How to Enable AI Copilot Features in BoldDesk
The AI Copilot in BoldDesk provides support teams with advanced tools to simplify workflows, enhance response quality, and boost customer satisfaction. Follow this step-by-step guide to activate and configure these features:
What AI Copilot Does
AI Copilot enhances BoldDesk by offering:
- Automated customer support assistance
- AI‑powered text enhancement in editors
- Smart article creation tools
- Ticket classification and sentiment insights
- Knowledge base (KB) generation and optimization
How to Enable AI Copilot Features
Follow the steps below to enable AI Copilot Features. You can refer to the GIF for better visual clarity.
Step 1: Open the AI Center
To access AI settings:
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Log in to your BoldDesk account.
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In the left sidebar, select AI Center.
Step 2: Open AI Copilot Settings
Inside the AI Center:
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Click AI Copilot to access configuration options.
Step 3: Activate AI Copilot
To enable the AI tools:
- Locate AI Copilot Features.
- Toggle Enable AI Copilot.
- Once enabled, you can configure three main modules:
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Customer Support Assistance
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Smart AI Assistant in Editor
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Smart Article Assistant
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Configuring AI Copilot Features
Below are the three modules and all feature options.
Module A: Customer Support Assistance
AI tools that enhance ticket handling and customer communication.
| Feature | Description |
|---|---|
| AI Copilot Response Generator | Generates agent replies using available content sources such as Knowledge Base (KB) articles, Q&A content, public web pages, and uploaded files. |
| Generate AI Copilot Responses from BoldDesk KB | Allows AI Copilot to use only your BoldDesk Knowledge Base for answer generation. Useful for controlled, source‑verified responses. |
| Ticket Summaries | Creates short summaries of long ticket threads, enabling agents to understand conversations quickly. |
| Field Prediction | Automatically fills recommended ticket fields based on message content, reducing agent workload. |
| Sentiment Analysis | Analyzes customer tone and classifies it into three categories based on score (0–100): Positive (71–100), Neutral (36–70), Negative (0–35). Can be customized using the Change option, then you update. |
| Auto‑Merge Tickets | Detects duplicate or related tickets from the same customer and merges them automatically. |
Module B: Smart AI Assistant in Editor
Tools that improve writing quality inside text editors.
| Feature | Description |
|---|---|
| Content Enhancement | Provides rewriting, grammar correction, expansion, condensation, and clarity improvements directly inside the editor. |
| Multilingual Support | Instantly translates content into multiple languages. Helpful for global customer support. |
Module C: Smart Article Assistant
AI tools that support knowledge base article creation and optimization.
| Feature | Description |
|---|---|
| KB Article Generation | Generates structured KB articles using ticket details, prompts, or agent-provided inputs. |
| Article Summaries | Produces concise summaries of long articles for quick-reading or table‑of‑contents sections. |
| Article SEO Optimization | Suggests SEO improvements such as keywords, metadata, headings, and readability adjustments. |
Save Configuration Changes
Once you finish selecting features:
- Click Update at the bottom of the page to save all changes.
FAQs
Q1: Do I need all AI Copilot modules enabled?
No. You can enable only the features useful to your support operations. Each module works independently.
Q2: Can AI Copilot generate inaccurate responses?
It depends on the data sources. For highest accuracy, enable “Generate AI Copilot Responses from the BoldDesk KB” to limit answers to verified content.
Q3: Does enabling AI Copilot affect existing ticket workflows?
AI Copilot enhances workflows but does not alter existing ticket processes unless features such as Auto‑Merge Tickets or Field Prediction are activated.
Q4: Can I customize sentiment score ranges?
Yes. The Change option lets you define your own positive, neutral, and negative thresholds.
