How to Use BoldDesk's AI Response Review Feature
Responding thoroughly to customer inquiries is key to faster resolution, building trust, and reducing follow-up questions. BoldDesk’s AI Response Review feature helps agents validate replies before updating tickets, ensuring every concern is addressed.
Check out this video tutorial.
Why Use AI Response Review?
- Guarantees complete and professional responses.
- Highlights missed details to prevent follow-ups.
- Improves ticket resolution time and customer satisfaction.
Step-by-Step Guide to Using AI Response Review
1: Open the Ticket Reply Editor
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Navigate to the Tickets module in BoldDesk.
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Select the ticket and type your response in the Reply Editor.
2: Launch AI Response Review
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Click AI Assist in the reply editor toolbar.
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From the dropdown, select Review Response.
3: Analyze AI Feedback
The review window will display three key insights:
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Addressed Points – Issues fully covered in your response.
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Unaddressed Points – Missed questions or incomplete details.
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Suggested Response – AI recommendations for clarity and accuracy.
4: Apply Suggested Response
- Click Use Suggested Response to insert the AI-generated reply into the editor.
- Review and make any necessary adjustments before updating the ticket.
5: Customize Review Scope
By default, BoldDesk compares your response to the latest customer reply. You can:
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Select any specific customer update.
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Choose multiple updates for a comprehensive review.
Always verify AI suggestions for accuracy and tone before applying them.
FAQs
1. Can I review multiple customer updates at once?
Yes, you can select multiple updates for a comprehensive review.
2. Does AI Response Review automatically update the ticket?
No, you must manually apply the suggested response before updating.
3. Is the AI suggestion always accurate?
No, AI suggestions should be reviewed for accuracy and tone before use.
4. Where can I find the AI Assist option?
The AI Assist button is located in the ticket reply editor toolbar.
5. Can I use AI Response Review for all ticket types?
Yes, the feature is available for all tickets in the Tickets module including Mobile App.
