Copilot for Support Agents (Any Platform)

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How it Works

Keep's Smart Assist analyzes the current ticket along with your public and private content to generate intelligent suggestions that help move the ticket forward.

Suggestions can include:

1. Draft Answers: Editable responses that are likely to resolve the ticket.

2. Quick Links: The most relevant sources for the ticket, such as docs, previous support tickets, and Slack threads.

3. Summaries & To-Do's: Summaries of long conversations and actionable remaining to-dos.

4. Other: Quick replies, sentiment analysis, and other helpful insights.

Keep is fully conversational - support agents can ask for clarifications or even request modifications to suggested answers.

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Add Private Sources

The Support Copilot can leverage your public content like docs and help center content just like your customer-facing bots. It can also leverage private content, like Slack conversations in internal channels and historical support tickets.

If you'd like to use your Support Copilot with private sources, ask the Inkeep team to set up a seperate project with those sources. You can get started with the copilot in your public project and set this up later.

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Generate an API Key

To get started with the Support Copilot, get an API key:

1. Go to the Inkeep Dashboard
2. Select your project under Projects
3. Navigate to the Integrations tab
4. Click on Create integration
5. Select Support Copilot
6. Give it a name like "Support Copilot"
7. Click on Create
8. Copy the generated API key

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Install the Chrome Extension

1. Access Chrome: Log in to your Chrome browser.

2. Install the Extension: Go to the Chrome Extension Listing or navigate to the Chrome Web Store and search for “Keep AI Copilot for Support”. Click Add to Chrome, Continue to install, and Add extension to install the extension.

3. Launch the Extension: Launch the extension and set the Integration Key to the Chrome Extension Support Copilot API key that you generated previously.

4. Enable Keep: Visit a supported page and click on Smart Assist to start using Keep.

5. Pin App: Pin the extension to the toolbar for easy access.

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Example: GitHub Issues

To use Keep with a GitHub issue:

1. Open a GitHub issue in one of your repositories.
2. Launch the extension.
3. Click on Smart Assist.

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Turn Tickets into FAQs

Keep allows you to improve future AI responses by drafting FAQs from resolved support tickets.

1. Open a Resolved Ticket: Navigate to a resolved support ticket in your system.

2. Generate FAQ: In the Keep interface, click on Ticket into FAQ to have Keep generate an FAQ.

3. Review and Save:

   • Review the generated FAQ items.
   • Chat with the copilot to request modifications as needed.
   • Click Save to KB when satisfied.

4. Manage FAQs:

   • Go to the Inkeep Dashboard
   • Navigate to the Project with your Copilot
   • Click on the Tuning FAQs tab to view all FAQs for that project
   • From here, you can edit, create, and enable or disable FAQs.