How to Use the AI Summary Feature in BoldDesk
The AI Summary feature in BoldDesk leverages artificial intelligence to provide a brief summary of a Ticket, Chat conversation, and Article. It assists agents in saving time by highlighting essential details, customer intent, and emotional tone. This article outlines how agents can utilize the AI Summary feature in BoldDesk to efficiently grasp the context of an article, ticket, and chat conversations.
Use cases
By generating concise summaries, it streamlines workflows across various support scenarios, including:
- Agent Handover & Shift Transitions: New agents can instantly grasp ongoing issues without reading full threads.
- Managerial Oversight & Quality Assurance: Managers can efficiently audit and escalate cases using summarized insights.
- Faster Ticket Resolution: Agents can reference summarized articles and chats to respond more accurately and quickly.
- Training & Onboarding: New team members can learn from summarized content without being overwhelmed.
- Sentiment & Intent Analysis: Helps prioritize and personalize customer support based on emotional tone and request type.
How to Use AI for Summarizing Tickets and Chats
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. For more information, please refer to this article .
Steps to Access 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.
The Summary feature helps agents by:
- Identifying the intent of the conversation (the main goal or request from the customer. For instance, is the customer asking for help, reporting a problem, or making a request?)
- Analyzing the sentiment of the request to understand the customer’s emotional tone.
- Summarizing the conversation between the customer and the agent—a concise recap of the key points and outcomes of the interaction.
How to Use AI For Article Summary
The Article Summary helps agents quickly understand the content of long or technical knowledge base articles.
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.
