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How to Enable AI Assistance in Knowledge Base Search
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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 Natural Language Processing (NLP), machine learning, and semantic search—to enhance how users discover information within the Knowledge Base (KB).
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.
- To be able to use this feature, the Knowledge Base must be enabled for the customer portal. Please check this article for more insights.
- 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.
- 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.
