CSR-X
Co-pilot for your team and your data

Your AI agent, now working for your team.

Co-pilot puts the AI agent you've already trained beside your people. It helps team members resolve the conversations handed to them, and answers your questions about how customer service is really going.

Start Free Trial See it in action
Ask NovaWhat does the customer need?
For your team
Searched the knowledge base
Refunds & duplicate charges
Reply drafted
Ready for Sam to review · Not sent
Assigned to you
Email from Jordan Lee
For your business
Billing questions up 61%
This week vs last week
81% resolved by Nova
214 conversations yesterday
Yesterday in review
Posted to Slack · 8:00am

One assistant, two jobs

Help in the moment. Insight over time.

Your AI agent already knows your business: your knowledge, your rules, your tools. Co-pilot lets your team put all of that to work, whether they're helping one customer or trying to understand thousands.

For your team

Resolve handovers faster

When a conversation reaches a team member, co-pilot is there with the context, the right knowledge and a suggested next step, so customers get a confident answer sooner.

See it in a conversation

For your business

Understand what is happening

Ask about your conversations, topics, trends and team in plain language. Get answers on demand, or have them delivered on a schedule.

See it answer questions

For your team · In the conversation

Handed over, not left on their own.

When your AI agent passes a conversation to a person, it shouldn't be a cold start. Co-pilot sits in the sidebar of every conversation, already knowing who the customer is, what they've said and what they need. Ask it for a summary, the right policy or a draft reply to send as your own, without ever leaving the conversation.

Already knows the conversation and the customer behind it
Searches your knowledge base and uses your agent's tools
Drafts replies for you to review, edit and send
Jordan Lee
Needs attention
JL
Jordan Lee
Email · jordan.lee@example.com
Billing
Hi, I've been charged twice for my March invoice. I've attached my bank statement. Can I get the second payment refunded please?
Thanks Jordan, sorry about that. I've passed this to our accounts team so someone can sort out the refund for you.
Nova handed this conversation to the team
Reply to Jordan…
✦ Write messageSend
✦
Ask Nova
Private to your team
What does the customer need?
Searched knowledge · Refunds & duplicate charges
A refund of the duplicate March payment. Your policy lets the team reverse duplicate charges within 60 days, so this one qualifies.
Draft a reply
Suggested replyNot sent

Hi Jordan, thanks for sending that through. I can see the duplicate charge and I've arranged a refund. It should be back in your account within 3–5 business days. Sorry for the hassle!

Ask about this conversation…
Nothing here is sent to the customer.
Add a note that accounts approved the refund, then hand it back to you to let Jordan know.
Internal note added
Handed back to Nova
Done. The note is on the conversation and I'll take it from here. I'll let Jordan know the refund is on its way.
Summarize this conversationWhat should I do next?Draft a reply

You stay in control

The AI does the legwork. Your people make the call.

Co-pilot works for your team member, never around them. It doesn't message customers and it only takes an action when someone asks it to. Every reply it drafts is one a person chooses whether to send.

When something needs doing, just say so. Ask co-pilot to add an internal note, assign the conversation to you, close it once it's sorted or hand it back to your AI agent to finish off. Fewer clicks, less context switching and more customers helped per shift.

Never messages customersActs only when askedAdd a noteAssign to meHand back to the AI agent

For your business · Ask anything

Dashboards show you what happened. Co-pilot helps you understand it.

CSR-X dashboards already give you the numbers at a glance. Co-pilot lets you have a conversation with them. Ask a question in plain English and your AI agent works through your conversations, topics and metrics to answer it.

Then keep going. Compare it with last month, break it down by channel, ask what customers actually said. Answers can link to the conversations behind them, so you can check the evidence yourself.

Topics

"What have conversations been about this week?"

Trends

"How has conversation volume changed this quarter?"

Outcomes

"How many did the agent resolve on its own?"

Team

"What did each team member complete yesterday?"

✦
Ask Nova
Your conversations, topics and metrics
+ New chat
Compare this week's topics with last week's

Billing is up sharply this week, mostly customers asking about the new invoice layout. Delivery questions dropped after Monday's courier fix.

TopicThis weekLast weekChange
Billing14288+61%
Delivery6497−34%
Bookings120113+6%

Want me to pull a few billing conversations so you can see what's confusing people?

Yesterday in review
Weekdays at 8:00 am · Email & Slack
"Give me a summary of what happened yesterday: volume, what the agent resolved, top topics and anything still waiting on the team."
#customer-service· Slack
✦
Nova 8:00 AM

Yesterday in review

  • 214 conversations, 81% resolved by Nova without help
  • Billing was the top topic, driven by the new invoice layout
  • 6 conversations are still waiting on the team

Continue the conversation in CSR-X →

Routines

Your morning briefing, already written.

Found a question you'll want answered again? Save it as a routine. Choose daily, weekdays, weekly or monthly, pick a time, and co-pilot runs it for you.

The answer arrives in your inbox or lands in your team's Slack channel, ready to read with your first coffee. Everyone starts the day knowing what happened, and nobody has to pull a report.

Daily, weekday, weekly or monthly, at the time you choose
Delivered by email or posted to Slack
Every run is saved, so you can ask follow-up questions

Why it matters

Better service today. Better decisions tomorrow.

Co-pilot gets more value out of the AI agent you have already set up, for the people on the front line and the people running the business.

Faster resolutions

Team members get the context and the answer in seconds, so customers who were handed over aren't left waiting.

Consistent answers

Replies draw on the same knowledge and rules as your AI agent, whoever happens to be on shift.

New staff up to speed sooner

Co-pilot knows your policies and processes, so newer team members can confidently handle more from day one.

Insight without an analyst

Anyone can ask a question of your data. No reports to build, no spreadsheets to export.

Spot issues early

Notice a rising topic or a dip in resolutions while there's still time to do something about it.

Everyone in the loop

Scheduled summaries keep owners and managers informed, without anyone needing to log in.

Frequently asked questions

A few more details.

Can co-pilot send messages to my customers?

No. Co-pilot only talks to your team. It can suggest replies, but a team member always decides what gets sent. If you hand a conversation back to your AI agent, the agent picks it up and carries on as normal.

What does co-pilot know about my business?

Everything you have given your AI agent: its knowledge base, instructions and tools. It can also see your conversations, topics and metrics in CSR-X, which is how it answers questions about performance and trends.

Does it replace the dashboards?

No, the two work together. Dashboards are the quickest way to see your numbers at a glance. Co-pilot is for the questions that come next: why something changed, how it compares, and what customers actually said.

How do routines get delivered?

By email, or posted to a Slack channel if you have connected the Slack integration. Each run is also saved in co-pilot, so you can open it and keep asking questions.

Do I need to set anything up?

Not really. Co-pilot uses the AI agent you have already configured, so it is ready as soon as your agent is. Routines take a minute to create from any question you have asked.

Get started

Give your team a co-pilot.

Start your free trial and set up your AI agent. Co-pilot comes with it, ready to help your team with every handover and to answer your questions about every conversation.

Start your free trial

14-day trial · No credit card required