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20201126_Kurt-Premium Plus_0240-bewerkt-1

Agent copilot for Zendesk

AI that helps agents work faster without losing quality

Copilot suggests replies, surfaces knowledge, adjusts tone, and summarizes threads — but agents stay in control. It's assistance, not automation.

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Why most copilot implementations fail

AI copilot sounds great: instant reply suggestions, knowledge surfacing, tone adjustment. But most implementations feel clunky — suggestions appear at the wrong time, sound robotic, or take more effort to edit than writing from scratch.

Good copilot setup starts with understanding agent workflow. When do agents actually need help? What makes a suggestion useful vs distracting? How do you train AI on your brand voice? Without this groundwork, copilot becomes noise instead of help.

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What good copilot delivers

Faster responses

Hundreds of repetitive questions that follow predictable patterns
Consistent brand voice

AI learns your tone and style, suggestions match your standards
Less cognitive load

Agents spend mental energy on thinking, not typing or searching

 

Copilot features we implement

AI assistance that fits agent workflow
Reply suggestions

AI drafts responses based on ticket context, past conversations, and knowledge base
Tone adjustment

Rewrite responses to match brand voice. Empathetic, formal, concise, friendly
Knowledge surfacing

Relevant help articles and internal docs appear contextually in sidebar
Thread summaries

Auto-generate summaries of long conversations so agents catch up quickly
Macro recommendations

Suggest which macro to use based on ticket type and content
Sentiment detection

Alert agents when customer tone shifts to frustration or urgency

Copilot helps agents think, not just type

The best copilot features reduce grunt work, searching for articles, remembering policy wording, formatting responses. So agents can focus on empathy and problem-solving.

  • Agents stay in control, AI offers options
  • Suggestions improve with usage and feedback
  • Brand voice and policy compliance built in
  • No disruption to natural workflow

Result: faster resolution without quality drop or robotic responses.

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20201126_Kurt-Premium Plus_0350-bewerkt-1
 
 

See AI agents in action

Watch how properly configured AI agents handle common questions autonomously. From order status lookups to password resets, while escalating complex issues to human agents.

Watch demo
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Prioritise and route customer enquiries intelligently

 

No more tedious manual sorting. Zendesk AI intelligently prioritises and routes, ensuring that critical issues receive immediate attention by detecting the following:

  • Intent
  • Language
  • Sentiment
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Auto-assist agents with AI-powered suggestions

 

Suggested replies and actions in near real-time tailored to the customer’s request help your agents reduce handling time and give efficient support.

 
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Simplify admin tasks with AI-powered macros

 

AI-driven macro suggestions automate and streamline your support processes, making your entire support ecosystem more efficient and seamless.

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How we implement AI agents

Content-first approach to autonomous resolution
Content audit first

Review and restructure your knowledge base so AI has clear, reliable source material
Intent mapping

Identify which questions AI can reliably handle vs which need human judgment
Answer templates

Create structured responses for common scenarios so AI delivers consistent quality
Escalation logic

Define when AI should hand off to humans — better to escalate early than give wrong answers
Integration setup

Connect to order systems, CRM, billing platforms so AI can pull real-time data
Performance tracking

Monitor resolution rate, accuracy, customer satisfaction, and continuous improvement

See what our clients say about AI implementation.

"Premium Plus didn't just turn on AI — they audited our entire knowledge base first. That content work made all the difference. Our AI agents now handle 45% of routine tickets autonomously."

 

 

Sarah van der Berg

Head of Customer Support | TechFlow B.V.

"We expected AI to be plug-and-play. Premium Plus set realistic expectations: content preparation takes time, but it's worth it. Six months in, we're seeing 60% deflection on order status queries."

 

Mark Jansen

Customer Experience Lead | ShopDirect

"The implementation roadmap was clear: audit content, test with pilots, refine before full launch. No shortcuts, just proper setup. Our agents now focus on complex issues while AI handles the repetitive stuff."

 

Lisa Vermeulen

Service Operations Manager | FinanceFirst

"Premium Plus helped us identify which questions AI could reliably handle vs which needed human judgment. That scoping work prevented us from over-promising and under-delivering to our customers."

 

 

Tom de Vries

VP Customer Success | CloudSystems

Frequently Asked Questions

What's the realistic deflection rate for AI agents?

Depends entirely on question types. For simple lookups (order status, account info), 60-80% is achievable. For complex product questions or troubleshooting, 20-40%. Overall, expect 30-50% deflection if you have good content and realistic scope. We help you identify which questions AI can reliably handle.
Will AI agents replace our human support team?

No. AI agents handle repetitive, low-complexity questions so human agents can focus on complex issues that require judgment, empathy, or problem-solving. Think of AI as handling Tier 0. The questions that don't need human intelligence.
How long does it take to deploy AI agents?

Pilot: 6-8 weeks. Full deployment: 12-16 weeks. Most of that time is content preparation,  auditing knowledge base, restructuring articles, creating answer templates. The actual AI configuration is fast; content quality takes time.
What if AI gives wrong answers?

That's why we start with content audit and pilot testing. We identify which questions AI can reliably handle, create structured answers, and set conservative escalation triggers. If AI isn't confident, it escalates to a human. Better to hand off early than give incorrect information.
Do we need Zendesk Advanced AI?

For basic AI agents, the standard AI add-on works. Advanced AI adds better intent recognition, custom training on your past tickets, and more sophisticated escalation logic. We'll assess your needs and recommend the right tier during discovery.
How do you measure AI agent success?

We track deflection rate (% tickets resolved without human), resolution accuracy (CSAT for AI interactions), escalation rate, and cost savings. The goal isn't maximum automation. It's reliable resolution for the questions AI can truly handle.
READY TO DEPLOY AI-AGENTS

Let's analyze your ticket volume, identify which questions AI can handle reliably, and build a content-first implementation plan.

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