How support teams use Copilot to onboard faster, reduce busywork, and improve performance
Today’s support teams are expected to do more than ever: respond faster, personalize every interaction, and keep pace with growing volume — often with stagnant headcount and fragmented tools. And while automation has helped deflect some tickets, it’s not enough. What teams need now is a way to make every agent more effective, not just more efficient.
That’s where Assembled’s AI Copilot comes in.
Copilot is an AI assistant that lives inside your help desk — surfacing answers, drafting replies, and helping agents stay focused on resolution, not research. And it’s already making a measurable impact. Companies like aXcelerate have cut onboarding time in half. Honeylove has seen a 54% increase in solves per hour for power users. And Lulu and Georgia has decreased first response times by 22%.
Across industries, support teams are using Copilot to onboard agents more confidently, resolve issues faster, and reduce the kind of repetitive work that leads to burnout, boosting both team morale and long-term retention, without sacrificing the quality or human touch their customers expect.
What Copilot is — and why support teams are adopting it
Copilot is a real-time AI assistant built to support agents inside the tools they already use. It surfaces the right knowledge, drafts accurate and empathetic replies, summarizes complex cases, and translates messages — all while adapting to a company’s brand, tone, and policies.
Unlike traditional macros or standalone AI tools, Copilot learns from agent behavior and connects directly to your existing systems. That means agents stay in the flow of work while Copilot handles the context-switching, documentation lookup, and repetitive tasks that slow teams down. It’s designed to slot into your existing workflows — with plug-and-play integrations for tools like Zendesk, Shopify, and Google Drive, and setups that go live in days, not weeks.
Support leaders choose Copilot because it’s fast to implement, easy to adopt, and measurably improves team performance. It doesn’t replace agents — it gives them the context, guidance, and confidence to deliver better outcomes, faster.
Faster onboarding, with less hand-holding
aXcelerate needed a way to get new agents up to speed faster, without sacrificing quality. Traditional onboarding involved long training cycles, peer shadowing, and heavy documentation, often delaying productivity for weeks.
After implementing Copilot, that timeline changed. Training time dropped from 8–12 weeks to just 5–6. Instead of relying solely on static resources or waiting for help, new agents could start working tickets within days, backed by AI-suggested replies, contextual knowledge, and real-time guidance.
The impact went beyond speed. Copilot gave the team the confidence to hire from a broader talent pool, including candidates without prior contact center experience.
With Assist, new hires have a resource they can ask questions that they might not necessarily feel comfortable asking a colleague.”
Casey Watkinson, Support Centre Team Leader, aXcelerate
By making knowledge accessible and reducing reliance on team leads, Copilot helped new agents ramp faster and contribute sooner, without compromising service quality.
Boost agent productivity and reduce escalations
At Honeylove, agents pride themselves on delivering warm, empathetic support — often during emotionally charged moments like weddings, performances, or gift-giving occasions. But as the company grew, so did the complexity of its support operations. Agents were regularly escalating tickets to team leads, which led to longer handle times, increased costs, and added pressure on senior staff.
That changed with the introduction of Copilot.
By surfacing relevant policy and product knowledge and auto-drafting replies in Honeylove’s unique voice — 💜 emoji and all — Copilot gave agents the confidence to handle more complex cases on their own. In just five months, power users saw a 54% increase in solves per hour. Agents using Copilot even a few times a day saw a 32% improvement, while average users saw gains of 13%.
Escalations dropped by 20%, freeing up time for team leads to focus on coaching, documentation, and high-impact support efforts.
With our growing business and the emergence of new AI technology, we saw a unique opportunity to increase agent autonomy and decrease escalations.”
Samara Bekkering, Customer Experience Supervisor, Honeylove
With Copilot in place, Honeylove was able to keep its support team small and scrappy, while scaling productivity and maintaining its signature brand tone.
Improve response times and maintain context across complex workflows
For Lulu and Georgia, support is as thoughtfully designed as the home goods it sells. With high expectations and emotionally sensitive interactions — like damaged furniture deliveries or delayed shipments — the team needed a support system that could deliver empathy and speed, without dropping context.
After implementing Copilot, the team saw immediate improvements across key metrics. First response time (FRT) dropped by 22%, and the time from first assignment to resolution decreased by 18% over 9 months. Copilot’s AI-suggested replies and case summaries helped agents respond faster while staying grounded in each customer’s full history.
The team also used Copilot to streamline high-friction workflows, like damage claims. Previously, agents had to manually track down photos, escalate to vendors, and coordinate next steps. With Copilot surfacing the right process documentation and summarizing multi-step cases, agents were able to move faster and escalate less.
“Assist is just so helpful. It saves the agent so much time having to explain to a colleague what’s been going on over the past 60 days with a really complex issue. The scope of everything that it can do with no effort is just such a nice thing.”— Laura Shibley, Customer Experience Manager, Lulu and Georgia
By integrating Copilot with tools like Zendesk and Google Drive, the team gained an always-on teammate — one that supports agents across product categories, customer journeys, and operational handoffs.
Save time and scale support without burning out your team
DailyPay’s 450+ person support team was growing fast, but their existing systems couldn’t keep up. Manual scheduling, disconnected platforms, and high-volume queues were creating operational bottlenecks, especially across their global network of BPOs and internal teams.
After rolling out Copilot alongside Assembled Workforce Management (WFM), the impact was immediate. Real-time analysts (RTAs) saved 15% of their time. SLA performance improved by 7%. And across four sites and two BPOs, the team saved 9,600 hours per month, translating to over $1 million in annualized productivity gains.
With Copilot, agents gained an AI-powered teammate that drafts replies, surfaces knowledge instantly, and generates summaries, reducing handle time and eliminating the need to toggle between tools or rewrite the same response again and again.
Copilot has been valuable for our human agents — giving them auto-drafted replies, quick access to knowledge, and ticket summaries that cut down handle time.”
Ryan Moore, VP of Customer Support & Global BPO Strategy, DailyPay
As DailyPay continues to expand, Copilot is enabling their support team to grow smarter — not just bigger.
Built to grow with your team, not just support it
While Copilot already delivers clear wins in onboarding, productivity, and response quality, many teams are beginning to unlock even more value by tapping into its full capabilities.
Translate conversations in real time
Copilot helps agents support customers in any language, without switching tools or relying on third-party apps. Messages are translated instantly, and suggested replies stay on-brand and accurate across every market. That means teams can scale globally without adding regional headcount or sacrificing quality.
Stay consistent, no matter who’s replying
Copilot adapts to your brand voice, sentiment preferences, and policy requirements. Whether your tone is formal or friendly, every AI-suggested reply reflects your company’s standards, giving agents a strong starting point that still sounds like you.
Improve every part of your AI stack — automatically
Copilot doesn’t just help agents in the moment. Every edit, improvement, and decision feeds back into your broader support system. Because Copilot shares a brain with Assembled’s AI Agents and WFM tools, agent feedback helps train your automation, refine workflows, and improve orchestration across your entire operation.
Measure impact across hybrid teams
As AI becomes a bigger part of support delivery, Copilot helps leaders track performance and quality, whether a conversation was handled by an agent, an AI agent, or both. With unified reporting and real-time visibility, teams can see what’s working, where to optimize, and how AI is contributing to real outcomes.
One Copilot, many wins
Support teams across SaaS, fintech, and ecommerce are already proving that AI doesn’t have to come at the cost of quality. Copilot helps agents work faster, smarter, and more confidently — with real results to show for it.
Want to see what Copilot can do for your team? Schedule a personalized demo.
