Service Copilot

The Service Copilot is your AI partner for resolving customer issues fast. It lives in the right-side chat panel and as inline actions on case detail pages.

Who it's for

• Service agents — front-line case handlers.
• Support managers — case routing and SLA compliance.
• Knowledge managers — flagging gaps in the support knowledge base.

What it can do

1. 🚦 Case Triage

When a new case lands, the Copilot can triage it in one click. It analyses:

• The subject and description.
• The customer's profile (account tier, customer-since, contract).
• Historical cases from the same account and contact.
• The product referenced in the case.
• The Support Knowledge knowledge base for matching articles.

It returns:

• Suggested priority (Low / Medium / High / Critical) with a rationale tied to the SLA matrix.
• Suggested category (Bug, Question, Feature Request, Billing).
• Suggested team / queue based on the product or topic.
• Top 3 matching KB articles with confidence scores.
• A draft first reply that acknowledges the issue and links to the KB articles.

Agents can accept, edit, or reject each suggestion individually.

2. 🔭 Customer 360°

On any case, ask "Give me the customer's history" and the Copilot surfaces:

• All prior cases (open and closed) for the same contact and account.
• Contract status — what they've bought, when it expires, what tier of support they're entitled to.
• Active opportunities — so the agent knows if they're talking to a customer mid-purchase.
• Last touchpoints — recent emails, calls, meetings.
• Account health signals — escalations, churn risk flags, satisfaction scores.

This is the difference between "I see this is your first case" and "I see this is the 3rd time you've hit this issue this quarter — let me escalate."

3. ✍️ Email / Reply Drafting

The Copilot drafts customer replies tuned for service tone:

• Acknowledgment — "We've received your case and are investigating."
• Asking for more info — bug reproduction steps, screenshots, logs.
• Workaround — a quick fix while the bug is in the queue.
• Resolution — explaining what was done.
• Closure — confirming everything's resolved.

All drafts cite the Support Knowledge articles they pulled from, so agents can verify the source. The Copilot never sends — agents preview and edit first.

Inline actions on case pages

What the Copilot does for you in the background

Even without you asking, the Service Copilot is busy:

• Auto-suggests articles as the agent types into the case description.
• Flags repeat issues — "this contact has filed 4 similar cases".
• Warns on SLA risk — "this case will breach SLA in 47 minutes".
• Highlights sentiment — angry-customer detection in the email thread.

Tips for agents

• ✅ Triage every new case — it's a 5-second click and saves you sorting/routing time.
• ✅ Use Customer 360 before any phone call — knowing the contract tier shapes the conversation.
• ✅ Trust but verify the KB suggestions — if the Copilot's confidence is below 70%, double-check.

Tips for managers

• ✅ Track Copilot acceptance rate — if your agents reject most triage suggestions, your KB needs work.
• ✅ Use Suggest similar during deflection meetings — patterns of repeated cases reveal product issues.

Tips for knowledge managers

• ✅ When the Copilot can't find a matching article for a case, it logs the gap — review these weekly to identify new articles to write.
• ✅ Articles that the Copilot cites frequently are your highest-value content — keep them updated.

Limits

• The Copilot respects sharing rules — it only sees what the agent can see.
• It won't close cases or mark them resolved without explicit agent action.
• For VIP/escalated customers, the Copilot routes to humans first rather than auto-suggesting deflection.

See Skills for the full skill spec and Knowledge Bases for the Support Knowledge index that powers replies.