Copilot overview
Copilot is an embedded chat interface to assist your users. Train it on your content, add API endpoints to enable actions, equip it with nudges to teach your interface, and watch it go.
Why should I use Copilot?
Copilot can be helpful for any digital product. Imagine if each of your users or visitors could have a human watching their time in your product, suggesting things and responding to their questions. But 24/7 and able to immediately recall all content it's trained on. That's Copilot.
How does Copilot work
To get Copilot up and running, follow these steps.
Step 1: train with your content
Content is the brains behind any effective Copilot. To get started, all you need to do is add a Source. Copilot will be automatically trained on sources you provide, as well as other building blocks like Videos and Answers.
At this point, you have a fully functional chatbot for your product -- like a version of ChatGPT designed to answer questions about your product specifically. But Copilot can be much more powerful than a simple chatbot. Continue on to evolve your Pikachu Copilot.
Step 2: add API endpoints
After Step 1, Copilot can do Q&A. That's nice, but Copilot becomes really powerful once it can (a) grab data to incorporate into answers and (b) perform actions on the user's behalf. Both are achieved by API endpoints.
To add API endpoints, navigate to the "API endpoints" section of the Copilot tab in the Dashboard. API endpoints can be added from your internal API, a third-party public API, or an intermediary service like Zappier.
Once you supply the APIs, Copilot will be able to flexibly use them, gathering necessary parameters automatically. There is no need to dictate specifically how an endpoint must be used in different situations; instead, you will provide a natural language description of each endpoint that Copilot can learn from.
Step 3: add nudges
One of the superpowers of Copilot is the ability to suggest nudge experiences. You can make any nudge available to Copilot from its settings. When you do so, you can also provide Copilot with instructions about how it should use the nudge.
This allows Copilot to suggest the nudge in response to a user query. Imagine a user asks a question like "How do I reset my password in this app?" Copilot could just answer the question with a list of steps like
Fun question!
1. First go to the settings page
2. Next, go the security page.
3. From here, scroll to the bottom.
4. There you'll see an option to reset your password.
But that is pretty lame! Much better would be a button that says Click here to be shown how to reset your password, that, when clicked, lets Copilot co-browse with the user and step through how to reset their password.
You can achieve that flow with Copilot. First, create the tour that explains how to reset a password. Next, make that tour available to Copilot. And boom, Copilot will (unless you've given it weird instructions) use this tour whenever a user asks about resetting password.
Step 4: test it out
After you’ve done these steps, you can play around with Copilot in your Dashboard (not code required). Ask it questions and see what types of responses it gets back to you with! You can correct any answers you feel aren’t up to par.
Step 5: style it
Based on your CommandBar tier, you have several degrees of control over how Copilot looks.
Step 6: add some bells and whistles
Give your Copilot a personality that fits your company's vibe, hook it up to a human chat provider to seamlessly hand off when users prefer the human touch, and configure the languages you want your users to be able to speak to Copilot in.
Step 7: embed it
Figure out what launcher you’re going to use, and make sure to install CommandBar if you haven’t already (otherwise your users won’t have access to Copilot - how sad!)
Step 8: watch it go
You can view how users are engaging with Copilot from your analytics dashboard. Some particularly cool things you can do here:
- See common questions users ask
- Audit Copilot responses (and author your own Answers for situations where you want Copilot to answer in a specific way)
- View chats where Copilot resorted to a fallback (dead-ends). These are particularly good situations to author an Answer, and they can also give you insight into where your users are confused.
