Zendesk's Auto Assist Tab: Revolutionising Customer Experience Teams

Zendesk has just rolled out a powerful new feature for customer experience (CX) teams: the auto assist tab in the Zendesk Copilot: Agent productivity analytics dashboard. This update is designed to give CX leaders and agents unprecedented visibility into how AI-powered auto assist is being used across their teams, enabling smarter decisions, better reporting, and ultimately, improved customer service outcomes.

What is Changing?

The new auto assist tab is now available within the Zendesk Copilot: Agent productivity dashboard. This dedicated section provides detailed usage data on auto assist, including:

• Acceptance rate per procedure
• Number of agents using auto assist
• Customisable metrics and reporting options
• Ability to drill down into specific procedures and agent performance

For CX teams, this means you can now track exactly how auto assist is being adopted, which procedures are most effective, and where there may be opportunities for further training or optimisation.

Why Did Zendesk Make This Change?

As AI and automation become increasingly central to customer service, it’s critical for organisations to understand how these tools are being used. Zendesk introduced the auto assist tab to help teams:

• Gain transparency into AI adoption and agent engagement
• Identify high-performing procedures and replicate success
• Spot areas where agents may need additional support or training
• Build custom reports tailored to their unique business goals

By surfacing these insights, Zendesk empowers CX leaders to make data-driven decisions that enhance both agent productivity and customer satisfaction.

How to Access the Auto Assist Tab

Getting started is simple:

1. Go to the product tray in Zendesk and select Analytics.
2. Open the Zendesk Copilot: Agent productivity dashboard.
3. Select the Auto assist tab to view the new analytics.

From here, you can explore a range of metrics and even create custom reports using the auto assist data set. For more detailed instructions, see Analysing your Copilot activity.

Practical Benefits for Customer Experience Teams

The introduction of the auto assist tab brings several tangible benefits for CX teams in Australia and beyond:

• Enhanced Visibility: Managers can see which agents are embracing auto assist and which procedures are driving the most value.
• Continuous Improvement: By analysing acceptance rates and usage patterns, teams can refine procedures and share best practices.
• Custom Reporting: Build reports that align with your business KPIs, whether it’s reducing handle time, improving first contact resolution, or boosting customer satisfaction.
• Targeted Training: Identify agents or teams who may benefit from additional coaching on using auto assist effectively.
• Data-Driven Decisions: Use real-time insights to inform staffing, workflow changes, and technology investments.

For example, a CX manager at an Australian retail brand might notice that certain auto assist procedures have a much higher acceptance rate than others. By investigating further, they can uncover what makes those procedures successful and roll out similar approaches across the team. Alternatively, if adoption is lagging in a particular department, targeted training can be delivered to boost confidence and usage.

Why This Matters for Australian Businesses

In the competitive Australian market, delivering fast, accurate, and personalised customer service is more important than ever. The new auto assist tab gives local CX teams the tools they need to stay ahead, ensuring that AI investments are delivering real value and that agents are supported every step of the way.

For organisations looking to maximise their Zendesk investment, partnering with a local expert can make all the difference. Gravity CX is Australia’s leading Zendesk implementation and optimisation partner, helping businesses unlock the full potential of their customer experience platforms.

Next Steps

If you’re already using Zendesk Copilot, log in today and explore the new auto assist tab. Start tracking your team’s AI adoption and use the insights to drive continuous improvement. If you need help customising your analytics or want to learn more about best practices, contact Gravity CX for expert guidance.

For more information, visit the official Zendesk announcement.

Stay tuned for more updates on how Zendesk is empowering customer experience teams with innovative AI and analytics tools.