Zendesk has just announced a significant enhancement to their Copilot add-on that's set to transform how customer experience teams approach automation and intelligent task management. On 27th August 2025, Zendesk rolled out 15 new recommendation types for Copilot, expanding beyond the original six intent-based recommendations to include sophisticated entity, sentiment, and language-based insights.
For CX teams across Australia and beyond, this development represents a major leap forward in AI-driven customer service optimisation. Let's explore what these new capabilities mean for your organisation and how you can leverage them to enhance your customer experience strategy.
When Zendesk first introduced the Overview: Copilot page in Admin Centre earlier this year, it featured six recommendation types based on intelligent triage intents. These initial recommendations helped teams identify patterns in customer enquiries and suggested automation opportunities based on common request types.
The new update significantly expands this capability by introducing recommendations based on:
This expansion means Copilot can now provide more nuanced and contextually relevant suggestions for automating your customer service processes.
Entity-based recommendations represent one of the most powerful additions to Copilot's arsenal. These recommendations analyse customer communications to identify specific entities such as product names, account numbers, locations, or technical terms that frequently appear in support tickets.
For example, if your team frequently receives enquiries about a specific product feature, Copilot might recommend creating an automated workflow that routes these tickets to specialists or provides instant responses with relevant documentation. This level of granular analysis enables CX teams to:
At Gravity CX, we've seen firsthand how proper implementation of intelligent routing can transform customer service operations, and these entity-based recommendations will make such optimisations even more accessible.
The inclusion of sentiment-based recommendations marks a significant advancement in emotional intelligence for customer service platforms. Copilot can now analyse the emotional tone of incoming communications and suggest appropriate automation strategies based on customer sentiment.
This capability enables CX teams to:
For organisations managing high-volume customer interactions, sentiment-based automation can dramatically improve customer satisfaction scores whilst reducing the emotional burden on support agents. Our AI agent implementations have shown that emotional intelligence in automated systems leads to more positive customer outcomes.
The new language-based recommendation system addresses a critical need for organisations serving diverse, multilingual customer bases. Copilot can now identify patterns in different languages and suggest automation strategies tailored to specific linguistic groups.
This functionality is particularly valuable for:
Australian businesses serving multicultural communities will find this feature especially beneficial for maintaining consistent service quality across different language groups.
To maximise the value of these new Copilot recommendation types, CX teams should adopt a strategic approach to implementation:
Zendesk updates recommendations weekly on the Overview: Copilot page in Admin Centre. Establish a routine for reviewing these suggestions and identifying quick wins that can be implemented immediately.
Rather than implementing all recommendations at once, prioritise those with the highest potential impact on customer satisfaction and operational efficiency. Start with entity-based recommendations for your most common enquiry types.
Track the performance of implemented recommendations using Zendesk's reporting capabilities. Monitor metrics such as first-contact resolution rates, customer satisfaction scores, and agent productivity to measure success.
Use the insights from Copilot recommendations to inform broader automation strategies. The AI suggestions should complement, not replace, your team's expertise and understanding of customer needs.
For Australian organisations, these enhanced Copilot capabilities offer several strategic advantages:
These benefits are particularly relevant in the current economic climate, where businesses are seeking to optimise operations whilst maintaining high service standards.
The new recommendation types are available immediately to all Zendesk customers with the Copilot add-on. To access these features:
For organisations new to Zendesk or looking to optimise their existing implementation, professional guidance can accelerate the adoption of these advanced features.
Zendesk's expansion of Copilot recommendation types represents a broader trend towards more sophisticated AI integration in customer service platforms. As these systems become more intelligent and contextually aware, CX teams will have unprecedented opportunities to create personalised, efficient customer experiences.
The key to success lies in viewing these AI capabilities as tools that enhance human expertise rather than replace it. The most effective implementations combine AI-driven insights with human judgment and creativity to create truly exceptional customer experiences.
Zendesk's introduction of 15 new Copilot recommendation types marks a significant milestone in the evolution of AI-powered customer service. For CX teams, these enhancements offer powerful new tools for automation, personalisation, and operational optimisation.
By leveraging entity-based insights, sentiment analysis, and language detection, organisations can create more intelligent, responsive customer service operations that deliver superior experiences whilst reducing operational costs.
The weekly updates to recommendations ensure that your automation strategies remain current and effective, adapting to changing customer needs and communication patterns.
For Australian businesses looking to stay competitive in an increasingly digital marketplace, embracing these advanced AI capabilities isn't just an opportunity—it's becoming essential for sustainable growth and customer satisfaction.
Ready to explore how these new Copilot features can transform your customer experience strategy? Book a free consultation with our Zendesk experts to discover the possibilities for your organisation.