Zendesk Copilot for Voice: All you need to know
Zendesk voice Copilot supports every call with AI-powered guidance in real time. Assist agents to respond faster, reduce after-call work, and turn voice conversations into insights—all within the Zendesk platform.
更新日: February 19, 2026
What is AI Copilot for voice?
Copilot for voice is an AI-powered assistant designed to address the unique demands of voice support. During live calls, it empowers agents with real-time knowledge suggestions so they can respond faster, stay on script, and reduce hold times.
After the call, Copilot streamlines wrap-up by automatically generating transcripts and summaries. It also provides intelligent triage by extracting insights such as intent, sentiment, entities, and language.
Transforming voice support with AI
Customers still turn to voice for complex, high-stakes, or emotionally charged issues where tone, nuance, and speed matter. This puts customer support agents under immediate pressure. When they don’t have the right answer on hand, they often have to put the call on hold and try to find help. When support isn’t available in the moment, customer experience suffers.
That’s where Zendesk voice Copilot comes into play. It empowers agents to resolve calls faster and with confidence by delivering the guidance they need as quickly as possible, improving the overall customer experience.
Zendesk built this solution as a natural evolution of Zendesk Talk, one of its foundational CX services, and Zendesk voice, the integrated, enterprise-ready calling solution.
Copilot for voice brings AI to key moments across voice workflows. It supports agents, simplifies follow-up work, and helps teams improve performance over time. As a result, teams can reduce average handle time (AHT), streamline after-call work (ACW), and increase first call resolution (FCR).
Respond faster with real-time knowledge suggestions
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Even the strongest agents can struggle when information is scattered or answers aren’t standardized. Zendesk voice Copilot listens along, understanding what the customer is asking and the broader intent of their call. Then, it guides the agent, surfacing relevant, contextual information in real time. This can include knowledge base content or approved troubleshooting tips. This reduces the time your agent has to spend searching for information. It empowers them to stay present in the conversation and always have the right answer at hand. |
See how Zendesk voice supports faster, more accurate responses during live calls. |
Reduce after-call work with AI-generated transcripts and summaries
See how virtual call center software reduces after-call work with AI-generated transcripts and summaries. |
After call work (ACW) is necessary but time-consuming and repetitive. Voice Copilot lightens the load for CX agents by providing accurate, automated call transcriptions and summaries that are available immediately after each call. This preserves context by capturing key details and next steps without the need for manual note-taking or relying on agent memory. Agents can quickly review the discussion and pick up conversations where they left off. When needed, they can easily share clear context with their team. By reducing ACW, agents can transition faster between calls. This gives them more time to focus on what matters most—resolving customer issues. |
Turn every conversation into insight with intelligent triage
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Voice conversations are full of rich, meaningful information. Historically, they’ve been hard to analyze at scale, which is why contact centers are adopting AI-powered voice assistants to turn call data into actionable insights for teams. Zendesk voice Copilot analyzes every voice conversation to reduce the need for manual review at scale across regions. It categorizes them by:
This transforms conversations into usable insights. Agents get better context with less guesswork, while team leads benefit from clear visibility into why customers are calling, where the friction is, and what’s changing over time. This enables faster, more informed decisions. |
Discover how AI Voice Copilot turns voice conversations into actionable insights |
Work seamlessly within Zendesk
See how AI Copilot integrates seamlessly into your existing Zendesk voice workflows. |
AI Copilot for voice is built directly into the Zendesk platform. This means your agents can use the same workspace and workflows they already know. It works seamlessly alongside core voice capabilities like IVR software. For admins and leaders, it means there are no new systems to manage. The AI works within your existing configurations and service standards. As a result, all stakeholders, including your customers, get a consistent experience across all channels and teams. Fewer tools and less operational complexity deliver consistent, connected customer experiences. |
Zendesk: Voted best software by G2
Zendesk is recognized by G2 as a leading platform for customer service, based on verified customer reviews. Zendesk is consistently named a leader across mid-market and enterprise categories, reflecting its ability to support teams at every stage of growth.
These rankings are driven by direct feedback from real users and independent evaluation across the global software market.
Here’s what customers have to say about using Zendesk:
“Zendesk Makes Customer Service Effortless and Organized [...] we were able to keep track of everything, starting from receiving calls to creating detailed records. The tool allows us to set the appropriate disposition for each case, such as marking it as pending, solved, or pending for a manager.”
–Ruby Ann G., Customer Service Representative, Small-Business (50 or fewer employees)“Zendesk has been instrumental in helping us make sure that customers receive prompt responses after their issues are escalated to the right team.”
–Hugo H., Senior customer experience advocate, Mid-Market (51-1,000 employees)“Zendesk Support Suite addresses the challenge of managing customer inquiries across multiple channels by centralizing all interactions in one platform. This improves response times and ensures consistent communication.”
–Kazi R., Technology Analyst, Information Technology and Services Enterprise (over 1,000 employees)Frequently asked questions
Experience the future of voice with Zendesk
Voice remains one of the highest-impact yet most demanding channels in customer experience. With Zendesk Copilot for voice, you gain a practical, built-in AI partner across the entire voice journey.
Your agents will be able to respond faster and reduce after-call work, while team leads are better equipped to make decisions with clear, actionable insights. It’s a simpler, more connected way to deliver great service on every call, without adding complexity for your organization.
Whether you're looking to support high call volumes, scale globally, or improve efficiency without increasing headcount, Zendesk voice Copilot will revolutionize your CX team. It brings AI to voice in a way that’s human, flexible, and easy to adopt.