What Is AI Agent Assist (Copilot) in Customer Support?

What is AI agent assist?

AI agent assist (also called an AI copilot) is a system that supports human customer support agents in real time by suggesting answers, surfacing relevant knowledge, taking actions in backend systems, and guiding next steps during live conversations.

Unlike customer-facing chatbots, agent assist works alongside humans, helping them resolve issues faster and more accurately.

What does AI agent assist help with?

AI agent assist can:

• Suggest responses based on knowledge and past cases
• Summarize customer history and context
• Recommend next-best actions
• Execute actions in tools like CRM, ticketing, or billing systems
• Reduce manual lookup and switching between tools

The goal is not to replace agents, but to amplify their effectiveness.

Why agent assist matters in complex support environments

In B2B SaaS and enterprise support, agents often deal with:

• Complex products
• Custom contracts
• Cross-team dependencies
• High-value customers

In these cases, speed and accuracy matter more than automation alone. Agent assist ensures humans stay in control while AI handles the heavy lifting.

How Worknet approaches AI agent assist

Worknet treats agent assist as part of a multi-agent support system, not a standalone feature.

With Worknet:

• AI copilots operate across Zendesk, Salesforce, Jira, and Slack
• Agents get contextual suggestions, not generic responses
• Escalations and expert collaboration are built into the flow
• AI learns continuously from human actions

Who uses Worknet for AI agent assist?

Worknet is used by companies including Palo Alto Networks, Monday.com, 8x8, Medallia, Tradeshift, Certinia, Singular, and vcita to improve agent productivity and resolution speed.

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