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 Ticket Summary
To be able to use Ticket Summary, you must enable AI Copilot Features and check the ticket summary box under AI module > General Settings. To disable the ticket summary, uncheck the ticket summary box under AI Copilot Features.
Steps to Access Ticket Summary:
- Open the ticket in the Agent portal and click on AI Prompt Actions.
- Choose the summarize option from the dropdown menu.
- The system will generate a concise overview of a support ticket. Alternatively, you may click on regenerate to receive another version with different phrasing.
Ticket Summary helps agents by:
- Identifying the intent of the conversation (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.
How to Use AI For Chat Summary
To streamline your chat experience and avoid manually reading through lengthy conversations, you can use the AI-powered summary feature. This feature provides a concise overview of the conversation, including key details such as intent, sentiment, and a summary of the interaction.
Steps to Access the AI Summary Feature
- Open any chat conversation details page and click the AI icon located at the top-right corner of the center panel.
- From the menu, choose the “Summary” option to prompt the AI to generate a summary of the conversation.
Information Included in the Summary
The generated summary will include the following details:
- Intent: The primary purpose or goal of the conversation.
- Sentiment of the Request: An analysis of the emotional tone of the user’s request (e.g., positive, neutral, or negative).
- Conversation Summary: A concise overview of the conversation’s key points and outcomes.
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.
