What is an AI Sidekick?
An AI sidekick is an in-thread assistant that helps human agents work faster by summarizing conversations, drafting replies, suggesting knowledge base articles, and recommending next actions. It never sends anything on its own — the human stays in control. Think of it as a copilot, not autopilot.
Quick answer
The AI sidekick sits inside every ticket and does the prep work: summarizes the conversation so far, drafts a reply in your brand voice, surfaces relevant help articles, and suggests whether to close, escalate, or wait for the customer. You review, edit if needed, and hit send.
What the AI sidekick does
- Summarizes long threads — One-click summary of 20+ message conversations.
- Drafts replies — Generates a response based on context, KB articles, and your brand voice.
- Suggests knowledge base articles — Surfaces relevant docs the customer should see.
- Recommends next actions — Close, escalate, wait for customer, or request more info.
- Shows reasoning — Explains why it suggested a particular reply or action.
AI sidekick vs. AI auto-resolve
| Feature | AI Sidekick | AI Auto-Resolve |
|---|---|---|
| Sends replies automatically | No — human approves | Yes — no human needed |
| Summarizes conversations | Yes | No |
| Drafts replies | Yes | Yes |
| Closes tickets | No | Yes |
| Best for | Complex tickets needing human judgment | Routine questions with clear answers |
Frequently asked questions
What is an AI sidekick?
An AI sidekick is an in-thread assistant that helps human agents work faster by summarizing conversations, drafting replies, suggesting knowledge base articles, and recommending next actions. It never sends anything on its own — the human stays in control.
How is an AI sidekick different from AI auto-resolve?
AI auto-resolve sends replies without human approval. An AI sidekick only drafts replies and suggestions — the agent reviews, edits, and sends. Think of auto-resolve as autopilot and sidekick as a copilot.
Does the AI sidekick learn my brand voice?
Yes. Protodesk's AI sidekick adapts to your workspace's tone, canned responses, and past replies. You can also configure per-agent personas so technical agents get technical drafts and sales agents get friendly drafts.