How to Customize and Test AI Agent Capabilities in BoldDesk

Testing AI Agents in BoldDesk is essential to ensure they deliver accurate and consistent support. This guide covers how to simulate customer queries, validate intent recognition, and verify AI Actions. It also emphasizes the importance of multi-agent testing, which ensures each AI agent responds correctly within its assigned role and channel—critical for maintaining seamless support across specialized functions like billing, onboarding, or technical help.

Steps to Test an AI Agent in BoldDesk

1. Access the AI Testing Interface:
   • Navigate to the AI module from the left sidebar.
   • Click on AI Agent and select the agent you want to test.
   • Click on the more options icon on the Agent tab.
   • Then select Test Agent to open the testing tab or interface provided for sample interactions.

• Enter realistic customer queries to simulate live interactions.
• Test across different topics and intents relevant to your business.
• Observe how the agent responds and whether it uses the correct content sources.

Check out the visual below.

3. Validate Intent Recognition:
   • Check if the AI correctly identifies the user’s intent.
   • Ensure it routes queries to the appropriate department or provides accurate answers.
   • For multi-agent setups, confirm that the right agent is triggered based on the query context.
4. Test AI Actions:
   • If you’ve configured AI Actions, test them by entering trigger phrases.
   • For example, simulate a request to update a billing address or check an order status.
   • Confirm that the agent performs the action or calls the external API as expected.
5. Repeat and Improve:
   • Based on test results, refine:
     • Training content (KB articles, Q&A, files).
     • Communication style (tone and length).
     • AI Actions and workflows.
   • Re-test until the agent meets your performance standards.

Testing Multi-Agent Deployments

If you’re using multiple AI agents:

• Test each agent individually for its assigned role (for example, billing, onboarding).
• Validate that agents respond appropriately when mapped to different channels.

To test AI Agents, users must have Manage AI Agents permission.

Go to Admin > Roles and Permissions > Manage AI Agents