Talkdesk Copilot™ acts as a human-in-the-loop assistant, automatically accessing all information available in Knowledge Management (both internal Cards and External Sources). By delivering the right information at the right time, Copilot reduces agent friction and minimizes cognitive overload.
Administrators can segment knowledge to specific agents or routing queues, ensuring that teams only see information relevant to their specialized workflows. For detailed instructions on knowledge segmentation, please refer to Knowledge Management: Content Scope.
Configuring Knowledge Settings
Administrators can configure how knowledge is presented to agents in AI Launchpad, under the Knowledge Tile. These settings can be applied globally across the contact center or tailored per specific flow. To learn more about configuration, see Configuring Copilot Knowledge Settings after it is published.
How Copilot Delivers Knowledge
To ensure agents have context-driven support within the Talkdesk Workspace, Copilot provides knowledge through three primary pathways:
- Manual Search: On-demand queries via the search bar.
- Automatic Recommendations: Real-time, proactive suggestions based on the live conversation.
- Help Me Answer: On-demand, AI-generated answers derived from the immediate conversational context.
Manual Search
Agents can manually search for available knowledge at any time using the Copilot search bar.
By default, when an agent submits a query, Copilot utilizes a Retrieval-Augmented Generation (RAG) model to present a concisely generated AI Answer.
- Note: If the system cannot derive a clear question from the agent's query, or if no matching knowledge exists in your configured sources, an AI-generated answer will not be produced. Instead, standard search results will be displayed.
Automatic Recommendations
Note: This mode is only active during an ongoing interaction.
When enabled, Copilot leverages real-time transcription to provide proactive knowledge recommendations based on the customer's intent and the context of the conversation.
Best Practice: Connecting Cards to Intents
To maximize recommendation accuracy, we highly recommend connecting an answer Card to a specific intent within the AI Trainer.
- Example: If you train an intent to recognize when a customer wants to "redeem a travel voucher," you can link a Card containing the exact redemption procedure to that intent.
- Whenever Copilot detects this intent (based on confidence thresholds set in AI Trainer), the agent is immediately surfaced with the correct procedure.
For step-by-step instructions, see the Managing Cards with Intents section in [Insert Link:].
Note: Even without an active intent model, Copilot will still intelligently search and recommend answers across your Card library and connected External Knowledge sources.
Help Me Answer
Note: This mode is only active during an ongoing interaction.
The Help Me Answer feature allows agents to request immediate AI assistance when they are stuck. By clicking the "Help Me Answer" button, Copilot's Generative AI model steps in to assist.
How it works:
- The AI analyzes the real-time transcription of the interaction.
- It derives a specific question based on the last discussed topic.
- It instantly searches your knowledge base and generates a concise, actionable answer for the agent to relay to the customer.
Bookmarks
To help agents build a personalized repository of frequently used solutions, Copilot allows agents to bookmark automatic recommendations during a conversation.
Users can simply click the Bookmark icon located on the knowledge card to save it.
Bookmarked answers can be accessed at any time, even outside of an interaction, via the Bookmarks menu (accessible by clicking the icon next to the Copilot search bar).
Limitations and Considerations
Please keep the following system parameters in mind:
- Help Me Answer is currently supported exclusively for Voice Channels.
- Automatic Recommendations are currently not supported in Email.
- External Knowledge sources require proper syncing and indexing before Copilot can surface them in search results.