Rising volumes. Complex queries. Endless admin. If you’re running a contact centre, you’ll know the pressure of handling more calls every day. And with 57% of leaders expecting call volumes to increase by as much as one-fifth over the next two years, the challenge is only growing.
Customer service teams don’t need more complexity - they need support that makes every conversation easier.
At Puzzel, our view is simple: AI should lighten the load for agents and leaders - not add to it. That’s why we’ve introduced Co-Pilot and Live Summary: two new AI assistance solutions that give agents real-time support during calls and instant, reliable summaries afterwards.
In our recent webinar, we showed both solutions in action, and heard directly from one of our early adopters, Help Insurance, who shared how Live Summary has helped them save time on wrap-ups, reduce errors, and improve collaboration between customer service and legal teams.
The customer paradox leaders need to solve
Customers still want to speak to a human when things are sensitive or complex. That hasn’t changed. But for busy contact centres, rising volumes of calls make this harder every day.
This is where AI becomes a valuable partner. By letting AI take care of the heavy lifting, agents can focus more on the actual conversations.
As Raïsa van Olden, Head of Product Marketing, put it during the webinar: “75% of customers still want to talk to a human when issues are complex or sensitive. But at the same time, they also expect the speed and accuracy they’ve grown used to from AI.”
The organisations that win are the ones that blend these two worlds seamlessly: human connection with machine-level efficiency.
Two AI solutions built to make call handling easier
Co-Pilot: helping agents in real-time with context and guidance
Co-Pilot works as an AI assistant within the agent desktop. As a call begins, it surfaces previous interactions and provides pre-call insights, helping the agent start the conversation with context. Agents can then ask follow-up questions in natural language and get succinct guidance, grounded in the company’s own internal knowledge base (e.g. help centre, FAQs, articles and policies).
During the call, agents can use Co-Pilot to:
- Get smart suggestions and recommended answers from the knowledge base, based on the agent’s question.
- Ask natural-language questions (“What should I do if the router light is blinking?”) and receive accurate responses in seconds.
- Access relevant articles and resources without leaving the conversation view.
And agents stay in control. As Jesper Jønsson, Puzzel’s Director of AI Products, explained: “Our experience shows constant prompts distract more than they help. With Co-Pilot, agents stay in control, they ask when they need guidance.”
Jesper demonstrated how this changes the dynamic of a call. Instead of starting with “How can I help you?”, an agent can open with: “I see you’re still experiencing issues with your internet, let’s get that fixed together.” That small shift transforms the customer experience.
Live Summary: accurate, editable summaries in seconds
Every contact centre leader knows the pain of post-call admin. Agents spend precious minutes typing up notes, and the quality and consistency of these summarisations can vary. Live Summary fixes that.
As the conversation unfolds, it transcribes and then generates a structured, editable summary tailored to your templates, queues, and compliance needs. Agents can review and tweak in seconds, then push it to CRM through webhook/API or a quick copy-paste if needed.
Across early pilots, teams reported:
- Call wrap-ups up to 8× faster
- 23% reduction in handling time
- Fewer errors and stronger compliance
Because the summary is shaped by templates, leaders also get more consistent data for downstream processes, handovers, and reporting, without asking agents to start from scratch.
What this looks like in practice
Here’s how a typical call flows with Co-Pilot and Live Summary in place:
- Before the agent answers
Customers waiting in queue are asked briefly why they’re calling. Co-Pilot distils that into a concise summary for the agent, including relevant help articles, alongside previous interaction history. - During the conversation
Agents can ask questions with the “Ask AI” function. Co-Pilot pulls answers from your knowledge base, complete with references, so agents can confirm next steps instantly. - At call wrap-up
Live Summary automatically fills the selected template (which can be tailored for each queue), providing agents with a ready-made first draft. This includes a summary of the call, actions taken and follow-ups. Agents only need to review, adjust a line or two, and save. Cutting wrap-up time from 3-5 minutes down to just 20-30 seconds.
A legal use case: quality first, speed second
One of the first organisations to adopt Live Summary was Help Forsikring, a legal insurance provider. They found that summaries produced by AI were not only more detailed and accurate but also improved collaboration between customer service and legal teams.
As Håvard Sire, Head of Customer Services at Help, explained: “Our most important goal with Live Summary is the quality of call notes. Legal calls are often long and complex, and it’s hard for non-lawyers to always capture what matters. Live Summary gives us richer, more accurate notes, and that improves both the customer experience and the lawyer’s preparation.”
His team tested unfiltered summaries with lawyers, who confirmed they were more detailed than usual and captured the right legal context. Crucially, responsibility remains clear: the agent always reviews and signs off. “AI does 80–90% of the heavy lifting,” said Håvard, “but humans retain control. It’s a tool for the human, not the other way around.”
Built for agents, designed for CX leaders
Both solutions fit seamlessly into the Puzzel Contact Centre platform and can be rolled out quickly.
- Co-Pilot is available as an add-on for contact centre customers.
- Live Summary can be used as an add-on to Co-Pilot or as a standalone solution within the Puzzel Contact Centre platform.
And because the summaries are generated from live transcription, not call recordings, no audio is stored. Summaries are editable and configurable, with data typically retained for seven days (or adjusted based on your needs).
See them in action
If you missed the webinar, you can watch the recording on-demand here. Want to see Co-Pilot and Live Summary in action? Request a demo today.
This article draws on our product launch webinar featuring Raïsa van Olden (Head of Product Marketing), Jesper (AI Product Director), and Håvard Sire (Head of Customer Services, Help Forsikring). Quotes and statistics are drawn from the live discussion and session materials.
