Enjo AI for CS teams

Updated Oct 27, 20262 min read

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 Support Agent uses connected knowledge and configured actions to respond to requests on supported channels. Connect approved knowledge sources before enabling the agent on a customer-facing channel. See AI Agent Knowledge.

💡Tip:* Test representative customer questions in Playground before enabling a live channel. See AI Agent Testing.*

Enable customer self-service

The Help Center is a requester-facing self-service portal with published articles and AI Search. Help Center Audience Targeting can control article visibility by segment or login state when configured.

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.

Escalate requests to your team

Configure escalation rules to define when and where Enjo hands requests to a human. The available triggers and destination depend on your escalation and ticketing setup. See AI Agent Escalation.

💡Tip:* Use Inbox views to monitor key queues. Confirm any SLA targets and routing behavior for your workspace before promising response times.

Serve customers in multiple languages

The Help Center supports multilingual content, and Agent Assist includes AI Translation for human agents.

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 Enjo hands off to humans