot works alongside your agents inside the Inbox, summarising conversations, drafting replies, and finding the answers they need, so they spend less time searching and more time resolving.

How AI Copilot differs from the AI Agent

Both are part of Zoona AI, and they do different jobs:

• AI Copilot helps your agents. It works behind the scenes in the Inbox, and the customer never interacts with it directly.
• AI Agent talks to customers. It answers on your channels on its own and hands over to a human when it needs to.

Many teams run both: the AI Agent handles routine questions, and AI Copilot helps agents with everything that reaches them. For the customer-facing side, see Introduction to AI Agent.

What AI Copilot Does

Summarises the conversation. Long threads are condensed into a short summary, so an agent picking up a ticket can catch up in seconds instead of reading back through it.

Drafts replies. Suggested replies appear in the composer, ready for the agent to review, edit, and send. The agent stays in control of what actually goes out. See AI Suggested replies in your Inbox.

Find answers from your knowledge. Agents can ask a question in plain language and get an answer drawn from your knowledge base, rather than searching for the right article themselves. 

Translates between languages. Incoming customer messages can be shown in the agent's language, and the agent's reply sent in the customer's language.

What AI Copilot Learns From

AI Copilot draws on the same knowledge your AI Agent uses, so improving one improves the other. That includes your help centre articles, uploaded documents, and content from your website. See Zoona AI Knowledge Improvements. 

If an agent gets a weak suggestion, the fix is usually the underlying content rather than the Copilot itself.

Availability and Billing

AI Copilot is part of Zoona AI and is available as an add-on. For how usage is counted and billed, see AI Copilot and AI Resolution billing.

FAQ

1. Does the customer see AI Copilot?
   No. Summaries and suggested replies are visible only to your agents. Nothing is sent until an agent sends it.
2. Does AI Copilot reply on its own?
   No. It drafts, and an agent decides whether to send, edit, or ignore the draft. Automatic replies to customers are the AI Agent's job.
3. Why is a suggested reply wrong or unhelpful?
   Suggestions are only as good as the knowledge behind them. Check that the relevant article or document exists and is clear, then try again.
4. Can we use AI Copilot without the AI Agent?
   Yes. The two work independently, so you can give your agents AI Copilot without putting an AI Agent in front of customers.
5. Does AI Copilot work on every channel?
   Yes. AI Copilot is available across all the channels in your Inbox.