Artificial Intelligence is no longer just a buzzword in customer support - it's a performance multiplier. As support teams face rising ticket volumes and growing customer expectations, AI has emerged as a way to scale without sacrificing quality.

In this post, we’ll explore five practical ways AI can help your support team work smarter, resolve issues faster, and create better customer experiences.

Real-Time Agent Assist

AI copilots that live in your browser can suggest replies, surface help articles, and guide agents through complex workflows - all based on what’s on the screen. Unlike chatbots, these tools understand the real-time context of the ticket.

Benefits:

• Reduce Average Handle Time (AHT)

• Improve first contact resolution

• Cut down onboarding time for new agents

✨ Example: PixieBrix copilots detect the ticket’s intent, suggest macros, and tag tickets automatically.

Workflow Automation

AI can automate repetitive, manual steps like:

• Updating CRM fields

• Copying/pasting information

• Creating follow-up tasks

With browser-native tools, these actions happen inline, without switching tabs or tools.

Benefits:

• Fewer mistakes

• Higher agent focus

• More time for strategic work

Smart Ticket Triage and Routing

AI classifiers can analyze ticket content and route it to the right team, urgency level, or even language queue. This reduces delays and prevents misrouted issues.

Benefits:

• Faster resolutions

• Balanced workloads

• Happier agents and customers

In-Ticket Language Translation

Multilingual support is table stakes for many global teams. AI tools can translate incoming and outgoing messages on the fly—and even detect sentiment across languages.

Benefits:

• Global scalability

• Reduce dependency on bilingual agents

• Consistent quality across regions

Knowledge Surfacing and Article Suggestions

Instead of agents searching manually, AI can recommend help articles based on the conversation, historical data, or intent. These suggestions can appear inline within the support tool.

Benefits:

• Deflect repetitive questions

• Speed up response times

• Improve CSAT

AI isn't here to replace agents - it's here to empower them. Whether it's through copilots, automation, or smarter routing, AI gives support teams the edge they need to meet rising expectations.

Want to see how it all fits together? Check out our complete guide to AI in customer experience and support →