How to Use AI Copilot in the BoldDesk Mobile App
The AI Copilot feature enables agents to respond to customer inquiries within tickets effortlessly with a single click. This functionality supports agents in maintaining consistent communication while significantly reducing response times.
Enabling AI Copilot Feature
To enable the AI copilot (Chat Copilot, Ticket Copilot, and Global Copilot), follow these steps:
- Go to the AI module > AI Copilot > Settings.
- Turn on the AI Copilot Features toggle switch.
- Mark the AI Copilot Response Generator checkbox. The AI copilot will generate responses by extracting information from the available sources. To include BoldDesk’s knowledge base as a source of information, enable the Generate AI Copilot Responses from the BoldDesk KB option.
- Click Update to save the changes.
To manage the Copilot settings, you should have the Manage Copilot permission enabled.
Using AI Copilot in Mobile App
- Open any ticket details page.
- At the bottom, click on the Copilot icon before to the Reply option.
- The Copilot interface will appear.
- Click the “Generate a response to the customer query” option.
- The AI will analyze the ticket and generate a relevant response-based customer query.
By selecting the ‘Use as reply’ option in AI Copilot, the response is added to the reply section by default. However, the system does not automatically send the reply. You may review the response and, if required, manually remove any inappropriate links or content prior to submitting the reply to the customer.
Knowledge Sources Used
The AI generates responses based solely on your configured private knowledge sources in BoldDesk, including:
- Knowledge Base articles
- Q & A
- Configured web pages
- Uploaded files
To learn more about setting up knowledge sources for the AI, please check out this articlearticle.
The AI does not use public or external knowledge sources. This ensures that responses remain accurate and specific to your organization, avoiding the risk of hallucinated or irrelevant content.
Asking Additional Questions
You can also ask the AI additional or follow-up questions directly through the Copilot interface. It will return responses using the same internal knowledge sources.
