Company: PAlo Alto Networks

Support Copilot

Support Copilot is an AI-powered assistant designed to help customers resolve issues faster by enabling self-service troubleshooting and automating the support case lifecycle.

The project introduced Copilot’s support capabilities across two surfaces:

• Customer Support Portal (CSP): where most support cases are created

• Strata Cloud Manager (SCM): providing in-product troubleshooting and case management

The goal was to reduce support case volume and improve time to resolution by enabling customers to solve common issues without requiring direct Support Engineer involvement.

The initiative is part of Palo Alto Networks’ broader strategy to transition support toward an AI-driven, self-service model.

2026

Goals

The Support Copilot initiative aimed to transform support from a reactive model into an AI-assisted self-service experience by:

• Enabling customers to resolve issues through AI-guided troubleshooting

• Reducing support case volume through case deflection

• Improving mean time to resolution (MTTR)

• Providing in-product troubleshooting assistance

• Automating key parts of the support case lifecycle

The initiative aims to automate resolution across the case categories:

• ‘How-To’ cases (~29% of total cases) resolved through Copilot self-service

• ‘Known Issues’ (~34% of total cases) solved through automated playbooks

• ‘Unknown Issues’ (~37% of total cases) analyzed and codified into new playbooks for future automation

Case Deflection

Customers can describe their issue through a conversational interface. Copilot analyzes the request and generates contextual troubleshooting guidance before a support case is created.

This allows customers to resolve common issues immediately without opening a ticket, reducing support case volume and enabling faster resolution.

Case Creation

If the issue cannot be resolved through self-service, Copilot seamlessly transitions into case creation. Copilot automatically:

• Classifies the issue based on the conversation and product context

• Suggests case severity

• Prefills relevant details using device context and conversation history

• Captures environment information such as device details and configuration data

• Generates a structured case summary that users can review and edit before submission

This ensures that cases are submitted with complete and accurate information, reducing manual effort for customers while helping Support Engineers diagnose issues faster.

In-Product Troubleshooting

Within Strata Cloud Manager, Copilot understands the user’s platform context and the page they are currently working on.

Users can upload screenshots, and Copilot analyzes the image to generate targeted troubleshooting guidance. It can also direct users to the relevant pages in the platform to confirm and resolve the issue.

This allows admins to diagnose and resolve problems without leaving the product or manually describing complex technical details.

Contextual Workflow Assistance

Copilot provides in-context support directly within platform workflows, tailored to the specific task admins are currently performing.

It surfaces natural-language explanations of configuration differences, helping Network Admins quickly understand what will be changed. When errors occur, Copilot provides contextual insights that explain the issue and can be launched directly from the workflow to guide users through the next steps.

By embedding support within the interface, administrators receive relevant assistance at the moment they need it, without leaving the workflow they are in.