{"article":{"id":360045123011,"url":"https://talkdesksupport.zendesk.com/api/v2/help_center/en-us/articles/360045123011.json","html_url":"https://support.talkdesk.com/hc/en-us/articles/360045123011-Copilot-Overview","author_id":416055420711,"comments_disabled":true,"draft":false,"promoted":true,"position":0,"vote_sum":4,"vote_count":4,"section_id":360009231532,"created_at":"2020-06-17T17:04:55Z","updated_at":"2026-05-18T14:02:09Z","name":"Copilot: Overview","title":"Copilot: Overview","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-03-11T16:40:37Z","user_segment_id":null,"permission_group_id":1525572,"content_tag_ids":[],"label_names":["agent_assist","access_agent_assist","agent_assist_app","talkdesk_agent_assist_overview","agent_assist_interactions","copilot"],"body":"

Make every agent your best agent with the Talkdesk Copilot™ (formerly Agent Assist) application.

A day of work in a call center will often involve short, repetitive interactions, sustained over long periods of time. The agent is asked to quickly understand problems and provide solutions while navigating through several informational systems and carrying on an empathetic conversation at the same time.

Copilot helps agents overcome those challenges of a high cognitive workload by using Artificial Intelligence (AI) to:

This app connects directly with Talkdesk Knowledge Management™, which allows you to build your own AI-ready Knowledge Base or connect an existing one. To get a list of Knowledge Base connectors, check this article.

Bear in mind that Copilot can also transcribe calls in multiple languages. To get a full list of the languages, visit this page. 

In the sections below, you can find information about: 

 

Accessing Copilot

Following purchase of the Copilot add-on, it will be available in your Talkdesk account, meaning no additional installation is required.

\"Screenshot

This app can be accessed through the Talkdesk Workspace Secondary Area panel [1].

\"Screenshot

Besides the search bar and the icon to access the bookmarks area, which is located at the top of the application, you will be able to see:

Note: For details on how to edit users for Talkdesk Copilot, please read this article and this section.

 

Ongoing Interactions

The Copilot interface will automatically change as soon as an interaction starts.

\"image

On voice interactions, the call transcription will begin, and recommendations will be generated and presented below the transcription.

\"Screenshot

Agents can interact with the transcription by hovering their cursor on top of each transcription bubble. They can perform a search using the sentence inside the bubble, without the need to copy and paste it into the search box. They can also click to copy the sentence to the clipboard and then paste it whenever needed.

\"image

On digital interactions (Talkdesk Chat and SMS only), Copilot will present a list of recommendations.

\"Screenshot

Once a user clicks on a recommendation, either during a voice or a digital interaction, a new page will be opened with the full content, which can be evaluated (thumbs up/thumbs down) or bookmarked.

 

“Interaction Summary” Screen

Once an interaction ends, Copilot will present the “Call summary” wrap-up screen. Within it, agents can still revisit information from the call and use it to ease the after-call work, if necessary. Copilot also enables agents to download the “Call summary” information so that it is available for consultation afterward.

\"image2.png\"

Within the “Call summary” screen, you can find the following cards: 

Note: The transcription is only accessible until the agent gets the next call. 
 

"}}