Getting Started with BoldDesk AI Agent
What is AI Agent?
The BoldDesk AI Agent is an AI-powered virtual support assistant that automatically responds to customer queries without human intervention. It operates 24/7 across supported channels and is trained using your knowledge base, FAQs, and configured instructions.
The AI Agent independently handles common and repetitive questions, while escalating complex issues to human agents when required.
The AI Agent functionality is offered exclusively as an add-on for the Momentum and Enterprise plans.
Key benefits of using AI Agent
- 24/7 customer support without depending on agent availability
- Instant responses to frequently asked questions
- Reduced ticket volume by deflecting repetitive queries
- Improved first response time (FRT) and SLA adherence
- Consistent and accurate answers based on approved content
- Scalable support without increasing support headcount
How the AI Agent Works in BoldDesk
- A customer submits a query via a supported channel
- The AI Agent analyzes the request using configured knowledge sources
- A relevant AI-generated response is sent instantly
- If the query is complex or unsupported, the ticket is escalated to a human agent
The AI Agent follows the rules, tone, and data sources defined by your support team.
How AI Credits Work for the AI Agent
AI Agent features require active AI Credits to operate and will not function without AI Credits. Please ensure that credits are purchased and active to use all AI functions in BoldDesk. For more information, refer to Understanding AI Credits in BoldDesk AI Agent.
AI Agent responses consume AI Credits. Credits are deducted based on:
- Complexity of the customer query
- Length and detail of the AI-generated response
Each AI Agent reply consumes credits only when a response is successfully generated.
How to Create an AI Agent
Though steps vary based on setup, the process follows BoldDesk’s AI module:
- Navigate to the AI Module → AI Agent section
- Configure the Agent’s purpose and data sources
- Deploy for the specific channel,
- Save and Publish. Please refer to BoldDesk AI Agent: A Complete Guide to 24/7 Virtual Support.
This setup allows the agent to begin functioning immediately using your KB, files, and web pages.
Where You Can Use AI Agents
AI Agents support a wide range of customer engagement scenarios:
Supported Channels
- Live Chat
- Web Widgets
- Social and Omnichannel Platforms:
- Telegram
- LINE
How to track AI Agent usage & performance
BoldDesk provides built-in insights to track:
Number of AI Agent responses generated
- AI credits consumed
- Tickets resolved or deflected by AI Agent
- Overall impact on ticket volume and response time
- This helps teams measure efficiency and ROI of AI Agent usage.
BoldDesk offers various dashboards for effective monitoring. Please refer to them.
- AI Agent Performance Dashboard: Track & Optimize Support
- Overview of AI Credits Consumption & Balance Dashboard
- BoldDesk AI Credits Usage Dashboard
- Overview of AI Agent Report.
Frequently Asked Questions (FAQ)
1. Will AI Agent replace agents?
No. AI Agents automate routine tasks but do not replace human expertise for complex issues.
2. Can I control responses?
Yes. You control all training data, behaviour rules, and supported channels.
3. What happens when credits run out?
The AI Agent stops generating responses until credits are replenished or auto‑purchase is enabled.
4. Can I disable AI Agent anytime?
Yes. You can disable or limit its deployment in the AI Module.
5. Does AI Agent require credits?
Yes. Each decision or response consumes AI credits based on complexity.
6. Which plans support AI Agent?
This feature is available for Momentum and Enterprise plan users.
7. Do AI Copilot and AI Agent use the same data sources?
Yes. Both use KB articles, files, web content, and Q&A entries.
