# Boost agent efficiency with Kustomer Envoy

> The AI Agents for Reps product is designed to enhance agent efficiency and customer satisfaction with AI Summaries and Copilot.

Source: https://help.kustomer.com/en_us/boost-agent-efficiency-rkmsrBa1eg

Last updated: 2026-06-09T21:52:54.779Z

Kustomer Envoy is designed to enhance agent efficiency and customer satisfaction by automating time-consuming tasks and delivering critical insights. The two core features in this product—Summaries and Copilot—work together to empower agents with the tools they need to respond faster, more effectively, and with greater context.

With these features, you can:

*   **Provide valuable insights**: Summaries give agents a quick overview of key information from customer conversations and profiles, helping them act more effectively without needing to search through detailed records.  
      
    
*   **Streamline workflows:** Copilot helps agents quickly access relevant information, generate responses, and perform actions, allowing them to focus on more meaningful customer interactions. AI Summaries ensure that agents have key context available at all times.  
      
    
*   **Improve agent efficiency:** With real-time support and automated summaries, agents can respond faster and with more accuracy, improving both response times and customer satisfaction.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/487d01f7c8b23f01d3aa316fa6664603.png)

**Note:** Kustomer Envoy uses generative AI technology. When using any of these features, review the results before applying any suggestions. Your data is not being used to train any large language model. For more information, see [Open AI's API data usage policies](https://openai.com/enterprise-privacy/).  
  

### Summaries

[Summaries](https://help.kustomer.com/set-up-ai-summaries-HkklW4Rkl) automatically generate helpful overviews of customer interactions, including conversations, customer profiles, and custom objects (KObjects). This feature ensures that agents have key context readily available, whether they’re responding to a customer, reassigned to a new conversation, or reviewing closed conversations.[](https://help.kustomer.com/set-up-ai-summaries-HkklW4Rkl)

**Key features:**

*   **Conversation, Customer, and KObject (custom object) summaries**  
    Summaries automatically generate helpful overviews for customer conversations, customer profiles, and KObjects. These summaries provide agents with key insights directly in the customer timeline, saving time and improving context during interactions.  
      
    
*   **Conversation handoff**
  
    When a conversation is reassigned to another agent, Summaries generate a handoff summary, giving the new agent a quick snapshot of the conversation so they can quickly pick up where the previous agent left off.  
      
    
*   **Closing handoff
summary**  
    Summaries generate a summary when a conversation is marked as Done, providing a final snapshot of the interaction for easy reference or follow-up.  
      
    
*   **Refresh summaries**  
    You can refresh existing summaries at any time to ensure they reflect the latest available information, helping agents stay up to date with the most current context.  
      
    
*   **Manually generate summaries**  
    Summaries can be manually generated at any time, ensuring that key details are captured and available to agents whenever needed, even for conversations or customers that haven't had a summary automatically generated.

### Meet your Copilot

[Copilot](https://help.kustomer.com/en_us/set-up-copilot-SyU13vB1lg) helps reps by automating tasks and providing real-time insights. It leverages your organization’s past conversations, data sources, and automations to help your teams answer customer inquiries, take action, and resolve issues faster. With Copilot, agents can focus more on building customer relationships while the AI handles the repetitive tasks.[](https://help.kustomer.com/en_us/set-up-copilot-SyU13vB1lg)

**Key features:**

*   **Suggest and performs actions**  
    Copilot can recommend what actions you should take and then execute the action, such as creating orders or updating records, allowing agents to complete tasks without leaving the conversation. Give automations access to tools, such as [MCP servers](https://help.kustomer.com/connecting-kustomer-to-a-remote-mcp-server-HknwNCnYWx), to extend functionality with external tools and data sources.   
      
    
*   **Contextual responses to agent questions**  
    Copilot provides real-time, contextual answers to agent questions by pulling information from your knowledge base, past conversations, and data sources, ensuring relevant and accurate responses.  
      
    
*   **Suggested messages**  
    Copilot suggests pre-written responses for common inquiries, helping agents respond quickly and consistently while maintaining a personalized touch.  
      
    
*   **Seamless integration with your knowledge sources**  
    Copilot integrates with your organization’s knowledge base and public URLs to quickly deliver answers and resources to agents in real-time, ensuring relevant and accurate responses.  
      
    
*   **Customizable writing guidance**  
    You can set writing guidance for Copilot to help ensure responses match your brand’s voice and tone. This helps maintain consistency across customer interactions, no matter which agent is replying.  
      
    
*   **Built-in writing tools**  
    Help agents write better replies with tools that expand brief messages into full responses and correct spelling errors.  
      
    
*   **Two-way translation**  
    Instantly translate incoming messages and agent replies into supported languages directly within the conversation.  
      
    
*   **Multi-brand support**  
    Set up brand-specific knowledge sources and writing guidance so Copilot can deliver responses that reflect the right brand’s information and voice.  
      
    
*   **Recommended shortcuts**  
    Copilot can suggest existing organizational shortcuts to help agents respond faster and stay aligned with company processes.

### Set up Summaries and Copilot

Setting up these features requires no coding skills, making it easy to configure and customize features to meet your business needs without technical expertise. 

*   [Learn how to set up AI Summaries](https://help.kustomer.com/en_us/set-up-ai-summaries-HkklW4Rkl)
*   [Learn how to set up Copilot](https://help.kustomer.com/en_us/set-up-copilot-SyU13vB1lg)

### Copilot report

The [Copilot report](https://help.kustomer.com/copilot-report-SJ49oMyxg) offers valuable insights into the impact of Copilot on team productivity and customer satisfaction. For example, you can:

*   Track the usage of AI Agents used with Copilot.
*   Compare the First Contact Resolution Rate and Average Handle Time for agents using AI versus those who are not. 
*   Measure the impact on customer experience and satisfaction.

### **Enable two-way chat translation**

Two-way translation allows agents to communicate with customers in different languages directly within the chat conversation. An admin must enable this feature before agents can use it.

To enable two-way translation:

1.  From the left navigation, click ****Kustomer AI****. The Kustomer AI page opens.
2.  In the ****Kustomer AI**** page, click ****Reps****.
3.  Locate the ****Translations**** toggle and set it to ****ON****.

When enabled, agents see a translation button in the conversation header when the conversation language differs from their profile language. If the translation button does not appear, verify that the agent's language preference is set in their user profile.

[](https://help.kustomer.com/copilot-report-SJ49oMyxg)