Auto Assist Acceptance Rate
Also known as: Copilot Acceptance Rate, AI Suggestion Acceptance Rate
Auto Assist Acceptance Rate is the share of Zendesk Agent Copilot auto assist interactions that an agent applied to a ticket, either by accepting the suggestion as-is or by editing it before sending. Dismissed interactions are the denominator’s other half, so the metric measures whether AI help was good enough to use rather than whether it was shown.
Why Auto Assist Acceptance Rate Matters
Acceptance rate is the trust signal for agent-facing AI. Showing more suggestions is not adoption; applying them is. Splitting accepted from edited matters too — a high edit share means the suggestion was directionally right but not usable as written, which is a procedure and knowledge problem rather than a rollout problem.
How to Calculate
(Accepted auto assists + Edited auto assists) / Total auto assists shown × 100
In TicketBoard
TicketBoard helps you track AI adoption and related metrics from your Zendesk data. Connect your account for instant visibility.