Generating Responses with 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.
How to Use Copilot in Tickets and Chats
- 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 a Response
- 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. To learn more about setting up knowledge sources for the AI, please check out this article .
- The AI 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.
