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Mim handles customer conversations autonomously — the customer interacts with AI directly, and it resolves the inquiry without a human. Co-Pilot works alongside a human agent during a live conversation — the customer is still talking to a person, but the AI assists that person in real time with suggestions, summaries, and information. Both reduce handle time and improve accuracy, but for different parts of your contact mix: Mim for routine, high-volume inquiries, Co-Pilot for conversations that need a human.

As an agent reads the customer's message, Co-Pilot drafts a suggested reply based on your knowledge base and policies. It summarises long conversation threads for agents picking up a transfer — so they don't read back through 20 messages before responding. It translates messages in real time so agents can support customers in languages they don't speak. And it tags conversations automatically. Everything happens within the agent's screen, without switching tools or searching manually.

The agent stays in control. Co-Pilot suggests — the agent picks, edits, or ignores. Nothing goes to the customer without the agent reviewing it. This matters because AI confidence in a suggested reply doesn't always match the complexity of the situation. The human decides. Co-Pilot just makes the decision faster and better-informed.

New agents have access to the same knowledge as experienced ones from their first conversation. Co-Pilot surfaces the right policy or answer in real time — they don't need to memorise everything before they can handle contacts accurately. This is one of the fastest ways to compress onboarding time without compromising quality. Celebrate Company reduced onboarding from eight weeks to two. tink fully onboards seasonal agents within two weeks.

The quality of Co-Pilot's suggestions depends on the quality of your knowledge base — a poorly maintained KB produces less useful suggestions. The good news is that Dixa is designed to make KB maintenance easier: agents can create and update articles directly from conversations when they spot a gap. The knowledge base improves through use rather than requiring a separate maintenance project.

No. Freshdesk's Freddy AI has limited capabilities in base plans, with more advanced features requiring upgrades — and because Freshdesk only allows one knowledge base per account, multi-brand operations can't give each brand its own AI knowledge context. Co-Pilot in Dixa works across multiple knowledge bases and is included as part of the platform, not gated behind a higher tier.