How to Use AI to Review Ticket Responses in the Mobile App
The AI Response Review feature in the BoldDesk Mobile App helps support agents ensure their replies fully address customer queries. It highlights what has been answered, identifies missing information, and suggests improvements—making it easier to resolve issues faster, reduce follow-ups, and build customer trust.
Steps to Review a Ticket Response Using AI
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Open the ticket you want to reply to.
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Enter your reply in the text editor.
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Tap the AI Assist icon at the bottom of the editor, then select Review Response from the menu.
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A window will open displaying the AI review details, including:
- Addressed Points: A summary of the customer’s queries that your response has already covered.
- Unaddressed Points: Any parts of the customer’s query that are missing or need clarification.
- Suggested Response: AI-generated recommendations to refine or enhance the response for better clarity and accuracy.
By default, the system evaluates your response against the most recent customer message. You can also manually select specific customer messages to review your reply against them. This helps ensure the reply covers all aspects of the customer’s inquiry.
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To use the suggested response, tap Use. It will automatically populate in the reply text editor, ready for you to review and send.
AI-generated responses may not always be accurate. Please review and edit the suggestions before sending them to the customer.
