BoldDesk AI Copilot: Your Intelligent Assistant for Customer Service
The AI Copilot feature is only available in the Momentum and Enterprise plans as an add on.
An AI Copilot is an embedded intelligent assistant within the BoldDesk platform that leverages artificial intelligence to help support teams operate more efficiently. Designed to streamline customer support workflows, the AI Copilot generates responses and provides guidance to support agents, enabling faster and more accurate service.
The AI Copilot allows your support agents to craft responses to customer queries by tapping into various content sources such as Knowledge Base articles, FAQs, web pages, and uploaded files. This integration ensures that responses are relevant, consistent, and grounded in trusted information. For more insights on sources of knowledge for AI Copilot, please check out this article.
The AI Copilot is primarily designed for Support Agents, offering your support team the ability to work smarter, faster, and more effectively, delivering superior customer experiences every time.
How to Enable AI Copilot Features
To enable this feature, please refer to this article .
How to Grant Agent Access to AI Copilot in BoldDesk
To ensure agents can use this feature effectively, administrators must grant access through the AI module. Follow these steps to assign access:
- Navigate to AI Module > Under AI Copilot, click on Access Control > Then click Assign Agent.
- From the dropdown button, select the agent you want to grant access to.
- Then click Add and Save.
Features of AI Copilot
- Uses trusted content sources such as Knowledge Base articles, web pages, custom entries, and uploaded files.
- Generates smart, context-aware replies to support tickets and live chats.
- Provides AI-suggested responses to help agents reply faster and more accurately.
- Improves consistency and accuracy in customer communication.
- Allows agents to query the AI directly for clear and relevant answers to their questions.
How AI Copilot Works
- AI Copilot analyzes the most recent comment in a ticket.
- It uses Azure OpenAI to generate a reply based on configured sources.
- The AI has a token limit of 4096 tokens (~12,000 characters).
Agents MUST review AI-generated replies before sending them to customers.
How to Use BoldDesk AI Copilot
Check out this video for more details.
To use this feature, follow the steps below:
- Navigate to any page in the agent portal.
- Click “Ask AI” to utilize the AI.
- Also, on any ticket details page, click the RTE Editor to compose a reply, then click “Use AI Copilot” at the top right of the editor.
- Alternatively, you may access the AI Copilot by clicking on the chat icon located on the left panel.
- You can inquire with the AI, and the Copilot will retrieve answers from the KB to provide a response.
