Keep - A Copilot for Support Teams

Nick Gomez

We know many teams care deeply about providing excellent human-based support.

That's why we're excited to announce Keep, a copilot designed to help your support team provide quick, high-quality answers without taking them out of the loop.

Here's how it works.

Smart Assist

When you open Keep, it:

Understands the current state of the ticket
Inspects both your public & private content
Generates intelligent suggestions to move the ticket forward

Draft Answers

If Keep feels confident that it can provide a high-quality answer that likely resolves the ticket, it'll generate a draft answer for you.

You can use the quick actions to make it shorter, more concise, or simply follow-up with a description of how to modify the answer. Keep is fully conversational!

Once you're happy with it, click on Apply to prefill it into the input box. There, add any final touches and then submit to the user.

Quick Links

Keep will always show you an overview of the most relevant sources for the ticket.

Keep uses your public sources, like your docs, but can also leverage private sources like previous support tickets and Slack conversations.

Summaries & To-Do's

For longer conversations, Keep will generate a summary of the conversation so far.

..as well as provide glanceable hints on the remaining to-dos:

Other hints

Keep can also generate quick replies, call out when the user has expressed strong emotions, and provide other helpful suggestions.

This is all automatic; Keep is tuned to provide what's most relevant without adding noise.

Close the content loop

With Keep, you can turn closed tickets into publishable FAQs with one click:

You can add the FAQ to your Inkeep knowledge base, copy it as markdown for your docs, or download it as a file.

Getting Started

You can use Keep on Zendesk as a sidebar app or on any support platform via the Chrome Extension.

Want to see how it works with your content? Schedule a demo.

Extras

How it's built

For those curious, here's some key technical details:

The experience is powered by our inkeep-qa and inkeep-context AI APIs. They're powered by the Inkeep RAG service and use Claude Sonnet 3.5 as the output LLM model.
Since our APIs follow the OpenAI chat-completions format, they can be used with any LLM app framework or tooling.
This includes the Vercel AI SDK, which we use to optimistically stream React components as Keep chooses the most relevant ones for a given support ticket.
Check out our quickstarts for using the Inkeep AI APIs.

Inspiration

We think chat UIs that leverage interactive, visually compelling UI components over just plain-text make the experience of digesting and iterating with AI copilots so much better.

Great examples include:

V0 - Copilot for creating dynamic UI components.
Cursor - AI IDE for software development.
Claude Artifacts - reusable, referenceable "artifacts" for a general purpose AI assistant.

Our goal was to create a similarly immersive and interactive experience for support teams.