BoldDesk AI Features Overview
AI features are available only in the Momentum, Enterprise, Pro, and Business plan tiers. Currently, the service is being provided free of cost for a limited period, but it will be made a paid add-on in the future.
AI features assist agents in enhancing productivity. This article provides an overview of the AI features offered in BoldDesk.
List of AI features available in BoldDesk
| Features | Description |
|---|---|
| AI Copilot | This feature assists agents in efficiently addressing customer inquiries by providing automated suggestions for customer queries. Agents can also chat like ChatGPT. Copilot provides answers only from knowledge base articles and does not use knowledge from external resources. Learn More |
| AI Agent | This feature enables your customers to obtain swift and precise responses to their queries, thereby considerably lowering support traffic by promptly resolving common questions. You can set up the AI Agent using Widgets and integrate it with any website in just a few minutes. The AI Agent will provide answers based on your knowledge base, custom responses, and the web pages or PDF documents you have configured, ensuring that all information is managed by you. Learn More |
| AI-Suggested KB Articles in Email Notifications | This feature allows you to send AI-suggested articles in customer email notifications, enabling quick issue resolution without the need for agent intervention. To use this feature, simply add the AI placeholders ticket.aicopilot.suggested_articlelist and ticket.aicopilot.suggested_articlelist_count to the ticket creation email template. Learn More |
| Ticket Summary | This feature provides a summary of a ticket, allowing the agent to quickly grasp the ticket’s objective and the customer’s emotions. It uses intent and sentiment to determine the purpose and tone of the customer’s inquiry. |
| Rephrase, Correct Grammar, Elaborate, or Shorten Content | This feature enables agents to modify text in different ways, such as rephrasing, correcting grammar, and elaborating or shortening responses to enhance clarity and comprehension for customers. This can speed up resolutions and improve overall customer experience and satisfaction. |
| Review Response | This function enables agents to evaluate their replies using AI to ensure all customer inquiries are addressed and the response maintains a professional and appropriate tone. It will identify addressed and unaddressed points and provide a revised suggested response. Learn More |
| Translate | This feature allows agents to assist customers in their native language, even when they are located in different regions and speak different languages. It improves the accessibility of your support and service for a broader customer base. |
| Generate KB Articles | This feature allows agents to create a KB article by providing a description of what they want in the article. Learn More |
| KB SEO Attributes | This feature allows agents to efficiently generate SEO (search engine optimization) attributes such as meta title and meta description for knowledge base documents, enhancing visibility on search engines. |
Access permissions for AI Features
Administrators have the ability to regulate access to AI features by assigning specific roles to users.
Note: To learn more about the roles and permissions in BoldDesk, refer to this article.
FAQs
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Are AI settings enabled by default?
No, AI settings are not enabled by default. The respective user with Admin module access needs to turn on AI Assist and its features. -
Are AI settings applicable to the Customer Portal?
No, AI settings are applicable only to the Agent Portal. -
Can we able to enable AI features for specific brands?
No, AI features are enabled for the organization and applicable to all brands; they cannot be enabled or disabled for specific brands. -
Who can able to access AI features?
All agents can access AI features once they are enabled.
