Generative AI Features
BoldDesk’s Generative AI Assist features comprise a set of advanced tools aimed at improving customer support workflows through the use of artificial intelligence. These tools enable support agents to operate more effectively, respond promptly, and uphold excellent 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, please refer to this article.
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. Please refer to this article to learn more about Review Response.
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. Please refer to this article to learn more on using AI Assistant to prepare responses.
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. Please refer to this article.
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. Please refer to this article for more information on the AI summary tool.
Generate KB Articles
This feature allows easy creation of knowledge base articles by generating accurate content from a specified topic, streamlining support documentation. Please refer to this article for more insights on effortlessly generating knowledge base articles with AI.
KB Summary
This tool automatically generates clear, concise summaries of knowledge base articles to enhance readability, searchability, and support efficiency. Please refer to this article for more insights.
It is important to note that you can only generate a summary for an article that has been saved.
KB SEO Attributes
AI Assist generates SEO-friendly meta descriptions from article content, making them concise, relevant, and keyword-rich to boost search engine visibility. It ensures key metadata is included, even without manual input.
Steps to use this feature
- On your KB article edit mode, click on SEO.
- Under the Meta Description, click on Generate using AI.
- Wait for a few seconds for the Meta Description to be generated and click on update to save the SEO.
Please refer to this article for more details on how to enforce SEO for Knowledge Base articles.
