Copilot.live – Deep Service Report

Description Rewrite

Copilot.live is a comprehensive conversational AI platform developed by Shopsense Retail Technologies that enables businesses to create, deploy, and manage intelligent AI agents across multiple channels without coding. The platform allows organizations to build AI-powered chatbots and voice assistants that can automate customer support, sales conversations, and business workflows across websites, WhatsApp, email, voice calls, mobile apps, and Slack. Built with a vision to create autonomous AI agents that combine intelligence with empathy, Copilot.live transforms customer interactions by providing 24/7 multilingual support in over 50 languages, automating up to 95% of routine queries while maintaining human handoff capabilities for complex issues. The platform serves businesses of all sizes, from individuals to enterprise clients, offering customizable AI solutions that integrate seamlessly with existing business tools and data sources.

Deep Service Report

Copilot.live emerged from Shopsense Retail Technologies Limited, the company behind the successful Fynd platform, representing over 12 years of expertise in retail technology solutions. Founded by the team that has built solutions for more than 2,300 brands globally, Copilot.live represents the natural evolution of conversational commerce technology, addressing the growing demand for intelligent customer interaction automation.

The platform distinguishes itself in the competitive AI chatbot market through its focus on autonomous AI agents rather than simple rule-based chatbots. Unlike traditional solutions that rely on pre-programmed responses, Copilot.live creates AI agents that observe, learn, and adapt to each business’s unique context, delivering meaningful impact where it matters most. This approach reflects the company’s core philosophy that AI should enhance human relationships rather than replace them.

The development of Copilot.live builds upon extensive experience in retail technology and commerce solutions, incorporating insights from serving diverse industries including e-commerce, education, travel, and more. The platform’s architecture supports multiple AI models including GPT-3.5, GPT-4, Gemini, Claude, and other leading language models, providing flexibility and ensuring access to cutting-edge AI capabilities.

Copilot.live has gained recognition in the market, particularly through its Product Hunt launch where it attracted significant attention from the AI and business communities. The platform’s approach to combining sales and support functionalities in a single AI agent addresses a genuine market need, as evidenced by its adoption across various industries and business sizes.

The company operates from multiple locations including San Jose, California, reflecting its global reach and commitment to serving international markets. With over 100 brands already using the platform and managing more than 1 million concurrent chats, Copilot.live demonstrates proven scalability and reliability in real-world business environments.

Country

United States – Copilot.live is operated by Shopsense Retail Technologies Limited, with headquarters at 99 S Almaden Blvd, Suite 600, San Jose, CA 95113, though the parent company Fynd has origins in India.

Key Features

Multi-Channel Deployment: Seamlessly deploy AI agents across websites, WhatsApp, email, voice calls, iOS and Android mobile apps, and Slack integration for comprehensive customer engagement

No-Code AI Agent Builder: Design, build, and deploy intelligent chatbots without programming knowledge using an intuitive drag-and-drop interface and pre-built templates

Advanced AI Model Support: Access to leading language models including GPT-3.5, GPT-4, GPT-4o, Gemini 1.5, Claude 3.5, Grok Beta, and other cutting-edge AI technologies

Intelligent Human Handoff: Automatic escalation to human agents with complete conversation context and summaries when complex queries require personal attention

Voice AI Capabilities: Human-like voice interactions for phone support with customizable voice personas and smooth conversational experiences

Multilingual Support: Native communication in over 50 languages including English, Hindi, French, Spanish, Arabic, Indonesian, and Russian for global business reach

Custom Workflow Automation: Create sophisticated business process automation through AI actions that integrate with existing tools and trigger specific responses

Real-time Data Integration: Connect to CRM systems, databases, and business tools to provide contextual responses based on live customer data and business information

Sentiment Analysis: Advanced emotional intelligence that monitors customer sentiment throughout conversations and adjusts responses accordingly

Lead Capture and Management: Automated lead qualification and capture with intelligent forms and customer data collection capabilities

How It Works

Copilot.live operates through a sophisticated three-step process that transforms business requirements into functional AI agents. The platform begins with the AI Agent Studio, where users define their agent’s persona, tone, and behavioral characteristics to match their brand identity. This includes setting up custom personalities, response styles, and conversation flows that align with specific business objectives.

The training phase involves feeding the AI agent with business-specific data sources including documents, websites, databases, and knowledge bases. The platform supports multiple data source types including PDFs, websites, Google Drive files, Notion pages, REST APIs, and text documents. The AI processes this information to understand business contexts, policies, products, and services, enabling contextually accurate responses.

Deployment and integration represent the final phase, where users can publish their AI agents across multiple channels simultaneously. The platform provides embeddable widgets for websites, native mobile SDKs for iOS and Android apps, WhatsApp Business API integration, email automation, and voice call capabilities. Each deployment maintains consistent functionality while adapting to channel-specific interaction patterns.

The system continuously learns from interactions, improving response accuracy and effectiveness over time. Advanced features like sentiment analysis monitor conversation tone, while workflow automation capabilities allow AI agents to trigger specific business actions based on customer requests or conversation outcomes. When conversations exceed the AI’s capabilities, the intelligent handoff system seamlessly transfers customers to human agents with complete context preservation.

Use Cases

E-commerce Customer Support: Online retailers deploy Copilot.live to handle product inquiries, order tracking, return processing, and technical support, reducing response times and improving customer satisfaction while freeing human agents for complex issues

Lead Generation and Sales: Businesses use AI agents to qualify leads, schedule appointments, provide product information, and guide prospects through sales funnels with personalized recommendations and automated follow-up sequences

Educational Institution Support: Schools and universities implement Copilot.live for student inquiries, admission processes, course information, and administrative support, providing 24/7 assistance for students and parents

Healthcare Patient Communication: Medical practices utilize AI agents for appointment scheduling, basic health information, prescription refills, and patient education while maintaining compliance with healthcare regulations

Travel and Hospitality: Hotels, airlines, and travel agencies deploy conversational AI for booking assistance, itinerary changes, local recommendations, and customer service across multiple languages for international travelers

Financial Services Support: Banks and financial institutions use Copilot.live for account inquiries, transaction support, loan applications, and financial education while ensuring security and compliance requirements

SaaS Product Support: Software companies implement AI agents for user onboarding, feature explanations, troubleshooting, and subscription management, reducing support ticket volume and improving user experience

Real Estate Customer Engagement: Property companies use conversational AI for lead qualification, property inquiries, viewing schedule coordination, and market information provision to potential buyers and renters

Pros \& Cons

Pros:

• Comprehensive multi-channel deployment eliminates need for separate tools across different communication platforms
• No-code interface makes AI agent creation accessible to non-technical users while maintaining sophisticated functionality
• Support for multiple leading AI models ensures access to cutting-edge capabilities and future-proofing
• Automated routine query handling claims up to 95% automation rate, significantly reducing support workload
• Intelligent human handoff maintains service quality for complex issues requiring personal attention
• Advanced sentiment analysis and real-time data integration provide contextual, personalized customer experiences
• Multilingual support in 50+ languages enables global business expansion without additional staffing
• Competitive pricing structure with transparent costs and scalable plans for different business sizes
• Strong reputation backed by proven retail technology expertise and established customer base

Cons:

• Relatively new platform in competitive market with limited long-term performance data available
• Dependency on quality of training data and initial setup for optimal performance effectiveness
• Some advanced features like voice calls and workflows limited to higher-tier plans, potentially increasing costs
• AI responses may require ongoing refinement and monitoring to maintain brand voice consistency
• Integration complexity may vary depending on existing business systems and technical infrastructure
• Learning curve for maximizing platform capabilities despite no-code interface claims
• Potential over-reliance on AI for customer interactions that traditionally benefit from human empathy
• Market competition from established players with larger development resources and feature sets

Pricing

Copilot.live offers a transparent three-tier pricing structure designed to accommodate businesses of different sizes and requirements. The Growth Plan targets individuals and small teams at \$33 monthly or \$399 annually, providing one Copilot with 60,000 message credits, 72 million datasource characters, 500 crawl pages per website, 90-day conversation history, and basic features including AI chat, customizable appearance, and widget deployment.

The Business Plan, positioned as the most popular option, costs \$179 monthly or \$2,148 annually and includes two Copilots, 240,000 message credits, 300 million datasource characters, 1,000 crawl pages per website, unlimited conversation history, unlimited team seats, and advanced features such as AI voice calls, workflows, WhatsApp integration, and mobile SDK support.

The Enterprise Plan offers custom pricing with unlimited features, dedicated support, and personalized configuration for large organizations with specific requirements. All plans include access to multiple AI models, basic deployment options, and core functionality, with higher tiers unlocking advanced channels and automation capabilities.

The platform operates on a credit-based system where message credits represent AI-generated responses, with consumption varying based on conversation complexity. This transparent pricing model allows businesses to predict costs based on expected usage volumes while providing flexibility to scale as needs grow.

Competitor Comparison

Feature	Copilot.live	Intercom	Zendesk Chat	Tidio	Drift
Multi-Channel Support	Website, WhatsApp, Voice, Mobile, Email, Slack	Website, Mobile apps	Website, Mobile apps, Social	Website, Email, Mobile	Website, Email
AI Voice Capabilities	Human-like voice calls	No native voice	No native voice	No	No
No-Code Builder	Comprehensive drag-drop	Limited customization	Basic setup	Moderate	Basic
AI Model Options	15+ models including GPT-4, Claude, Gemini	Custom AI	Limited AI options	Basic AI	Conversational AI
Multilingual Support	50+ languages	30+ languages	40+ languages	35+ languages	Limited
Pricing Starting	\$33/month	\$74/month	\$55/month	Free tier available	\$2,500/month
Workflow Automation	Advanced AI Actions	Advanced workflows	Basic automation	Limited	Sales-focused
Human Handoff	Context-aware transfer	Advanced routing	Standard transfer	Basic	Lead routing
Mobile SDK	Native iOS/Android	Third-party integration	Limited	No	No

Team Members

Farooq Adam – Founder \& CEO

Team Members About

Farooq Adam serves as Founder and CEO of both Fynd and Copilot.live, bringing over a decade of experience in retail technology and AI innovation. As the architect behind Fynd’s transformation from a fashion marketplace to a comprehensive commerce technology platform serving 2,300+ brands, Adam has demonstrated exceptional leadership in scaling technology solutions for global markets. His educational background includes degrees from IIT Bombay in Civil Engineering and Structural Engineering, providing a strong analytical foundation for his technology leadership.

Adam’s professional journey began at Opera Solutions, where he spent over four years developing big data analytics solutions for global telecom and retail organizations across India, UAE, UK, and USA markets. This experience in personalized campaign development and customer satisfaction analytics directly influenced his approach to building AI-powered customer interaction platforms. His work spans diverse industries including luxury hospitality, automotive, and food delivery, providing comprehensive insights into varied customer service requirements.

Under Adam’s leadership, Fynd was acquired by Reliance Industries in 2019 for ₹295 crore, validating his vision and execution capabilities in the competitive retail technology space. His strategic focus on AI-driven solutions led to the development of Commerce Copilot in 2023, followed by the broader Copilot.live platform that extends AI capabilities beyond retail into multiple industries and use cases.

Adam is recognized as a thought leader in conversational AI and retail technology, regularly sharing insights about AI implementation in business contexts and the future of customer engagement. His approach emphasizes the importance of combining technological sophistication with human empathy, reflected in Copilot.live’s core philosophy of creating AI that enhances rather than replaces human relationships.

Team Members SNS Links

Farooq Adam

• LinkedIn: Active professional presence sharing insights about AI in retail and customer engagement
• Product Hunt: Featured prominently during Copilot.live launch with comprehensive community engagement
• Company representation: Regular spokesperson for Fynd and Copilot.live in technology conferences and industry events

The leadership team’s background in retail technology and successful track record with Fynd provides strong credibility for Copilot.live’s development and market positioning. Adam’s experience building technology solutions for thousands of brands offers valuable insights into diverse business requirements and implementation challenges.

Final Thoughts

Copilot.live represents a mature and thoughtful approach to conversational AI, leveraging over a decade of retail technology expertise to create a platform that addresses genuine business needs. The company’s evolution from Fynd’s success in serving 2,300+ brands provides a solid foundation for understanding diverse customer interaction requirements and implementation challenges across different industries.

The platform’s strength lies in its comprehensive multi-channel approach and sophisticated AI capabilities, offering businesses a unified solution for customer engagement across all digital touchpoints. The support for multiple leading AI models and advanced features like voice interaction and workflow automation positions Copilot.live favorably against competitors who often focus on single channels or basic chatbot functionality.

However, success in the competitive conversational AI market will depend on the platform’s ability to maintain technical innovation pace while building a sustainable customer base. The transparent pricing structure and proven technology foundation provide advantages, but the company faces competition from well-funded established players with larger marketing budgets and enterprise sales teams.

For businesses seeking a comprehensive AI customer engagement solution with strong retail technology heritage, Copilot.live offers compelling value through its combination of advanced features, multi-channel support, and competitive pricing. The platform’s emphasis on autonomous AI agents rather than simple chatbots reflects a sophisticated understanding of where conversational AI technology is heading.

As the global conversational AI market continues rapid growth, platforms like Copilot.live that combine vertical expertise with broad applicability are well-positioned to capture significant market share, particularly among businesses seeking alternatives to generic solutions that lack industry-specific insights and proven scalability.