Unveiling Agentic AI: A New Era of Intelligent Automation

BoldDesk Agentic AI introduces a new era of customer support automation. These independent, purpose-driven agents perform tasks guided by user intent and business logic. They can be customized, configured, and implemented across various channels to provide intelligent, uniform, and scalable assistance. This article delves into what Agentic AI is, how it works in BoldDesk, how to map it to channels, and how to test it effectively.

How Agentic AI Works

In BoldDesk, Agentic AI:

• Understands user intent and responds with contextual awareness.
• Acts autonomously to resolve issues or complete tasks.
• Executes predefined actions using AI Actions (for example, updating customer data, retrieving order status).
• Adapts to different roles and channels, such as billing, onboarding, or technical support.

This makes BoldDesk’s AI agents more than just chatbots, but intelligent virtual assistants capable of handling complex workflows.

Configuring Agentic AI in BoldDesk

Setting up Agentic AI in BoldDesk involves two key steps: creating AI Actions and configuring the AI agent. Below is a streamlined guide to get started.

Step 1: Create and Configure AI Actions

AI Actions are predefined tasks that enable the agent to act autonomously based on user input. Examples include:

• Updating customer records (e.g., changing a billing address).
• Retrieving order or ticket status from a database.
• Triggering workflows, such as escalating a complex issue to a human agent.
• Calling external APIs to fetch real-time data, like product availability.

To configure AI Actions:

• Access the BoldDesk admin panel and navigate to the AI Actions section.
• Select the type: API action or MCP server.
• Define the task, specifying inputs (e.g., user query) and outputs (e.g., updated record).
• Test the action to ensure it performs as expected.

For detailed instructions, refer to BoldDesk’s official guide on AI Actions (Article ID: 20144).

Step 2: Configure the AI Agent

Before the agent can execute actions, it must be properly set up:

• Create the Agent: In BoldDesk, create a new AI agent via the admin dashboard.
• Define Role and Instructions: Specify the agent’s purpose (e.g., technical support) and provide clear instructions for its behavior.
• Train with Content: Upload relevant materials, such as knowledge base articles, FAQs, or training files, to enhance the agent’s knowledge.
• Set Tone and Response Length: Adjust the agent’s communication style to match your brand, such as formal for billing or friendly for onboarding.

For a comprehensive setup guide, see BoldDesk’s AI Agent configuration article (Article ID: 21050).

Mapping Agentic AI to Communication Channels

Once configured, the AI agent can be deployed across various channels to handle specialized queries:

• Billing Agent: Map to WhatsApp for quick resolution of invoice-related questions, such as payment disputes.
• Technical Support Agent: Deploy via Live Chat on your website to assist with troubleshooting.
• Onboarding Agent: Integrate with email to guide new users through setup processes.

To map an agent:

• In the BoldDesk admin panel, select the agent and choose Add Channel.
• Pick the desired platform (e.g., WhatsApp, Live Chat) and configure channel-specific settings.
• Save and test the deployment to ensure seamless integration.

This flexibility ensures the right agent addresses the right query on the appropriate platform, enhancing customer experience.

Testing Agentic AI

Before launching the AI agent, thorough testing is critical to ensure reliability and accuracy. Key testing steps include:

• Simulate User Queries: Test the agent with common customer questions to verify intent recognition and response accuracy.
• Validate AI Actions: Confirm that tasks like updating records or retrieving data execute correctly.
• Check Channel Performance: Ensure the agent performs consistently across all mapped channels, such as WhatsApp or Live Chat.
• Assess Tone and Clarity: Verify that the agent’s responses align with your brand’s voice and are easy to understand.

For a complete testing guide, please refer to this article