Getting Started with BoldDesk AI

BoldDesk AI helps your team deliver faster, smarter, and more consistent customer support. It reduces repetitive work for agents while improving the overall customer experience.

Benefits of BoldDesk AI

BoldDesk AI enhances customer support by offering:

• 24/7 assistance: AI Agent can handle customer queries even when your team is offline.
• Reduced workload: Automates routine tasks so agents can focus on complex issues.
• Improved Consistency and Accuracy: Ensures error-free and consistent responses while handling frequent queries, such as password resets, order tracking, or cancellations, without human input.
• Strengthens Knowledge Base (KB) Optimization: Automatically generates well-structured KB articles using natural language processing (NLP), producing clear, SEO-friendly content with optimized titles and descriptions.
• Multilingual support: Helps you serve customers in their preferred language.
• Enhanced Customer Satisfaction: Provides quick, accurate, and personalized support, improving CSAT scores.

How to Enable AI Features in BoldDesk

To access BoldDesk AI’s functionalities, ensure the AI feature is activated in your account. Refer to this article to learn more about how to enable AI Copilot Features.

1. AI Agent
2. AI Actions
3. AI Copilot
   • Generative AI Assist features
     • Summarize the tickets and chat
     • Rephrase, Correct Grammar, Elaborate, and Shorten replies
     • Translate
     • Response Review
     • Generate KB articles
     • Summarize KB articles
     • Create SEO content for KB
4. Multilingual Support
5. Data Sources & Limits
6. Performance
   • AI Agent performance dashboard
   • AI Agent Report
   • AI Copilot Report
7. Unanswered Questions
8. Access Permissions for AI Features
9. Data Privacy & Security in BoldDesk
10. Related Articles

AI Agent

AI Agent in BoldDesk is a fully autonomous, intelligent virtual assistant that handles customer support tasks without human intervention. It goes beyond traditional chatbots by understanding context, making decisions, executing tasks, and continuously learning from interactions. Designed to automate and resolve customer concerns across multiple service channels—including chat, WhatsApp, Facebook, Instagram, Telegram, LINE and other social media channels—AI agents represent the next step in AI-powered support. They help companies enhance automation, improve efficiency, and increase customer satisfaction as AI becomes an integral part of customer interactions.

Use Cases:

• Automated Query Resolution: Handles routine questions like password resets and FAQs, reducing escalations to human agents.
• 24/7 Support: Provides continuous assistance, directing customers to accurate solutions without requiring agent involvement.

For further details, refer to this article.

AI Actions

AI Action in BoldDesk refers to a powerful feature that allows administrators to configure AI-driven tasks that interact with external systems via APIs or MCP. These actions can be executed by AI Agents or AI Copilot during customer interactions or ticket handling, enabling real-time automation without human intervention.

Use Cases:

• Automation: Reduces manual effort by automating repetitive tasks.
• Speed: Executes tasks instantly during live interactions.
• Consistency: Ensures standardized responses and actions.
• Integration: Connects BoldDesk with external systems like CRMs, ERPs, or e-commerce platforms.

Refer to this article for more details.

AI Copilot

BoldDesk is an intelligent assistant designed for support agents to boost efficiency, simplify ticket management, and provide quicker, more precise responses. Unlike the autonomous AI Agent that directly engages with customers, AI Copilot works alongside human agents, enhancing their productivity by offering intelligent suggestions and summarizing ticket history.

Use Cases:

• Real-Time Assistance: AI Copilot analyzes the ticket as the agent reads or types and recommends solutions based on similar past tickets or KB content. It highlights key customer concerns.
• Response Suggestions: AI Copilot generates ready-to-send replies that are:
  • Contextual
  • Grammatically correct

Learn more in the AI Copilot Guide.

Generative AI Assist Features

BoldDesk integrates powerful Generative AI Assist tools to enhance support efficiency and communication quality. These features help agents craft professional, accurate, and customer-friendly responses with minimal effort. Here’s a quick overview:

• Ticket and Chat Summary – Summarizes long conversations into concise overviews.
• Review Response – Reviews replies for clarity, completeness, and professionalism.
• Rephrase – Refines tone and structure of responses.
• Elaborate – Adds more context or detail to messages.
• Shorten – Condenses lengthy content for clarity.
• Correct Grammar – Fixes grammar issues for polished communication.
• Translate – Converts content into multiple languages.
• Generate KB Articles – Creates knowledge base articles from topics.
• KB Summary – Summarizes knowledge base articles for easier reading.
• KB SEO Attributes – Generates SEO-friendly meta descriptions.

For more information, please refer to this article.

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 these AI placeholders to the ticket creation email template.

• ticket.aicopilot.suggested_articlelist
• ticket.aicopilot.suggested_articlelist_count

Learn more about enabling AI-Suggested Answers and Knowledge Base Articles in Email Notifications.

Multilingual Support

This feature enables customer service teams to provide seamless, real-time assistance to users across different languages and regions. By leveraging AI-powered translation and localization tools, BoldDesk ensures that language is no longer a barrier to delivering excellent support.
Use Cases:

• Global Engagement: Serve customers from different countries and regions without needing multilingual staff and expand your support coverage to new markets.

Refer to the article for further insights.

Data Sources & Limits

In BoldDesk, a Data Source is any structured internal or external content repository that the AI system (AI Agent or AI Copilot) uses to generate accurate, context-aware responses. These sources form the knowledge base for AI-driven ticket resolution, customer support, and agent productivity.
The AI Data Limit defines how much data the AI can process at once. It ensures fast, reliable, and scalable performance, especially when handling large ticket histories, complex documents, or multiple data sources.

Use Cases:

• Resource Optimization: AI Data Limits ensure system stability with large data, fast responses during peak use, and timely assistance for agents and customers.

Please refer to this article for more details.

Performance

It helps track AI Agent performance with key metrics like deflection, resolution, and support hours saved. The AI Performance feature in BoldDesk provides powerful analytics to help support teams understand how AI tools are performing. It includes three key reports:

AI Agent Performance Dashboard

The AI Agent Performance Dashboard tracks and analyzes the performance details of the AI Agent. Please refer to this article for more details.

Use Case?

• Optimizing AI Deployment: Understand which tasks AI handles best and where improvements are needed.
• Improving Agent Productivity: Free up agents by identifying areas where AI can take over routine tasks.
• Enhancing Customer Experience: Ensure AI responses are timely, accurate, and aligned with customer expectations.

AI Agent Report

The AI Agent Report tracks the performance of the AI-powered virtual agent that interacts directly with customers. It provides insights into the specific AI agent, resolution category, and resolution type. This report helps teams evaluate the effectiveness of the AI agent and identify areas for improvement. Please refer to this article for more details.

AI Copilot Report

The AI Copilot Report tracks the AI copilot’s engagement and response outcomes. It focuses on the AI assistant used by support agents to suggest responses and streamline ticket handling. Please refer to this article for further details.

Unanswered Questions

In the modern customer support environment, AI-driven chatbots and virtual assistants have become vital for providing prompt and effective responses to customer queries. These technologies depend on properly maintained sources to deliver precise information. However, there are occasions when the AI is unable to address a customer’s inquiry. This may occur due to missing, ambiguous, or overly complex information. Such scenarios are commonly known as AI Unanswered Questions.

BoldDesk allows you to track these details. For more details, please refer to this article.

Access Permissions for AI Features

Administrators have the ability to regulate access to AI features by assigning specific roles to users. Agents without the AI module permission will not access the AI features.

Data Privacy & Security in BoldDesk

BoldDesk AI is built with a strong commitment to data privacy and security, ensuring that all customer and user information is handled responsibly, securely, and in compliance with global regulations. Whether you’re using AI to automate responses, summarize tickets, or generate knowledge base content, BoldDesk ensures that your data remains protected at every step.
Use Cases:

• Secure Handling: BoldDesk AI ensures that all AI-generated content and data interactions:
  • Are processed securely using Azure OpenAI infrastructure.
  • Do not expose customer data to external systems.
  • Are compliant with regional and international privacy laws.

Refer to this article for details.

Related Articles

1. How to Use the AI Summary Feature in BoldDesk
2. Handling AI-Powered Conversations
3. AI Agents in Customer Service: Smarter Support with Virtual Assistants