Co-Pilot FAQ

This page provides answers to frequently asked questions about Puzzel’s Co-Pilot. Use this resource to get a clear overview of Co-Pilot’s capabilities and how it fits into the broader Puzzel ecosystem.

🛠️ Note: This page is continuously updated as Co-Pilot evolves. If you can’t find the answer you’re looking for, feel free to reach out to Lachezar Veselinski.

Table of contents

• What is Co-Pilot?

Previous calls

Call reason

Suggested Solutions

Ask Co-Pilot

Live summary – Add-on with separate pricing

Pitch decks

Can customers mix and match the different functionalities in Co-Pilot?

Can Call Reason and Live Summary be tailored for each queue?

Co-Pilot vs. Agent Assist

• What is next for Co-Pilot?

Where are we now

What’s coming next (H2 2025 / H1 2025)

• Live Summary

Can customer get Live Summary without the rest of the Co-Pilot?

Can Live Summaries be pushed directly into the CRM?

Can Live Summaries replace the current AI summaries in the CI Platform?

What happens when a call is transferred - does Co-Pilot continue the summary or start a new one?

Can Live Summaries be locked to prevent deletions but still allow additions?

Can Live Summaries be saved automatically - or what happens if the agent forgets to press “Save”?

• Pricing

The pricing is designed to be flexible and compatible with all existing Puzzel packages.Standard Pricing

Introductory Offer

Partner Sales

Implementation Package (Included in the price)

Configuration

What is Co-Pilot?

Previous calls

Shows history of previous calls and what they were about, so the agent can provide a more personal service.
Prerequisite: Conversational Intelligence
Primary value:

• Enables more personalized and context-aware service

• Reduces time spent re-discovering customer history

• Builds trust and continuity in customer interactions

Call reason

Prepares the agent better to take the call from the start and reduces Average Handling Time (AHT), as the customer doesn’t need to explain the reason for calling. Gives the customer the experience of using the wait time for something meaningful.
Prerequisites: Conversational Intelligence
Primary value:

• Reduces Average Handling Time (AHT)

• Improves first impression and agent readiness

• Makes wait time feel purposeful for the customer

Suggested Solutions

Based on knowledge from, for example, Knowledge base, FAQ, website, etc., the co-pilot suggests how the problem can be solved based on the customer’s input.
Prerequisites: Connection to a Knowledge base and Call Reason activated
Primary value:

• Reduces Average Handling Time (AHT)

• Speeds problem resolution

• Improves consistency and accuracy in resposes

Ask Co-Pilot

During the Call Gives the agent the ability to ask the co-pilot for help. Answers are based on knowledge from, for example, Knowledge base, FAQ, website, etc.
Prerequisites: Connection to a Knowledge base
Primary value:

• Provides real-time support for complex queries

• Empowers agents to handle unfamiliar topics confidently

• Reduces escalations and improves first contact resolution (FCR)

Live summary – Add-on with separate pricing

Automatic summary after the call. Ready in seconds. Fully editable for the agent. Agent can copy to e.g. CRM or this could happen via API or webhook.
Prerequisites: Conversational Intelligence
Primary value:

• Significant reduction in wrap-up time and AHT

• Improves accuracy and consistency in data

• Reduces cognitive load for the agents

• Can be tailored to individual queues

Pitch decks

Find more information in the Co-Pilot and Live Summary pitch decks here: [insert links]

Can customers mix and match the different functionalities in Co-Pilot?

Customers can mix and match Co-Pilot features based on their needs. However, some features are interdependent:

• Suggested Answers requires Call Reason to be enabled.

• Call Reason, Ask Co-Pilot, and Live Summary can be enabled independently.

This setup lets customers choose the features they need, while making sure connected ones work properly together.

Can Call Reason and Live Summary be tailored for each queue?

Yes, both can be tailored for each specific queue.

Co-Pilot vs. Agent Assist

Co-Pilot, Agent Assist, and Advanced Agent Assist all aim to support agents in delivering fast, high-quality customer service—but they do so in different ways. Below is a breakdown of how they compare across key stages of a customer call:

FEATURE COMPARISON DETAILS

What to keep in mind

Co-Pilot is set to gradually replace many Agent Assist and Advanced Agent Assist features over the next 6–12 months. It’s designed as a holistic, multi-channel AI assistant that empowers agents with real-time knowledge, contextual support, and streamlined workflows.

What is next for Co-Pilot?

Our vision for Co-Pilot is to become a holistic, multi-channel AI partner that empowers agents with the knowledge, guidance, and confidence to deliver faster, smarter, and more human customer experiences. Putting a trusted co-pilot at the centre of every interaction - elevating both the quality of service and the people who provide it.

Where are we now

Version 1 of Co-Pilot is a strong foundation. It already includes key features that help agents work smarter and faster on voice calls. But this is just the beginning.

What’s coming next (H2 2025 / H1 2025)

We’re actively expanding Co-Pilot’s capabilities to bring us closer to our full vision. Here’s what’s on the horizon:

• Support for text-based interactions
  Co-Pilot will extend to email and chat, enabling consistent support across channels.

• Voice Bot handover
  Seamless transitions from automated bots to live agents—without losing context.

• Real-time contextual suggestions
  Co-Pilot will dynamically adapt its recommendations as conversations evolve.

• Live conversation summaries in CI
  Summaries will be available directly within Conversational Intelligence for deeper insights and easier documentation.

Live Summary

Can customer get Live Summary without the rest of the Co-Pilot?

Yes! While Live Summary is an add-on to Co-Pilot, it’s available as a standalone feature. Customers don’t need to purchase the full Co-Pilot suite to benefit from Live Summary. It can be activated independently to fit their specific needs.

Can Live Summaries be pushed directly into the CRM?

Yes! They can be sent via webhook or API for seamless CRM integration.

Can Live Summaries replace the current AI summaries in the CI Platform?

No, Live Summaries will not replace the current AI summaries. Furthermore, in the initial release, Live Summary won’t be available in CI. However, future updates will bring Live Summary into CI alongside existing summaries.

What happens when a call is transferred - does Co-Pilot continue the summary or start a new one?

Live Summary does not follow the call after a transfer. A new session starts, which means a new summary is created. The same applies to Ask Co-Pilot history.

However, Call Reason and Suggested Answers do follow the call, if enabled for the customer.

Can Live Summaries be locked to prevent deletions but still allow additions?

Not currently. But if more customers request this, we’ll consider adding it to the roadmap.

Can Live Summaries be saved automatically - or what happens if the agent forgets to press “Save”?

Auto-save isn’t available yet. Agents must manually press “Save” at the end of the conversation. If they don’t, the summary disappears when a new call comes in.

Pricing

This page outlines the pricing model for Co-Pilot, including standard rates, promotional offers, partner sales terms, and implementation support.

The pricing is designed to be flexible and compatible with all existing Puzzel packages.

Standard Pricing

Co-Pilot is priced at 400 NOK per agent/month, placing it in the mid-range of the market.
It is offered as an add-on to all existing Puzzel packages, ensuring flexibility across the customer base.

Introductory Offer

As a launch promotion, Co-Pilot may be offered at a 25% discount for the first 12 months for the first 30 customers, bringing the price to 300 NOK per agent/month. This offer is intended to create a sense of urgency and gather feedback to inform future pricing decisions.

Partner Sales

• Both standard and introductory prices apply when Co-Pilot is sold through partners.

• The standard partner margin applies to both the standard price and the introductory offer.

Implementation Package (Included in the price)

The pricing includes an implementation support package consisting of:

• 15 hours of Co-Pilot enablement for the customer

• 15 hours of prompt engineering assistance for customers using Live Summary

Additional hours can be purchased at Puzzel’s standard professional services rate.

Standard partner margins apply
*Additional professional service hours can be purchases separately