AI Copilot
What is AI Copilot?
The Agent Copilot is a suite of AI-powered tools designed to assist human agents during and after customer interactions. It enhances productivity, ensures consistency, and improves customer satisfaction by providing them with the right information at the right time & automatizing manual actions to help them focus on high value tasks.
- Purpose: Augments agent capabilities by automating time-consuming tasks like conversation summarization, language translation, and case categorization. Reduces cognitive load on agents so they can focus on high-value problem-solving and empathetic customer interactions rather than administrative overhead.
- Value: Dramatically reduces average handling time by eliminating manual conversation review and classification. Enables small teams to support global multilingual customer bases without hiring multilingual agents. Accelerates agent onboarding to each case by providing instant context for every conversation.
- Scope: AI Copilot is integrated directly into the Inbox and activates automatically when agents attend cases. Features are available in real-time during active conversations and apply to all supported channels. Copilot features can be enabled or disabled at the organization level.
Our Agent Copilot now includes:
1. AI Summary
AI-powered automatic conversation summarization that instantly provides agents with contextual information eliminating manual review time and accelerating resolution.
What it does: Generates an automatic conversation summary that provides instant context without requiring agents to read through lengthy conversation histories. The summary is generated automatically when a case is assigned or manually requested at any time during the conversation.
When it appears
Automatic Generation:
- Automatically displays when agent clicks "Attend" on a case
- Triggers immediately upon new case assignment
- Shows at the bottom of the Chat above the conversation thread
Manual Generation:
- An agent can request a new summary at any time using the "Generate Summary" button
- Generates fresh summary based on complete conversation up to current moment
- Useful when:
- Conversation has progressed significantly since initial summary
- Agent needs updated context after long back-and-forth exchanges
- Agent returns to a case after handling other cases
- End of conversation
The summary includes:
- Reason: The primary purpose of the customer's inquiry
- Problem Statement: Concise description of the customer's specific issue or question
- Client Data: Key details the customer mentioned (names, order numbers, account IDs, booking reference, etc.)
- Mood: Customer's emotional state detected from their messages (Friendly, Neutral, Frustrated, Urgent, Angry)
2. AI Real-Time Translations
Hubtype Copilot enables instant translation of messages in both directions. Agents can respond in their native language while the customer receives messages in their own. This real-time feature supports multilingual customer bases without requiring multilingual agents, improving both speed and scalability.
- Automatic language detection: Identifies customer's language from their messages
- Agent-side translation: Translates customer messages into agent's preferred language
- Customer-side translation: Translates agent responses into customer's language before sending
- Seamless experience: Translation happens transparently; customers receive messages in their language, agents work in their language
When it activates
- Automatically detects when customer and agent speak different languages
- Available as soon as agent conversation begins
- Works in real-time for both incoming and outgoing messages
- Persists throughout entire conversation
3. AI Contact Reason Auto-Classification
AI-powered automatic case classification that suggests relevant contact reasons based on conversation context, enabling faster and more accurate categorization.
What it does
Analyzes the complete conversation and automatically suggests 4 most relevant contact reasons from your configured list. Agents can select AI suggestions with one click or manually choose from the full list.
- Faster case resolution: Pre-selected contact reasons save 10-15 seconds per case
- Higher accuracy: AI analyzes complete conversation context, not just keywords
- Consistent categorization: Reduces human inconsistency in classification across agents and shifts
- Better analytics: More accurate categorization leads to more reliable reporting and insights
- Reduced cognitive load: Agents don't need to remember complex contact reason taxonomies
Organizations can configure:
- Simple lists: 4 or fewer contact reasons displayed directly in the interface
- Extensive lists: Large taxonomies with categories and subcategories accessed via dropdown
- Mandatory vs. Optional: Whether contact reasons must be selected before resolving cases
- Single vs. Multiple Selection: Whether agents can select one or multiple contact reasons per case
When it appears
Automatic Generation:
- AI suggestions display as chips in the case header when agent opens a case
- Shows loading skeleton while generating (1-3 seconds)
- If your project has ≤4 contact reasons total, all are displayed directly in the header
Modal on Resolve/Discard:
- If no contact reason selected when agent clicks "Resolve" or "Discard," a modal appears
- Modal includes AI suggestions, search bar, and categorized list
- For mandatory configurations, agent must select before proceeding
- For optional configurations, "Resolve anyway" or "Discard anyway" button available
Agent actions:
- Click AI-suggested chip to select instantly
- Use "+Contact Reason" button or modal search for manual selection
- Select contact reasons during conversation or at resolution
- Modify contact reasons post-resolution from Case Archive
How to use Hubtype Copilot?
- AI Copilot must be enabled for your organization
- For AI Translation: Primary languages must be configured
- For AI Contact Reason: Contact reasons must be configured in project settings
- Cases must have conversation content for AI to analyze