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Help your Team Answer Customers Faster with Hugo Copilot
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Agenda
- Duration
- 57 minutes, 51 seconds
- Went live
- July 9, 2026
Summary
This webinar shows how Hugo AI Agent and Hugo Copilot create two complementary layers of customer support.
Hugo AI Agent automates routine requests, allowing human operators to focus on conversations that require judgment, empathy, or technical expertise.
Inside the Crisp inbox, Copilot can summarize long conversations, draft contextual replies, and prepare structured handovers.
Operators remain in control because every suggestion can be reviewed, edited, or discarded before it reaches the customer.
Crisp support specialists Milica and Pierre demonstrate how these tools help them take over conversations, verify knowledge, and move faster.
Teams can introduce Copilot gradually, beginning with summaries before adopting drafts and handovers.
Main takeaways
- Use Hugo AI Agent to automate the first support layer.
- Reserve human attention for conversations that require judgment or empathy.
- Use summaries to understand context and avoid repeated questions.
- Use drafts to accelerate writing while preserving human review.
- Use handovers to transfer complete, actionable context between teams.
- Maintain one reliable knowledge foundation for both automation and operators.
Useful resources
Key Moments
- 0:00
Welcome and webinar introduction
- 4:33
Automate the first layer of customer support
- 5:38
Why human support teams need an AI copilot
- 7:26
Combine AI automation with human expertise
- 8:59
Recap the Hugo AI Agent framework
- 10:23
How AI changes the customer support queue
- 11:33
Create fast lanes for human conversations
- 13:15
Introducing Hugo Copilot in the Crisp inbox
- 14:31
Hugo Copilot capabilities and future workflows
- 15:53
Keep operators in control of every answer
- 16:58
Use Copilot for complex and repetitive work
- 18:28
The new model for AI-assisted customer support
- 20:40
How Milica uses Copilot in customer support
- 21:16
Summarize conversations and draft replies
- 23:32
Take over complex debugging conversations faster
- 24:34
Practical prompts for better Copilot drafts
- 25:47
Find and translate support knowledge
- 27:38
Use summary, draft, and handover commands
- 28:48
Prepare smooth shift handovers with summaries
- 30:29
Generate and refine customer reply drafts
- 31:58
Create detailed handover private notes
- 34:45
How Pierre uses Copilot in three ways
- 37:43
Jump into existing conversations with summaries
- 40:03
How support teams should adopt Copilot
- 42:39
Experiment safely and build confidence
- 43:30
Presentation recap
