AI agents and Copilot – Assembled

Plans and permissions:

Add-on: AI agents or Copilot, billed separately
Set up the chat agent: Admin, Manager, or Team Lead role, or a custom role with Chat agent settings set to Can edit chat agent settings on the AI support tab
Set up the voice agent: Admin role, or a custom role with Voice agent settings set to Can edit voice agent settings on the AI support tab
Set up the email agent: Admin role, or a custom role with Email agent set to Can edit email agent settings on the AI support tab
Set up Copilot: Admin, Manager, or Team Lead role, or a custom role with Copilot settings set to Can edit Copilot settings on the AI support tab

Use Assembled’s AI agents to resolve customer cases on their own, and use Copilot to help your support team members answer the cases that reach them. AI agents answer customers in chat, voice, and email using your knowledge base, workflows, and business systems, and hand off to your team when a person is needed. Copilot works alongside your support team, suggesting replies and surfacing the knowledge and customer data they need.

To set them up, go to AI support and choose Chat agent, Voice agent, Email agent, or Copilot. Settings that all of them share, such as brands, knowledge, and smart fields, are in the Configure menu.

How AI agents work

Every AI agent draws on the same knowledge, workflows, and integrations, so customers get consistent answers whichever channel they use. AI agents:

Answer from your knowledge base, and follow your workflows for multi-step requests such as returns or account changes. See Knowledge management and Building workflows.
Write in your brand’s voice and follow your policies. You set these up in Brand studio.
Detect the customer’s language and reply in it, even when the customer switches language mid-conversation. AI agents support more than 80 languages.
Decide when a case needs a person, and hand it off with a summary and the details they collected, so your team doesn’t have to ask again.
Connect to your business systems, such as Zendesk, Salesforce, or Shopify, to look up and update customer data.

Chat

The chat agent answers customers in a chat widget on your website, help center, or mobile app. Customers ask questions in their own words instead of choosing from a menu, and the agent hands off to a support team member, an email ticket, or a support link when it can’t help. See Chat agent.

Voice

The voice agent answers phone calls in natural conversation, in place of a push-button menu. It works with your existing telephony and IVR. When a caller needs a person, it transfers the call to the right destination and adds a summary to the case. See Voice agent.

Email

The email agent replies to incoming emails, using your workflows and knowledge base, so your team can focus on more complex cases. You choose which emails it handles and whether replies are sent automatically or reviewed by a support team member first. See Automated knowledge answers in the email agent.

How Copilot works

Copilot helps your support team members inside the tools they already use, such as Zendesk. It:

Suggests replies in your brand’s voice, which support team members can adjust with one-click modifiers before sending.
Surfaces relevant knowledge and customer data, so your team spends less time searching and new support team members get up to speed faster.
Translates conversations, so your team can support customers in other languages.
Writes conversation summaries and wrap-up notes, and can categorize cases automatically. See Case category classification.

To see how support team members open Copilot, see Copilot sign-in in Zendesk.

Get started

Our team works with you through setup. How long it takes depends on your setup and the systems you connect. A typical setup:

Connect your help desk, such as Zendesk. See Zendesk integration for AI agents and Copilot.
Connect your knowledge sources, so AI agents and Copilot can answer from them.
Set up a brand in Configure > Brand studio to set the tone, knowledge access, and persona your AI agents use.
Configure each AI agent under AI support, test it in AI quality > AI agent testing, and activate it.
Review conversations in AI quality > QA review. See Quality review.

Security and privacy

Data is encrypted, and you control which knowledge and systems AI agents and Copilot can access.
Assembled is SOC 2 Type II audited by an independent auditor, and HIPAA and GDPR compliant.
You can redact customer personal information, set granular permissions, and review audit logs.
You can have stored AI conversations redacted or deleted automatically after a set number of days. See Clean up stored conversations.

For details, see AI data security and Assembled security.

Integrations

AI agents and Copilot work with help desks, knowledge bases, and business tools, such as Zendesk, Shopify, Notion, Slack, and Google Calendar. For the full list, see Assembled integrations.