Agent assist

A copilot is an assistive AI surface that works alongside a human agent instead of replacing them, suggesting replies, summarising history, and surfacing policy at the moment of need. Copilots are typically measured on handle time and answer consistency rather than on deflection or containment.

Average handle time is the mean time an agent spends on a single contact, including talk or chat time and after-contact work. Because the definition varies between teams, comparisons are only meaningful when both sides confirm whether wrap-up time is included inside the calculation being reported.

A knowledge base is the maintained source of truth that AI agents and human agents both answer from. Its accuracy sets a ceiling on the quality of every automated answer, which makes knowledge maintenance an operational requirement rather than a documentation project owned by nobody in particular.

Human in the loop describes a review step where a person approves or corrects AI output before it reaches the customer. Teams typically apply it to high-risk intents such as refunds, cancellations, and complaints, then relax it selectively as measured accuracy on those intents proves out.