How your team can use Copilot to work smarter, not harder

Kevin Furlong · 2025-05-30T11:52:48+00:00

On the surface, it can seem that Copilot is a simple yet powerful tool that helps your team answer customers questions. But, it’s so much more than that!We've been using Intercom’s Copilot across our team and it's been a game-changer for us. If you're not using it to its full potential yet, here’s a quick breakdown of some ways to use Copilot you may not have thought of that help streamline work and boost efficiency:Faster Onboarding for New AgentsNew joiners no longer need to ping senior teammates every five minutes. Copilot acts like a super-smart buddy, guiding them with internal resources and examples from previous chats. It’s drastically shortened our onboarding ramp time.Internal Process GuidanceWhenever someone has a “how do we do this again?” moment, Copilot jumps in with answers sourced from our internal articles and documentation. It’s perfect for navigating complex or frequently changing internal workflows.Major Time SavingsBy aggregating info from external knowledge bases (e.g. Notion, Guru, Confluence), past tickets, macros and pdfs, Copilot delivers clear, summarized responses in one place. No more switching tabs or wasting time tracking down answers.Drafting Messages with EaseCopilot helps our agents craft responses that hit the right tone and stay on-brand. It’s great for making sure we’re consistent and polished across the board — especially for tricky or detailed questions.Supporting Multilingual TeamsFor teammates who speak English as a second language, Copilot smooths out terminology and phrasing. It helps them feel more confident and communicate more naturally with customers. Would love to hear how others are using it too — drop your tips below! 🚀

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