AI Summary Feature in BoldDesk
The AI Summary feature in BoldDesk uses artificial intelligence to generate concise summaries of:
- Tickets
- Chat conversations
- Knowledge base articles
This helps support agents quickly understand the context, customer intent, and emotional tone without reading full threads. AI Summary is accessible for integrated applications such as Facebook, WhatsApp, X (formerly Twitter), Instagram, and others, all of which are categorized as chat conversations.
- The AI Summary feature can only be used in the Agent Portal. Customers do not have access to this feature within the Customer Portal.
- All summaries are generated in the language set in the Agent’s personal settings, regardless of whether the portal language differs from the Agent’s language.
Use Cases for AI Summary
AI-generated summaries streamline workflows across various support scenarios:
| Use Case | Benefit |
|---|---|
| Agent Handover & Shift Transitions | New agents can quickly understand ongoing issues. |
| Managerial Oversight & Quality Assurance | Managers can audit and escalate cases efficiently. |
| Faster Ticket Resolution | Agents respond faster using summarized context. |
| Training & Onboarding | New team members learn from summarized content. |
| Sentiment & Intent Analysis | Helps prioritize support based on emotional tone and request type. |
To use the Ticket Summary feature, ensure that AI Copilot is enabled and the Ticket Summary option is checked under AI Module > Settings. To disable it, simply uncheck the box under AI Copilot Features. Learn How to Activate AI Copilot Features in BoldDesk.
How to Use AI for Summarizing Tickets and Chats
Please follow the steps below to be able to use the summary feature for chats and tickets
Steps to Generate Ticket or Chat Summary
- Open the ticket/chat in the Agent Portal.
- Click on AI Prompt Actions.
- Select the Summarize option from the dropdown.
- The system will generate a concise summary of the ticket or chat. Alternatively, you may click on Regenerate to receive another version with different phrasing.
What the Summary Includes
- Customer Intent: What the customer is asking for (for example, help, complaint, request).
- Sentiment Analysis: Emotional tone of the message (for instance, frustrated, neutral, happy).
- Conversation Recap: Key points and outcomes of the interaction.
How to Use AI for Article Summary
The AI Article Summary feature in BoldDesk helps support agents quickly understand the main points of long or technical knowledge base articles. Instead of reading the entire article, agents can generate a concise summary that highlights the article’s intent, key points, and overall content.
Steps to Access Article Summary
- Navigate to the Knowledge Base Module.
- Open any article.
- Click the “Summarize” button.
- The AI will generate:
- Intent of the article
- Key points
- Concise summary of the content
This is especially useful when referencing articles during ticket resolution.
Frequently Asked Questions (FAQs)
Q: Can customers use the AI Summary feature?
A: No. It is only available in the Agent Portal.
Q: What language is the summary generated in?
A: It uses the language set in the agent’s personal settings.
Q: Can I regenerate a summary?
A: Yes. Click Regenerate to get a different version.
Q: Can I summarize articles that are not saved?
A: No. Only saved articles can be summarized.
