All use cases

Prevent / Care

Operator copilot — human-agent assist

The conversations your team still handles by hand arrive with the answer already drafted — same brain, same quality checks as the autonomous agent.

Next best thingBehavioral triggerChatEmailVoice

What it does

Some conversations should stay with a human: they are sensitive, high-value, or past the automation boundary. But the human handling them starts from zero — tabbing between the helpdesk, the knowledge base, and the order system while the customer waits. The copilot sits inside the operator's existing desktop and does that work in advance: it drafts a reply that passes the same quality checks as the autonomous agent's messages, pulls the right knowledge articles and live customer data, and surfaces memory-powered context hints — this customer raised the same issue before, tends to escalate, wants a fast resolution. The operator stays in charge of every send; they just stop typing from scratch. Teams working with a reply copilot have closed 31% more conversations per day.

How it works

  1. 1
    Trigger. a conversation lands in the human queue — escalated by the autonomous agent or routed there directly on chat, email, or a live call.
  2. 2
    Decision. the copilot reads the full dialog, the customer's persistent memory, and live account data, then composes a draft reply and a context brief; the draft passes the same quality gate as any customer-facing message before the operator sees it.
  3. 3
    Action. a sidebar inside the operator's existing desktop shows the suggested reply, the source documents it drew from, and the context hints; on voice, prompts surface during the call. The operator edits, drills into the underlying dialog, or sends as-is.
  4. 4
    Follow-through. every edit and rejection feeds the quality loop in-flow, and the conversation outcome writes back to the customer's persistent memory — so the next draft, human or automated, starts smarter.
Example
Copilot (to operator)Draft ready: the customer's parcel shows two failed delivery scans; the suggested reply offers re-dispatch to the pickup point she used in March. Context: second contact about this order, frustration trending up, prefers quick fixes over vouchers.
OperatorSwap the pickup point for home delivery with a date promise.
CopilotUpdated. The carrier confirms Thursday as the earliest guaranteed slot — the draft now commits to Thursday and includes the tracking link.

Configuration

How the agent is wired for this use case.

Triggera conversation landing in the human queue — escalated by the autonomous agent or routed there directly on chat, email, or a live call
Tools & actions
  • Agent desktop · read the full dialog and render the suggested reply, sources, and context hints in a sidebar
  • Knowledge base · pull the right articles to ground the draft
  • CRM and order systems · fetch live customer profile and order data for the draft and context brief
  • Memory store · surface memory-powered hints and write the conversation outcome back
Autonomythe lookup, the first draft, and the context brief are prepared unattended and pass the same quality gate as any autonomous reply; the operator owns every send — they edit, drill into the dialog, or send as-is
Channelschat · email · voice
Escalationthis card is itself the human-handling layer; the operator stays in charge of every send, with context hints showing their provenance so they can verify rather than trust blindly

What you need

The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.

Signals

conversation-assigned events from the helpdesk or contact-center queue; live transcript stream for voice assist

Data

knowledge-base articles, customer profile and order history, persistent conversation memory, past-resolution outcomes

Guardrails

drafts pass the same quality gate as autonomous replies before they reach the operator; the human owns every send; context hints show their provenance so operators can verify rather than trust blindly

Metrics it moves

  • time-to-resolutiondown: the lookup and the first draft are done before the operator opens the conversation
  • csatup: replies arrive faster and carry full context, so customers stop repeating themselves
  • contact-ratedown: right-first-time answers cut repeat contacts on the same issue

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Prevent / Care

Omnichannel Tier-1 resolution, scored and attributed

the autonomous layer that shares the same brain

See it on your own customer journey

Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.

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