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  2. AI Features

How agents can use BoldDesk's AI Copilot (Ask AI)

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The AI Copilot feature is only available in the Growth/Pro and Enterprise/Business plan.

BoldDesk’s AI Copilot feature enhances agent productivity by using information from the knowledge base to address the most recent question in the ticket conversation, or agents can also ask their own questions. This feature is exclusively available to Agents and cannot be accessed by end-users.

To enable this feature, follow the given steps:

  1. Navigate to Admin > Artificial Intelligence.
  2. Enable the AI Copilot.

AI_Copilot.gif

To use this feature, follow the given steps:

  1. Navigate to any page in the agent poral.
  2. Click the Ask AI to utilize the AI.

Ask_AI.gif

  1. Also in the any ticket details page, click the RTE Editor to compose a reply then, click the Use AI Copilot at the top right of the editor.

AI_RTE.gif

  1. Alternatively, you may access the AI Copilot by clicking on the chat icon located on the left panel.
  2. You are able to inquire with the AI, and the Copilot will retrieve answers from the KB to provide a response.

Right_panel_AI.gif

Things to remember

  • The AI-generated answers are drawn from your knowledge base. Therefore, AI won’t generate any response, if you don’t have KB documents related to the question.
  • The AI-assist function is designed to retrieve responses from the knowledge base (KB) based on the access permissions of the currently logged-in agent. Therefore, if the knowledge base is available, but the user lacks the necessary access rights, the AI feature will not source information from that particular knowledge base.
  • This feature analyses 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 Open AI to provide this service, meaning the AI might give incorrect responses. Therefore, the agent needs to verify the AI-generated information before posting.
  • Azure Open AI only uses the ticket conversation and relevant KB document to provide answers. It does not have access to other information.
  • This feature is currently only available for English-language articles.
  • 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
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