How to Generate Customer Responses Using BoldDesk AI Copilot
BoldDesk AI Copilot is an innovative tool developed to elevate customer support operations by enabling agents to craft prompt, precise, and context-sensitive responses to tickets and chats. This functionality aids in reducing response times while ensuring uniformity in communication. This article provides a comprehensive analysis of its mechanisms and functionality. Responses can be generated both in chats and tickets.
Prerequisite
- You must be subscribed to Momentum (Legacy) and Enterprise plans.
- You must have active AI Copilot seats purchased for your agents.
- AI Copilot features must be enabled.
- AI Copilot Response Generator must be enabled under Customer Support Assistance.
- The agent must have AI Copilot Access Control assigned to them. Explore AI Copilot Access Control for Agents in BoldDesk.
Generating Tickets Response via AI Copilot
Replies in tickets can be generated using AI Copilot in two ways as discussed below;
1. Using AI Suggest Reply
- Open the ticket reply editor.
- Put the cursor in the editor.
- Click Suggest Reply icon next to AI Assist icon below the editor.
- Click on Use as Reply to add it to the ticket RTE for review. You can also click on Regenerate to get another response.
2. Using Generate Response
- Open any ticket/chat details page.
- On the right-side panel, click the third tab marked with the AI Copilot icon.
- The AI Copilot interface will appear.
- Click the “Generate a response to the customer query” button.
- The AI will analyze the ticket and generate a relevant, suggested response.
Generating Response in Chat Using AI Copilot
- Navigate to the chat module and open the chat.
- On the right-side panel, click the third tab marked with the AI Copilot icon.
- Click the “Generate a response to the customer query” button.
- The AI will analyze the conversation and generate a relevant response. Please watch the visual for further illustration.
By selecting the ‘Use as reply’ option in AI Copilot, the response is added in the reply section by default. However, the system does not automatically send the reply. You may review the response and, if required, manually remove any inappropriate links or content prior to submitting the reply to the customer.
Knowledge Sources Used
The AI provides responses exclusively based on the knowledge sources you have configured in BoldDesk. Explore further instructions on How to Add Data Sources for AI in BoldDesk.
The AI Copilot operates without leveraging public or external knowledge sources. This approach guarantees that its responses are precise and tailored to your organization, thereby minimizing the likelihood of inaccurate or unrelated information.
Asking Additional Questions
You may also pose additional or follow-up questions to the AI directly via the Ticket or Chat Copilot interface. It will provide responses based on the same knowledge sources.
Frequently Asked Questions
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Which plans support BoldDesk AI Copilot Response Generator?
BoldDesk AI Copilot Response Generator requires Momentum (Legacy) or Enterprise, plus purchased AI Copilot seats. -
What must be enabled for agents to use AI Copilot Response Generator?
AI Copilot features must be enabled, AI Copilot Response Generator must be enabled under Customer Support Assistance, and the agent must have AI Copilot Access Control assigned. -
Does “Use as Reply” automatically send a ticket reply?
No. Use as Reply inserts the content into the reply editor. An agent must review and manually send the reply. -
Can AI Copilot generate responses in both tickets and chats?
Yes. AI Copilot Response Generator can generate responses in tickets and chats. -
What content does AI Copilot analyze in tickets that include attachments or images?
AI Copilot primarily analyzes text content and does not interpret attachments or images directly. Include relevant context in ticket comments for better results. -
Does AI Copilot learn from previous tickets or retain historical context?
No. AI Copilot does not retain data or learn from past interactions. Responses are generated from the current context and configured sources. -
Can agents ask follow-up questions in the same ticket or chat?
Yes. Agents can ask additional questions in the Copilot interface, and AI Copilot responds using the configured knowledge sources. -
Are AI Copilot responses based on public internet content?
No. AI Copilot operates without public or external knowledge sources and uses only configured knowledge sources in BoldDesk.
