Enjo AI for CS teams
This article covers how to use the AI Agent, Agent Assist, and Help Center to handle customer service requests from automating common questions to supporting human agents and enabling multilingual self-service.
Answer common questions automatically
The AI Agent searches your connected knowledge sources help articles, uploaded documentation, and synced content from Confluence, Google Drive, or SharePoint and generates cited responses to incoming customer requests. Configure your knowledge sources in AI Agents > Knowledge before enabling the agent on a customer-facing channel.
💡Tip: Use Bulk Testing to validate AI response accuracy across a range of common queries before going live.
Enable customer self-service
The Help Center gives customers a branded, searchable portal to find answers without contacting support. AI Search returns semantically relevant results across your published articles. Use Audience Targeting to control which content is visible by customer segment or login state.
💡Tip: Connect your Help Center articles back to the AI Agent using AI Agent Training to keep both surfaces grounded in the same approved content.
Support agents during live work
Agent Assist is embedded directly in your helpdesk tool (Zendesk, Salesforce, JSM, or ServiceNow). It surfaces relevant knowledge and draft replies without requiring agents to leave their workspace.
Ask AI answers agent questions using live case context
Reply Suggestions recommends responses based on prior resolutions
Reply Refinement rephrases, expands, or adjusts tone on drafted replies
💡Tip: Use Case Summary to give agents immediate context when picking up an escalated conversation.
Route and triage incoming tickets
The AI Agent categorizes and routes incoming requests using the Escalation module. Define routing rules based on topic, sentiment, or customer attributes to send requests to the right team or queue. Sentiment Analysis in Automation Tools flags high-risk conversations in real time.
💡Tip: Use Views in Inbox to monitor key queues and ensure routed tickets are being picked up within SLA windows.
Serve customers in multiple languages
Use the Help Center's Multilingual module to publish localized content for different regions or language preferences. For human agents, AI Translation in Agent Assist provides one-click translation of replies into any target language directly from the case view.
What's next
Connect a knowledge source to ground your AI Agent in approved content
Set up your Help Center and configure AI Search
Configure escalation rules to define when and where the AI Agent hands off to humans