QuackbackAI Copilot for Support
An AI copilot is an assistant that works beside a support agent rather than talking to customers. It drafts replies, summarizes long conversations, answers the agent's questions from internal knowledge and rewrites messages, while the agent decides what to send.
What is an AI copilot?
A copilot is AI for your team, not your customers. It lives in the inbox next to the conversation. An agent can ask it a question, have it draft a reply, catch up on a long thread, or turn a rough note into a clear answer. Nothing goes to the customer until a person sends it.
Copilot vs AI agent
An AI agent answers customers directly and needs strong guardrails. A copilot keeps a person in the loop, so it can draw on internal sources the customer should never see, such as past conversations, internal notes and tickets. Many teams start with a copilot and add an agent once they trust the answers.
Measuring a copilot
Look at adoption first: how many agents use it, and how often drafts are inserted. Then quality: thumbs up or down on answers, and how much agents edit a draft before sending. Then outcomes: first response time and handle time for the agents who use it.
Copilot in Quackback
Quackback AI's Copilot is on every plan. In the inbox it answers your team's questions with citations, drafts a reply, catches you up on a conversation and suggests next steps. It can rewrite a draft in your own tone, friendlier, more formal, shorter or longer, fix grammar, and translate it. Copilot's knowledge adds past conversations, internal notes and tickets to the help center and feedback the agent uses. A usage report shows adoption, inserts and ratings.
Common questions
What is an AI copilot in customer support?
An AI copilot is an assistant for support agents. It drafts replies, summarizes conversations and answers the agent's questions, while the agent decides what to send.
Is a copilot safer than an AI agent?
It carries less risk, because a person reviews everything before the customer sees it. That also lets a copilot use internal sources, like notes and past conversations, that an agent facing customers should not.
Have another question? Talk to the team.