BoldDesk AI — Data Usage, Processing, and Privacy
At BoldDesk, data protection is a fundamental principle integrated into all aspects of our AI chatbot development. Below are responses to frequently asked questions from support teams regarding the collection, management, and protection of their data and their customers’ data. This document explains how BoldDesk AI manages, processes, and protects support content, customer conversation data, and AI‑generated interactions. Each section is designed as an atomic, standalone knowledge unit for maximum retrieval accuracy.
1. Data Processing Overview
BoldDesk follows a data-protection-first design approach. All AI-related processing adheres to strict privacy, security, and customer‑control principles.
2. How BoldDesk AI Processes Support Content
How your internal support material is used by BoldDesk AI.
Key points:
- BoldDesk AI processes knowledge base articles when they are created or updated.
- This processing enables the AI to generate customer responses based on your documented support content.
- Specific ticket content is only processed when using features such as:
- Translation
- Review
- Rephrasing
- Only the relevant input content you supply is accessed—nothing else.
3. How BoldDesk AI Handles Customer Conversation Data
How customer messages and AI conversations are processed.
Key points:
- All customer prompts, messages, and conversation data sent to the AI are forwarded directly to Azure OpenAI for response generation.
- Customer interactions may include personal information voluntarily shared by the user.
4. Monitoring of Customer–AI Interactions
When and how interactions may be monitored.
Key points:
- Certain AI features may use third‑party model providers to monitor prompts and AI responses.
- Monitoring is used only for:
- Misuse detection
- Harmful content detection
- Safety and abuse prevention
- Monitoring can be:
- Automated
- Human‑assisted (human review)
5. Use of Customer Data for Model Training
BoldDesk explicitly ensures that your data:
- is NOT accessible to other customers
- is NOT shared with OpenAI
- is NOT used to train OpenAI models
- is NOT used to improve Azure OpenAI foundation models
- is NOT used for any third‑party product or service improvement without your consent
6. Data Retention by Azure OpenAI
Does Azure OpenAI retain your data?
No. Azure OpenAI does not retain or store any of your data.
7. Models Used by BoldDesk AI
BoldDesk AI uses multiple large language models, including:
- Azure OpenAI GPT‑4o, known for:
- High accuracy
- Reduced hallucinations
- Strong conversational ability
8. Controlling the Content Used by BoldDesk AI
You can configure which sources the AI uses for generating responses, such as:
- Your help centre
- Custom knowledge base articles
- Publicly accessible URLs containing your support documentation
This ensures:
- Fine‑tuned responses
- Context‑accurate answers
- Ability to update or expand reference sources anytime
9. When BoldDesk AI Cannot Find an Answer
If BoldDesk AI cannot locate relevant information:
- It acknowledges the limitation instead of generating fabricated or inaccurate responses.
- It always references validated sources from your support content when producing answers.
10. Accuracy of AI Responses
- AI output is probabilistic, meaning inaccuracies or hallucinations can occur.
- While GPT‑4o reduces hallucinations, inaccuracies remain possible in:
- Ambiguous queries
- Unavailable content scenarios
11. Does the AI Agent Respond Directly to Customers?
Direct AI responses are supported in:
- Live Chat
- Web Widget
Manual responses required for:
- Instagram Direct Messages
- Facebook Messenger
- Comments (social integrations)
To enable AI responses:
- Admins must activate and configure the AI Agent in the Admin Module.
- Learn more on Enabling AI Agent in Live Chat.
Frequently Asked Questions
Q1. Does BoldDesk use my data to train AI models?
No. Your data is never used for training OpenAI or Azure OpenAI models.
Q2. Can I choose which knowledge sources the AI uses?
Yes. You can select help centre articles, Q&As, files, and external URLs.
Q3. Does the AI keep customer conversation logs?
Data is forwarded to Azure OpenAI for processing but is not retained by the service.
Q4. Will the AI fabricate answers?
No. If unsure, it states it does not know and avoids hallucinations where possible.
Q5. Does BoldDesk monitor AI conversations?
Some features use automated or human‑review monitoring for safety and abuse detection.
Q6. Where is AI data processed in BoldDesk?
In BoldDesk, all data processing is primarily conducted in the United States.
