Draft the right reply with Agent Assist in your helpdesk

Q: How does Agent Assist improve customer satisfaction?

Agents spend less time searching and more time sending an accurate, source-cited reply. Suggested Resolution and Dynamic Resolution follow the same SmartOps procedures as the customer-facing AI Agent, so the customer gets a consistent answer whether a bot or a human handles the ticket. Citations let the agent check the source before sending.

Q: How long does it take to implement Agent Assist?

Most teams connect their helpdesk and install the marketplace app in a day. Zendesk and Salesforce install from their marketplaces. After tickets and articles sync, Suggested Resolution appears in the sidebar. No coding is required.

Q: How does Agent Assist accelerate agent onboarding?

New agents get a grounded draft, similar tickets, and the matching procedure the moment they open a case. They do not have to memorize the knowledge base. IrisGPT Chat in the sidebar answers questions about the ticket or your product, so a new hire has a copilot instead of waiting on a senior agent.

Suggested resolutions from your articles, tickets, and SmartOps procedures.
Refine the draft, then Send to Draft in Zendesk. The same procedures power the bot.

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IrisGPT Agent Assist

AI Co-pilot Active

Chat QuerySarah M.

AI SUGGESTION

94% match

Based on similar tickets, this is likely a cache issue. Suggest clearing browser cache and cookies.

KB-2341: Post-Update AccessView →

42%

Deflection Rate

0.9s

Avg Response

94%

CSAT

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See AI Resolution in Action

Suggested Resolution is grounded in your knowledge base, past tickets, and matching SmartOps procedures.

💬

IrisAgent Support

Typically replies instantly

Hi there! How can I help you today?

10:32 AM

I need to upgrade my plan but I'm getting an error when I try to change my payment method.

10:33 AM

I'd be happy to help! The payment error usually occurs when your billing address doesn't match. Here's how to fix it:

1. Go to Settings → Billing
2. Click "Update Payment"
3. Re-enter your card with the exact billing address

If that doesn't work, I can process the upgrade for you directly.

10:33 AM · ✓ Resolved automatically

AI GENERATEDVerified Answer✓ 98% Confidence

Response grounded in 3 knowledge base articles with verified accuracy. No hallucinated content detected.

Sources Cited

📄Billing & Payment Troubleshooting97% match

📄How to Upgrade Your Plan94% match

📄Payment Method FAQ89% match

🛡 Hallucination Removal Engine — All claims verified against KB

What is AI agent assist?

AI agent assist is software that works alongside a human support agent in real time, reading the live ticket or conversation and surfacing the next best action: a suggested reply, the exact knowledge base passage, a summary of the customer's history, or an automated workflow. Unlike a customer-facing chatbot, agent assist keeps a person in the loop and speeds them up rather than replacing them, which is why it is the fastest way to cut average handle time without sacrificing answer quality.

What AI agent assist does

Drafts grounded, citation-backed replies. On Zendesk, Refine the tone then Send to Draft in the ticket composer
Surfaces the right knowledge base article before the agent goes looking for it
Summarizes long ticket threads so context transfers instantly on handoff
Triggers automated actions and workflows without leaving the helpdesk
Learns continuously from agent edits and feedback to stay accurate over time

Agent Assist runs the same SmartOps proceduresas IrisGPT Chat. It also pairs with AI ticket automationand full AI customer support. See it applied to bug report triage, or compare IrisAgent to other AI support platforms.

Resolve common issues quickly with AI

With models fine-tuned on your article and ticket data, IrisGPT provides recommended resolution at your fingertips. Enable your team with fast resolutions and automated actions and workflows to provide lightning fast support. IrisGPT constantly learns from interactions and feedback.

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Highly accurate multilingual answers with citations

IrisGPT drafts multilingual, source-cited answers your agents can verify before they send. Grounded in your knowledge base, tickets, and SmartOps procedures.

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Highly accurate multilingual answers with citations

One engine for the sidebar, auto-respond, and the bot

The same SmartOps procedures power Agent Assist in the helpdesk, ticket auto-respond, and the customer-facing AI Agent on chat and voice.

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One engine for the sidebar, auto-respond, and the bot

Get new agents productive in days, not weeks

The sidebar is the copilot: suggested resolution, similar tickets, and IrisGPT Chat for questions about the case. Seniors spend less time answering the same how-to.

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Get new agents productive in days, not weeks

"Working with IrisAgent feels like a true partnership. Their team listens and adapts with us every step of the way. The IrisAgent partnership continues to be a key enabler in our journey to modernize and scale customer support at Dropbox—with AI at the core. Our focus is clear: empower our support agents to do their best work and ensure our customers get the help they need—quickly, accurately, and at scale."

160K

mins saved in H1

2 min

reduction in AHT

Maria McSweeney

Head of Global Support & Board of Directors

Read Dropbox Case Study

Transform your CX
operations

60%+

auto-resolved

10x

faster responses

$2.4M+

customer savings

95%

accuracy rate

Any questions?

We got you.

New to knowledge bases? Read our guide on surfacing the right knowledge base article to agents.

Agent assist is one of the fastest ways to reduce average handle timewithout cutting corners on quality.

Still comparing vendors? See the best AI agent assist tools for customer support, or read how real-time agent assist works inside a live conversation.

How does Agent Assist work?

Agent Assist is a sidebar inside Zendesk, Salesforce, Intercom, Freshworks, or Jira. When an agent opens a ticket, IrisAgent drafts a Suggested Resolution from your knowledge base, past tickets, and any matching SmartOps procedure. Agents can Refine the draft (shorter, more polite) and Send to Draft in Zendesk to drop it into the ticket composer. Thumbs up or down trains the model. This is not a customer-facing chatbot. The customer still talks to your agent.

What does Agent Assist show the agent?

Suggested and Dynamic Resolution with sources, Refine and Send to Draft (Zendesk), ticket summary, similar tickets, priority score, sentiment, customer overview, search across articles and tickets, linked Jira issues, and recommended macros on Zendesk. When a SmartOps procedure matches, the suggested reply follows that procedure, including Custom API steps, instead of a free-form knowledge-base answer.

How does Agent Assist improve customer satisfaction?

How long does it take to implement Agent Assist?

How does Agent Assist accelerate agent onboarding?

The best assist is the ticket your agents never open. See how teams automate account recoveryso the highest-volume request in the queue resolves without an agent touching it.

Works with tools
you already use