What is an AI Copilot? A Complete Guide for Enterprises

We are living in AI age and everyone have used AI at some point in their lives. There has being AI automation for almost all the tasks we can think of. And we all know customer support can be tough.

Every day, human agents or CSRs face multiple customer queries, from repetitive to complex cases, they solve on regular basis. And when customers are upset, things can get even more difficult.

Moreover, CSRs need to manage a high volume of calls and meet the expected speed. This often means working long hours with minimal breaks. The result? Higher average handling time (AHT), reduced productivity, increased customer wait times, decreased CSAT, and potential negative impacts on team morale. Indirectly, poor customer support experience can also affect customer retention.

This is where an AI copilot comes in handy

What is an AI Copilot?

AI Copilot is an AI virtual assistant that helps human agents with their tasks, it works along with them to solve customer queries or on any time consuming tasks such as searching through knowledge-base, summarizing a chat or a call, keep a check on compliances, real-time call transcription and more.

AI copilot works on both voice and chat interactions. It can listen to conversations in real-time and can understand what customers need, giving quick and customized answers to your human agents during support or sales chats/calls. The agent can make use of these suggestions to quickly resolve queries, troubleshoot issues, or boost digital sales.

Difference between AI Copilot and AI Agent

AI copilot acts as an assistant to humans whereas AI agent can work independently

Here are some of the basic differentiators between AI copilot and AI agent

Both AI Copilots and AI Agents help organizations automate and save time with their customer support enabling to scale faster without compromising of customer experience.

Let’s see how AI Copilots work.

How AI Copilot works

Copilot helps human agents will kind of queries or doubts agents have with their work

Listens to real-time interactions

Where it’s a chat or calls with customers, AI copilot can listen to conversations and provide real-time guidance to human agents. Not just by listening to conversations, but it also responds to manual agent queries while they are on call or chat with customers.

LLM based intent and query generation

Copilot can easily understand and generate response using Large Language Models (LLMs), NLP and semantic search. Copilot can handle all kinds of complex queries, understands user input and maps user intents to appropriate workflows.

Knowledge-base retrieval (RAG Cognitive Search)

Copilots can retrieve information from enterprise knowledge-base, it just takes few seconds to scan through thousands of documents and links and provide context aware responses. This eliminates the need for human agents to search through knowledge-base, with copilot information will be on their finger tips when they need it.

Suggestions on Next-based action or compliance checks or checklists

It gives suggestions on the next best steps based on user queries, check if all the compliances are fulfilled and show them checklist for all the mandatory steps.

Integrating enterprise applications

Copilot can push or pull data from various applications used in enterprise once they are integrated, this makes it easy for enterprises to fetch and store data from almost all kinds of applications even if they have complex tech stack.

Compliance, Audit & Guardrails

All copilot interactions are logged with audit trails, policy checks, and role-based controls to meet regulatory and governance requirements.

Examples of AI Copilots

Based upon different industries and categories, there are different types of copilots available. Some can be generic that can be used for general purpose like ChatGPT, Google Gemini, etc. acts as your assistant for any of your queries, it generates and fetches data from internet and responds back with relevant answers, while some can be used for specific tasks.

GitHub Copilot

GitHub Copilot is a Copilot for programmers, it helps developers code faster by suggesting lines of code or functions as they type. It can be integrated to various IDEs like VS code, Visual studio and JetBrains, It gives real-time suggestions, explains code, generates tests, debug and more. In short it acts as an assistant to developers.

Microsoft 365 Copilot

Microsoft launched its Copilot in replacement of Cortana in 2023, it is an AI assistant for their Microsoft 365 apps (Word, Excel, Outlook, Teams, etc.) that uses LLMs and your data to generate content, summarize and analyse data. You can easily prompt within your application and it provides relevant response based on your data.

Floatbot.AI Copilot

Floatbot.AI is an enterprise-grade conversational AI platform that lets you build your own copilot for tasks specific to your organization or specific to your agents. With Floatbot’s no/low-code platform you can build AI agents that help your agents with their routine tasks. Whether it can be searching through data, summarize a call or preparing checklists.

Salesforce Einstein

Salesforce Einstein Copilot is a conversational, generative AI assistant embedded to Salesforce Platform, that helps users with their CRM tasks like summarizing data, generating content, and automating actions, for all your own CRM data.

While copilots are helping humans, they can be very useful in saving time and resources.

Benefits of using an AI copilot

Improved Agent Productivity

By providing real-time suggestions and information retrieval, AI Copilot enables agents to handle customer queries more efficiently, increasing productivity by upto 50%.

Reduced Training & Onboarding Time

New agents can learn faster with the help of copilot as they get real-time guidance, prompt responses on next action, suggestions, checklists and more.

Better Customer Experience

Customers get faster and more accurate responses—improving satisfaction, trust, and resolution rates.

Compliance and risk reduction

For highly regulated industries, copilots play crucial role in checking compliance and risk management factors for agents with built-in guardrails, audit trails, and human-in-the-loop controls.

Faster Decision-Making

AI Copilots get through relevant information, provides real-time recommendations, and next-best actions, helping agents resolve queries faster without switching between systems.

Scalable Support Without Headcount Increase

Organisations can scale without increasing staff as the agents can look into more customer queries, especially during peak times copilot can help a lot.

To Wrap up

AI Copilots are changing how humans and AI work together — bridging the gap between humans and AI. They are designed to support humans to ease their everyday operations. Copilots not only help them work faster but also deliver consistent results, stay compliant, and deliver their best. As organizations continue to adopt AI-driven assistance, AI Copilots are becoming a core part for modern, scalable enterprise operations. Organizations that adopt AI Copilots early will gain faster decision-making, higher productivity, and a sustainable competitive advantage in an increasingly AI-first world.