BoldDesk Generative AI Assist Features for Customer Support
BoldDesk Generative AI Assist is a suite of AI-powered tools designed to enhance customer support workflows. These features help support agents:
- Respond faster and more accurately
- Maintain professional communication standards
- Generative AI Assist functionality is exclusively accessible within the Agent portal and is designated solely for use by agents.
- AI-generated content should be checked. If any aspect of the content appears questionable, it is advisable to review the conversation thoroughly to confirm the accuracy of the details.
Activating the Copilot Features
To enable AI Copilot features, explore How to Activate AI Copilot Features in BoldDesk.
Using AI Assist to Refine Ticket Responses
- Open the ticket you want to respond to and type your reply.
- Click the AI Assist button in the toolbar and choose a feature:
These AI Assist features, which help refine ticket responses, become active only after you start typing a reply. They will not operate until some text is entered.
Review Response
The Review Response feature in BoldDesk is part of its AI Assist toolkit, designed to help support agents ensure their replies are complete, clear, and professional before sending them to customers. Check out How to Use BoldDesk’s AI Response Review Feature.
Rephrase, Elaborate, Shorten, Correct Grammar
AI Assist in BoldDesk helps agents craft clearer, more accurate, and customer-focused replies, ensuring professional responses and faster resolutions.
Rephrase
This feature helps restructure content to improve tone and reduce redundancy, making responses more professional or empathetic. It’s ideal for ticket replies, live chats, and articles. After rephrasing, you can replace, copy, or regenerate the response as needed.
Elaborate
Elaborate is used to add details to responses when more context is needed. It’s useful in tickets, chats, and articles. You can choose response length—short, medium, long, or default—based on your needs and follow the outlined steps to apply it.
Shorten
This functionality is applicable in making lengthy responses, messages, or articles more concise. It helps keep communication clear and to the point. Please refer to the outlined steps above based on your context to effectively use the shorten functionality.
Correct Grammar
This feature corrects grammar to make messages, replies, and articles more polished and professional. It’s useful across tickets, chats, and articles—just follow the relevant steps based on your use case.
Translate
This AI tool translates content into different languages, supporting global interactions. Just choose a target language different from the original; otherwise, the content stays the same. It works even without enabling multilingual support in admin settings.
Explore AI-Powered Translation Feature in BoldDesk.
Ticket and Chat Summary
To avoid manually reviewing long chat/ticket threads, BoldDesk offers an AI-powered summary tool that provides a concise overview of the conversation.
Learn How to Use the AI Summary Feature in BoldDesk.
Generate KB Articles
This feature allows easy creation of knowledge base articles by generating accurate content from a specified topic, streamlining support documentation.
Learn how to Effortlessly Generate Knowledge Base Content with BoldDesk AI.
KB Summary
This tool automatically generates clear, concise summaries of knowledge base articles to enhance readability, searchability, and support efficiency.
Learn How to Use the AI Summary Feature in BoldDesk. It is important to note that you can only generate a summary for an article that has been saved.
KB SEO Attributes
Automatically generates SEO-friendly meta descriptions. Enhances visibility and keyword relevance.
Steps to Use
- Open your KB article in edit mode.
- Click on SEO.
- Under Meta Description, click Generate using AI.
- Click Update to save.
Explore How to Enforce SEO for Knowledge Base Articles.
Frequently Asked Questions (FAQs)
Q: Can I use AI Assist without typing a response first?
A: No. You must begin typing before AI Assist features become active.
Q: Is AI Assist available to all users?
A: No. It is available only in the Agent Portal for support agents.
Q: Can I translate content without enabling multilingual support?
A: Yes. Translation works independently of admin multilingual settings.
Q: Does AI Assist guarantee accurate responses?
A: No. Always review AI-generated content for accuracy before sending.
