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Multilingual Support for AI Summary and AI Compose
Multilingual Support

Multilingual Support for AI Summary and AI Compose

Viral Patel
June 18, 2025

Multilingual support is now available for AI Summary and AI Compose which are part of our AI Agent Copilot Suite of features.

  • AI Summary generates summaries in the issue language by default, with the option for agents to switch to their preferred language.
  • AI Compose assists agents in composing replies in their desired language for a smooth and coherent experience.

These features now support 16 languages, enabling global teams to work more efficiently. With this update, agents can generate summaries and craft polished, error-free replies in the language of the conversation—leading to faster response times and more consistent support worldwide.To learn more visit our help articles: AI Summary, AI Compose.

Enhanced Translation Controls in Language AI
AI and Automation

Enhanced Translation Controls in Language AI

Viral Patel
June 4, 2025

Agents will be able to translate all end-user, bot, automation, and agent messages within an issue with just a single click. In addition, they’ll have the flexibility to selectively show or hide translations for individual messages or entire conversations, giving them greater control and clarity when handling multilingual issues.

To know more, visit our help article.

Enhanced Translation Controls in Language AI
AI and Automation

Auto-Detect and Update End-User Language

Viral Patel
May 7, 2025

We have added new functionality in Language AI to automatically detect and update the language in user messages. When an end-user types a message, Language AI can detect their language and update it automatically, eliminating the need for manual selection. The selected language is stored in the backend, persists across future conversations, and is reflected in conversation logs for full visibility. This ensures consistent communication and improves the overall support experience for multilingual users.

For more details, visit our help article.

Workforce Management
Analytics and Reporting

Workforce Management Analytics (Workload and Performance Metrics)

Viral Patel
April 21, 2025

Workforce Management Analytics enables you to monitor agent productivity and optimize workload, enhancing overall agent performance and customer support quality which can elevate key metrics such as Resolution Time and CSAT scores.

In previous releases, we introduced initial time metrics, and now we are expanding our offerings to include more comprehensive workload and performance metrics, along with additional time metrics for agents. The metrics will be available in Trends (Overall), Trends (Workload), Summary by agents and Summary by Groups on the dashboard.

  • Online Time: Total duration an agent is logged into the Helpshift Dashboard.
  • Available Time: Total duration an agent has marked their status as “Available” in the Dashboard.
  • Unique Issues Replied To: Count of unique issues where the agent sent at least one outbound message. Only the first response per issue per agent is counted based on the date of the action (aggregated daily in UTC).
  • Agent Assigned Time: Average time an issue remains assigned to an agent before it’s reassigned, rejected, or resolved (aggregated daily in UTC).

For more details, visit our help article.

AI Agent Copilot
AI and Automation

AI Agent Copilot Is Now Generally Available

Viral Patel
April 21, 2025

AI Agent Copilot is now generally available in the Helpshift Platform. Built to enhance agent performance and speed up resolutions, Copilot brings powerful AI tools directly into your team’s workflow—helping agents work smarter and respond faster.

AI Sentiment: Analyze emotional tone in real-time to assist agents in responding with empathy and tracking evolving sentiment during the conversation.

AI Summary: Instantly generate conversation summaries, enabling agents to quickly grasp key context and resolve issues more efficiently.

AI Reply: Automatically suggest context-aware replies to minimize repetitive tasks and speed up response times.

AI Compose: Assist agents in crafting polished, on-brand messages more rapidly by rephrasing, expanding, and correcting responses using AI.

To learn more, visit the AI Agent Copilot page and our help article.