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How agents can use BoldDesk's AI Copilot (Ask AI)
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The AI Copilot feature is only available in the Momentum and Enterprise.
BoldDesk AI Copilot is designed to simplify customer support processes, boost agent efficiency, and provide quicker, more precise responses to customer queries. This feature is exclusively available to Agents and cannot be accessed by end-users.
To enable this feature, follow the given steps:
- Navigate to Admin > Artificial Intelligence.
- Enable the AI Copilot.
Features of AI Copilot
- Suggests smart, context-aware replies to chats and support tickets using knowledge from articles, web pages, custom content, and uploaded files.
- Agents can query the AI Copilot, which generates clear and relevant answers to their questions.
How to Use BoldDesk AI Copilot
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.
Sources of Information for AI Copilot
To ensure accurate and contextually relevant responses, BoldDesk AI Copilot draws from multiple trusted sources:
- Knowledge Base: AI Copilot extracts information from the knowledge base. Please refer to this article for more details on how to configure the knowledge base self-service portal.
- Custom Answers: Custom Answers are predefined responses to common queries, serving as a data source for the AI Copilot. Refer to this article to learn more about creating custom answers for AI Copilot.
- Authorized Web Pages: The Web pages source enables the AI Copilot to crawl web pages and utilize their content to enhance its response.
- It processes only publicly accessible URLs and does not include private or protected ones.
- It processes all child pages of the parent URL added as a knowledge source, provided they belong to the same base domain.
- Uploaded Files: The AI Copilot accesses and interprets relevant documents to deliver comprehensive support.
Please refer to this article for more details about adding web pages and files as a data source for the AI Knowledge Base.
- If an agent lacks permission to access a specific knowledge base, the AI will exclude that content from its responses—even if it exists.
- AI Copilot analyzes the most recent comment in a ticket to generate a reply. The AI will only consider the most recent question if you have several follow-up questions in a ticket.
- BoldDesk uses Azure OpenAI to provide this service, meaning the AI might give incorrect responses. Therefore, the agent needs to verify the AI-generated information before posting.
- Azure OpenAI, as used in BoldDesk’s AI Copilot, generates responses based on:
- Relevant Knowledge Base (KB) articles.
- Other configured sources such as custom answers and uploaded files.
Azure OpenAI does not have access to external data or any information beyond what is provided within the BoldDesk environment and configured sources.
- The AI permits a maximum of 4096 tokens, roughly equivalent to 12,000 characters. We advise creating separate Knowledge Bases (KBs) for distinct topics instead of combining multiple topics into a single KB.
