How to Use AI Copilot for Multilingual Support in BoldDesk
BoldDesk AI Copilot helps support agents communicate with customers in their preferred language without switching between tools or workflows. It automatically detects the customer’s language, generates context-aware responses, translates content when needed, and leverages approved Knowledge Base (KB) content to provide accurate and consistent support.
Even when the source Knowledge Base content is written in a different language, AI Copilot can generate responses in the customer’s language, helping support teams deliver faster and more efficient multilingual service.
- AI Copilot is available as a paid add-on for customers on the Momentum (Legacy) and Enterprise plans.
- AI Copilot is available only within the Agent Portal and is intended for use by support agents.
- AI-generated responses should always be reviewed before they are sent to customers.
Prerequisites
Before using AI Copilot for Multilingual Support, verify that the following requirements are already in place.
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Verify that the AI Copilot Add-on Is Active
Confirm that your organization has an active AI Copilot Add-on subscription.
If the AI Copilot Add-on has not yet been purchased, learn more about How to Purchase AI Copilot Agent Seats in BoldDesk. -
Verify that AI Copilot Is Enabled
Confirm that AI Copilot is enabled for your organization.
For information about enabling AI Copilot, explore How to Enable and Configure AI Copilot Features in BoldDesk. -
Verify that AI Copilot Seats Are Assigned
Confirm that AI Copilot seats are assigned to the agents who will use multilingual support features.
For more information, explore AI Copilot Access Control for Agents in BoldDesk.
End users do not have direct access to AI Copilot. However, when AI Assistance in KB Search is enabled, customers can receive AI-generated responses through the Knowledge Base search experience in the Customer Portal.
How Multilingual Support Works in AI Copilot
AI Copilot provides two multilingual workflows:
- Automatically generate responses in the customer’s language.
- Translate agent-written responses into the customer’s language.
These capabilities help agents support customers across regions and languages while maintaining consistent communication.
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Respond in the Customer’s Language Automatically
When working in the Ticket or Chat module:- Open a conversation.
- Click Copilot in the upper-right corner of the reply editor.
- AI Copilot analyzes the conversation context and detects the customer’s language.
- A response is generated automatically in that language.
AI Copilot can generate responses using approved Knowledge Base content even when the original articles are written in a different language.
Benefits
- Eliminates manual translation efforts.
- Improves response speed.
- Provides language-consistent customer communication.
- Enables global support using a centralized Knowledge Base.
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Generate Responses from Approved Knowledge Sources
AI Copilot creates responses using configured organizational knowledge sources, helping maintain accuracy and consistency across customer interactions.
The generated response can be based on:- Knowledge Base articles
- Question & Answer sources
- Websites
- Uploaded files
Using approved content helps ensure responses align with organizational guidance and support policies.
Available Actions
After generating a response, agents can:- Insert the response directly.
- Rephrase content to improve tone and readability.
- Shorten lengthy responses.
- Elaborate by adding additional context.
- Correct Grammar to improve writing quality.
These tools help agents tailor responses to their organization’s communication style while preserving the original intent.
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Translate Existing Responses Instantly
Agents who prefer drafting replies in their own language can use the Translate feature to convert content into the customer’s language.This workflow is particularly useful when:
- Agents are not fluent in the customer’s language.
- Teams support multiple regions.
- Existing templates or responses need translation.
How Translation Works
- Write your response.
- Select Translate from the AI Assist options.
- Choose the target language.
- Review the translated content before sending it.
AI Copilot helps preserve meaning, terminology, and tone during translation.
- The AI Copilot supports multiple languages, automatically detects the user query language, and responds accordingly—even if the source content is in a different language, as long as relevant information is available. Explore List of Languages Supported in BoldDesk.
- Customers cannot use AI Copilot in BoldDesk; however, they can only use it for searching the Knowledge Base in the Customer Portal. They can access this feature on the Knowledge Base home page by entering their question in the search bar. The first response displayed on the search results page will be generated by AI. Explore How to Enable AI Assistance in Knowledge Base Search.
- You may utilize AI Copilot without restrictions, provided your subscription is active under the respective plans.
Frequently Asked Questions
1. Can Copilot answer in a different language than the source KB article?
Yes. Copilot is capable of using an English knowledge base source to generate a response in the language of the requester, as long as appropriate content is available.
2. Where can agents use Copilot for multilingual replies?
Within the Ticket and Chat modules, agents compose, translate, improve, and add responses without exiting the workspace.
3. Do customers get Copilot in the portal UI?
No. When AI KB search is enabled, customers receive an AI-generated initial answer in the KB search results, which is based on public content and the language of the query.
4. Do we need a fully translated KB for Copilot to work?
Not required. Copilot is capable of translating grounded answers instantly. However, localised KB content remains an area for improvement and precision.
5. Can AI Copilot translate KB articles automatically?
No, AI Copilot translates responses during ticket handling.
For Knowledge Base articles, you must manually draft and translate them using Copilot. Please refer to the Multilanguage Knowledge Base Article.
