How to Add Data Sources for AI in BoldDesk
BoldDesk’s AI relies on structured data sources to deliver accurate and intelligent responses. You can enhance its capabilities by adding various types of content as AI knowledge sources. This guide walks you through the four main methods:
- If an agent lacks permission to access a specific knowledge base, the AI will exclude that content from its responses—even if it exists.
- AI Copilot analyzes 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 OpenAI to provide this service, meaning the AI might give incorrect responses. Therefore, the agent needs to verify the AI-generated information before posting.
- Azure OpenAI, as used in BoldDesk’s AI Copilot, generates responses based on:
- Relevant Knowledge Base (KB) articles.
- Other configured sources such as custom answers and uploaded files.
- Azure OpenAI does not have access to external data or any information beyond what is provided within the BoldDesk environment and configured sources.
- 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.
Knowledge Base Articles (KB)
BoldDesk allows you to create structured Knowledge Base (KB) articles that not only serve your customers and agents, but also act as valuable data sources for the AI. These articles help the AI deliver accurate, context-aware responses by referencing published content. Please refer to this article for more details
Steps to Create Knowledge Base Articles
- Log in to the BoldDesk Agent Portal.
- Navigate to the AI Module > under Content > Click KB Articles.
- After clicking on KB Articles, you will be redirected to the KB module.
- Under the KB module, click Create > Then select Article.
- Fill in Article details.
- Publish the Article.
- BoldDesk does not impose any limits on the number of articles you can create in the Knowledge Base.
- 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.
Questions and Answers (Q&A)
Questions and Answers act as a data source for the AI Copilot/AI Agent and are not directly visible to end users. You can include FAQ-type questions and answers to help the AI Copilot/AI Agent in addressing those queries. For more information, please refer to this article for more information
Steps to Add Questions and Answers
- Navigate to AI module > Knowledge source > Q&A
- Click the Add Q&A button.
- Fill out the question-and-answer fields.
- To finish, click the Publish button. Once published, the Q&A will be integrated into the AI knowledge source.
- There are no limits on the number of questions and answers that can be added.
Web Pages
BoldDesk’s AI can be trained using external web pages, allowing it to pull relevant information from your website or documentation portal. This helps the AI respond more accurately to customer queries by referencing real-time content.
To add a web page, follow these steps:
Steps to Add a New Web Page.
- Log in to BoldDesk Agent portal.
- Navigate to AI module > Knowledge source > Choose Web Pages > and click Add Web Page.
- Select the relevant Brand, enter your website URL, and set the Access Scope to Private (internal use) or Public (visible to all).
4. Click Add & Sync to begin the integration.
Please click on this article for more insights.
- Only URLs that are publicly accessible will be processed. Private or protected URLs will be excluded.
- Providing a root domain, such as https://www.bolddesk.com/, will result in the processing of all pages within that domain. If a specific path is provided, such as https://www.bolddesk.com/pricing, only the nested pages within that path (e.g., https://www.bolddesk.com/pricing/team-based) will be processed. Other URLs will not be crawled.
- Additionally, during crawling, only links to pages within the same domain will be considered. Links to external domains will be disregarded.
- Sitemap URLs can also be utilized, and they will be processed accordingly.
- To simplify whitelisting and approval through the robots.txt file, we provide a dedicated user agent, BoldDesk-Bot. If you have restrictions in place for external crawlers, you can grant access to BoldDesk by whitelisting this specific user agent.
- BoldDesk has imposed limits on how many Web pages one can add. Trial Users: A maximum of 50 web pages can be added. Active Users: A maximum of 10,000 web pages can be added.
File (PDF)
BoldDesk allows you to enrich it’s AI by uploading files that serve as knowledge sources. These files are processed and indexed to help the AI respond accurately to user queries.
To add a new file, follow these steps:
Steps to Add a File
- Log in to BoldDesk Agent portal.
- Navigate to AI module > Knowledge source > Choose Files
- Click on ‘Add File’ button.
- Select the appropriate Brand, set the Access Scope to Private (internal use) or Public (visible to all), then upload your File.
- Then click ‘Add File’ to save.
- The system currently supports uploading files in PDF format only. Please ensure that your documents are clear, well-structured, and relevant to enhance AI processing and response accuracy.
- Only files that are publicly accessible will be processed. Private files will be excluded from the end user’s update.
- BoldDesk has imposed limits on how many files one can add. Trial Users: A maximum of 5 PDF documents can be added. Active Users: A maximum of 100 PDF documents can be added.
