background

Increase agent efficiency by 31% with Copilot

Intercom’s Copilot gives every support agent a personal AI assistant. Copilot provides instant answers, so your team can stop wasting time and focus on what really matters: forging deeper relationships with customers.

Expert training, troubleshooting, and guidance
The best answers from conversation history
Trusted information from any content source
Deep insights, complete oversight

Fri 1 March 2024

Give your agents time for what really matters

We’ve been in the customer service business since 2011, and in that time we’ve learned a lot from you, our customer service experts.

You told us that your agents spend too much time searching for answers in an endless loop of different sources like help center or internal articles, past conversations, or external content libraries. You told us about the struggle your agents face when troubleshooting complex issues, and the overwhelming amount of information they need to sort through when training and onboarding.

We're here to tell you that it doesn't have to be this way. AI is changing everything.

Intercom's Copilot gives every agent their own personal AI assistant. Copilot can find information, help solve problems, and complete all of those time-intensive tasks in seconds. And you can trust the answers Fin provides are accurate because it pulls from your support materials, wherever they are.

We're building a world where every agent becomes a superagent with an AI copilot by their side. An AI copilot that's connected to the entire platform, is constantly learning, and can proactively problem-solve alongside your human agents in real-time. So your agents can onboard faster, work more efficiently, and spend more time focused on what really matters: building deeper, lasting customer relationships.

Missing Alt Text

Expert training, troubleshooting, and guidance

Instant advice for agents

Copilot can help agents figure out next steps, troubleshoot issues, and answer follow-up questions they would normally need a colleague or leader to answer.

Transform training and onboarding

Copilot can help onboard and train new agents faster using internal training materials and past agent conversations—if an agent needs help or doesn't know what to do next, just ask Copilot.

Missing Alt Text

The best answers from conversation history

An untapped goldmine of data

Copilot is the only AI assistant that can generate answers using your agents’ conversation history–customizing and personalizing every answer to suit the current conversation.

Browse and validate sources with every answer

Copilot provides links to the top relevant sources with every answer, so agents can access, browse, and validate answers directly in the inbox.

Missing Alt Text

Trusted information from any content source

Personalized answers generated from internal and external content

Copilot pulls the most relevant information from your help center, internal articles, public URLs, PDFs, macros and even syncs with Notion, Guru, or Confluence–to generate the best possible answer based on a customer's plan, location, personas, and more.

Centralize and control your content

Centralize, control and optimize your content across the Knowledge Hub, with full control over exactly what Copilot has access to.

Missing Alt Text

Deep insights, complete oversight

AI-powered reporting and insights

Get insights on how support agents are using Copilot with a dedicated dashboard.

Improve Copilot answers

Easily review answers so you can evaluate their quality and optimize your content to improve accuracy.

Copilot Believe

Our Lightspeed customer service agents are dramatically more efficient when using Copilot. In testing, agents using Copilot were able to close 31% more customer conversations daily, compared to agents not using Copilot.

Angelo Livanos

Senior Director of Global Support, Lightspeed

Copilot is getting better, every single day

  • Multilingual capability
  • Sync content from external platforms
  • Import external URLs and files
  • AI compose
  • AI generated summaries
  • AI ticket autofill

Part of the only complete, AI-first customer service platform

Copilot is just one of the powerful tools for agents, which also includes tickets, phone and a collaborative shared inbox.

Missing Alt Text
Missing Alt Text
Missing Alt Text
Missing Alt Text