In this article, you can find:
What is an AI copilot for support?
Customer support has changed dramatically in the last five years. Customers now ask questions in Slack, Teams, email, and help centers. But most support teams are still toggling tabs, chasing context, and drowning in tickets.
The revolution is here—and it’s called the AI copilot. For a broader look at how AI is transforming support, check out our comprehensive guide to AI customer support.
An AI copilot is like a second brain for your team. It tells agents what to do next, guides them with the right knowledge or strategy, and can even provide ready-to-send customer responses. It instantly pulls account context, understands customer history, and surfaces the most important details.
Leaders can ask for any report—CSAT, team workload, resolution trends—and get it instantly, no manual analysis required. With tool calling, it can trigger API calls, connect to MCP, and get work done directly inside Thena and other platforms. It’s not just giving answers—it’s doing the work.
Traditional support tools vs. AI copilots
B2B support moved from email queues to omnichannel chaos—Slack, Teams, inboxes, portals, chatbots—yet many teams still run on tools built for 2010.
Common challenges today:
Support lives in 6+ disconnected systems
Agents toggle tabs more than they solve issues
Customers ask the same question in 3 places and get 3 answers
Tiered flows break down when context is lost
Ops leaders lack visibility into account health
These tools forget everything. Every ticket starts with “Can you give me more context?”—slowing work and hurting relationships.
According to Cottrill Research summarizing a McKinsey report, employees spend 1.8 hours per workday—about 22–23% of their time—just searching for information. Interact’s study found 19.8% of business time is wasted the same way.
How B2B support teams benefit from automation
The best support teams today run like intelligence operations. They flag risks, escalate key accounts, guide product teams, and drive expansion revenue.
That level of work isn’t possible with spreadsheets and inboxes. It needs something smarter.
An AI copilot in the B2B context can:
Extract data instantly — pull account history, ticket trends, or customer sentiment without running manual reports.
Guide agents on accounts or responses — provide strategy, talking points, or even a ready-to-send reply.
Call tools and execute tasks — add fields or tags, update CRMs, create Linear or Jira tickets, trigger workflows, or fire alerts—all without leaving your conversation.
Support used to be a queue. With copilots, it’s a living system that anticipates, responds, and gets work done across your stack. For a real-world example, read our AI customer support tutorial for B2B startups.
Also check out what tasks AI agents can automate in B2B customer support.
Why Thena’s AI copilot is built different
Thena was purpose-built for the chaos of modern B2B communication, delivering truly AI-empowered customer support that goes beyond ticket management.
Account-centric view: Tracks the full lifecycle of each customer—issues, conversations, QBRs, value moments.
Multi-channel native: Works across Slack, Teams, email, Discord, help centers.
Workflow-ready: Assigns owners, tracks SLAs, summarizes threads, fires alerts.
On-demand context: AI can instantly pull the right information from connected systems whenever needed—ensuring no important detail is missed.
"With Thena, our single support lead manages hundreds of customers across Slack, email, and chat, something that used to take a 4-person team." – Austin Hay, Co-founder, COO, Clarify
Legacy support | With Thena AI copilot |
|---|---|
Manually searching for account history | Instant account context pulled on request |
Guessing best response or strategy | AI-guided replies and playbooks based on customer data |
Switching tools to log updates | Update CRM, add tags, or create tickets directly via copilot |
Delayed reporting on workload or CSAT | Real-time reports and dashboards on demand |
Reactive case handling | Proactive insights, alerts, and workflow automation |
Strategic impact for support leaders
Thena’s copilot allows support teams to:
Resolve issues faster with less headcount
Prioritize by account value, not just time
Surface churn risk or upsell opportunities
Operate across all channels with unified context
Explore the practical benefits of AI in customer support for measurable ROI.
What’s next: The move toward autonomous support
Today, Thena acts with autonomy. Tomorrow, it will:
Connect to MCP servers
Update CRM, send follow-ups, trigger workflows
Operate across internal tools via natural language
You ask, it does. No handoffs. No lag.
It’s time to replace the stack
If you’re still using ticket-based systems with no memory, no context, and no real intelligence—it’s time to move on.
The age of the AI copilot is here. Try Thena today.
FAQ
1. What is an AI copilot for customer support?
It’s an AI tool that works alongside your support team to answer questions, route tickets, track issues, and remember customer history across Slack, Teams, email, and more. It guides agents with the right knowledge or strategy, helps leadership get instant reports like CSAT and workload, and can take action through tool calling and MCP integrations.
2. How can an AI copilot help my B2B support team?
It automates routine tasks, speeds up responses, and gives agents the context they need instantly. I’ve asked mine, “Tell me which of my team members are overloaded?” or “How are the team members performing?” and got answers in seconds—work that used to take hours of reading reports and manual analysis.
3. Can an AI copilot work across multiple channels?
Yes. It connects to Slack, Teams, email, Discord, and your help center so customers get consistent answers no matter where they ask.
4. What tasks can an AI copilot automate?
It can assign tickets, tag issues, escalate high-priority cases, summarize conversations, track SLAs, and trigger follow-up actions—freeing your team for high-value work.
5. Why switch from traditional support tools to an AI copilot?
Traditional tools are slow, disconnected, and forget past interactions. An AI copilot keeps context, works in real time, and adapts to your customers’ needs—putting everything you need right in front of you with a simple question.
