The Mojo AI Copilot: Your AI-Powered Support Assistant

What is the Mojo AI Copilot?

The Mojo AI Copilot is your organization's everyday sidekick for faster, more thoughtful customer support. It’s designed to help your team stay focused, move quickly, and respond with empathy without ever leaving Mojo.

The Mojo AI Copilot is fully integrated into the Mojo experience, built in-house and available to all plans.

How to enable/disable the AI feature

To begin using the Mojo AI Copilot, a help desk admin must enable the feature in settings.

  1. Click on the waffle icon on the upper right
  2. Select Account administration
  3. Navigate to Mojo Copilot
  4. Toggle Mojo Copilot to enable or disable

Once enabled, the knowledge base articles are automatically synchronized with the Mojo AI Copilot to power the Response Suggestions feature. This enables agents to provide accurate answers based on the organization's knowledge base content.

Synchronization happens automatically when Mojo AI Copilot is enabled or when articles are published or updated.

Mojo AI Copilot Features

Suggest answer: Drafts a suggested reply based on the full ticket thread and available knowledge base content.

Improve draft: Refine drafts with one click. Options include Rephrase, Shorten, Elaborate, More Formal, and More Friendly.

Suggest a KB Article: Surfaces the most relevant knowledge base articles using advanced semantic search, even if the customer doesn’t use exact keywords.

Ticket Summary: Summarizes the ticket thread so agents can catch up in seconds, with key details listed:

  • Issue
  • Customer Context
  • Agent Actions
  • Resolution Status

Sentiment Analysis: Instantly detects the tone of the customer’s message, highlighting:

  • Emotional Indicators
  • Conversation Tone
  • Key Phrases

Tips for better Mojo AI Copilot results

The knowledge base plays a central role in how Mojo AI Copilot generates responses. It ensures responses are accurate, consistent, and aligned with team standards. The Mojo AI Copilot relies on the knowledge base to generate high-quality answers so maintaining a strong KB is essential.

Here’s how to get the best results:

  • Review and update top articles regularly, especially those that cover common support questions.
  • If there’s no article on a topic, the Mojo AI Copilot will still suggest a draft response but for consistency and accuracy, it’s best to document those topics in the KB.
  • Agents can write their own reply and use the Mojo AI Copilot to polish it, even when no related article exists.
  • Keep articles clear, concise, and up to date. Well-written content helps the Mojo AI Copilot generate better suggestions.
  • New or updated articles are synced automatically with the Mojo AI Copilot. No extra steps needed.