Supercharging Your Human Agents with PicoBot Copilot

When most people think of AI in customer support, they think of the bot on the website talking to the customer. But what happens after a conversation is escalated to a human agent? Usually, the AI bows out, and the human is left typing out manual responses, reading through long chat histories, and constantly switching tabs to check documentation.

With PicoBot Copilot, the AI stays by your side even during human-to-human interactions. It acts as an elite, invisible assistant directly inside your Live Chat inbox.

Here is how your support team can use Copilot to 10x their productivity.

1. Instant Conversation Summaries

When a customer escalates to a human, they might have already been chatting with the bot for 15 minutes, trying various troubleshooting steps.

Instead of reading a 40-message transcript while the customer waits, human agents can simply click “Summarize the conversation” in the Copilot panel. Within seconds, Copilot reads the entire history and provides a bulleted brief:

• Customer is trying to upgrade to the Pro plan.
• Their credit card is being declined with a ‘Zip Code Mismatch’ error.
• They are frustrated because they need the upgrade for a launch today.

The agent gets instant context and can jump right into solving the problem.

2. One-Click Draft Replies

Writer’s block happens to the best of us, especially when dealing with a complex technical issue or a frustrated customer.

Instead of typing out a response from scratch, agents can type a rough instruction into Copilot, like: “Draft a reply telling them the refund is processed and it will take 3-5 days to hit their bank.”

Copilot will instantly generate a polished, professional response using information from your Knowledge Base to ensure accuracy. The agent can review the draft, make any necessary tweaks, and send it off in a fraction of the time.

3. The Tone Adjuster

Have you ever drafted a message and thought, “This sounds a bit too aggressive,” or “This needs to be more formal”?

Copilot includes a powerful Tone Adjuster right on the draft card. If a draft doesn’t feel quite right, an agent can click the menu and select “Make it friendlier,” “Make it more professional,” or “Shorten it.”

The AI will instantly rewrite the draft to match the desired persona, ensuring your brand voice remains consistent across all agents, regardless of who is on shift.

4. Unlocking the “Invisible Knowledge Base”

Even experienced agents sometimes forget obscure policies or complex technical specs. Instead of leaving the inbox to search through a massive internal wiki, agents can simply ask Copilot.

Type: “What is our policy on international shipping to Brazil?” directly into the Copilot chat. Copilot will instantly query your synced Knowledge Base and provide the exact answer, complete with citation links to the source document. The agent never has to break their flow.

The Synergy of Human + AI

PicoBot Copilot transforms your support team from manual typists into strategic editors. By automating the heavy lifting of reading, drafting, and searching, your agents can focus entirely on solving the customer’s core problem with speed and empathy. To learn how to perfectly route these escalations to your team in the first place, read our guide on The Perfect Handoff.

Log in to the Live Chat dashboard and try Copilot for yourself.