Glossary
AI Copilot
An AI surface that assists human agents by drafting replies, summarizing threads, and suggesting next steps.
AI Copilot does not send autonomously. It helps humans move faster while keeping them in control. Typical capabilities include draft generation grounded in your help center, thread summarization, sentiment detection, and recommended actions. Most teams pair Copilot with an AI Agent so routine work is automated and judgment work is accelerated.
Related terms
- AI Agent: An autonomous software agent that can resolve customer support tickets without a human in the loop.
- First response time (FRT): The elapsed time between a customer's first message and the first reply, whether from AI or a human agent.
- Average handle time (AHT): The average time an agent spends actively working on a single ticket, including reply and lookup time.