How Does AI Personalize Content Delivery Based on User Access Levels?
BoldDesk’s AI features (AI Copilot, AI Agent and AI Search) use smart access control to protect sensitive information. They rely on each user’s permissions to decide what data they can see. This means users only view the information they’re allowed to, keeping everything secure and relevant.
Let’s look at how this works in each AI component:
Generative AI Search
This feature searches for and generates results that matches the user access permission. To use the generative AI search in KB, enable it under the customer portal knowledge base settings. Please refer to this article for more details.
AI Agents
AI agents are systems that operate independently to perform tasks and provide responses to customer queries 24/7 in chat. They utilize information from KB articles, web pages, and files to provide accurate responses and can even trigger workflows based on the content.
Ways of User Identification in Live Chat
- If the live chat is embedded within the BoldDesk customer support portal, custom JavaScript can be added to automatically update the logged-in user details.
- If the live chat is implemented on an external site, the team must manually include custom scripts to add the user identity.
To know more about user verification in chat, refer to this article.
AI Copilot
AI Copilot is an intelligent assistant developed to help in customer support operations by enabling agents respond faster and more accurately using suggested replies and providing real-time insights from customer data and knowledge base sources all while learning from feedback to improve over time.
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