How to Enable AI Assistance in Knowledge Base Search
BoldDesk’s AI Search feature allows users to ask questions in natural language and receive AI-generated answers based on relevant knowledge base articles.
BoldDesk leverages artificial intelligence technologies—such as machine learning, and semantic search—to enhance how users discover information within the Knowledge Base (KB).
- To use this feature, you must have the AI Copilot feature activated and subscribed to. Learn more on How to Purchase AI Copilot Agent seats in BoldDesk Active Subscription.
- To be able to use this feature, the Knowledge Base must be enabled for the customer portal. Learn more on How to Enable or Disable Knowledge Base in Self-Service Portal?.
- If multilanguage support is enabled, search results are returned in the language of the query. Example: A query in French returns results in French. If not enabled, results default to the primary language of the portal.
- Only public articles (visibility set to “any users”) are included in AI search results. Private or internal articles are excluded from AI-generated responses.
Key Capabilities:
- Understands natural language queries
- Improves search accuracy and relevance
- Delivers AI-generated answers instantly
You can only use this feature on the Knowledge Base home page in the customer portal. Type your question in the search bar, and the first response on the search results page will be AI-generated.
-
You can also find AI answers directly from the search dropdown on the home page by clicking the AI option.
To enable this feature:
-
Go to Admin > Customer Portal > Knowledge Base.
-
Turn on the ‘Enable AI assistance in KB search’ option.
Frequently Asked Questions (FAQs)
1. What settings must be enabled to use AI Search in the KB section within the Customer Portal?
The Knowledge Base must be enabled in the customer portal.
You can enable it here:
Admin → Customer Portal → Knowledge Base → Enable AI assistance in KB search
2. Who can use the AI Search feature to search for articles in the Customer Portal?
Any customer portal user can use it, as long as the KB and AI assistance are enabled and the relevant articles are set to public visibility.
