Getting Started with BoldDesk AI Copilot
AI Copilot is an intelligent, embedded assistant inside BoldDesk that helps support agents handle tickets and live chats more efficiently. It uses AI to draft responses, summarize conversations, and surface relevant knowledge base content—all while maintaining accuracy, consistency, and brand alignment.
It supports:
- AI‑generated ticket responses in the Ticket and Chat module
- Conversation summaries
- Multi-language detection & replying
- Knowledge-base grounded responses
The AI Copilot functionality is offered exclusively as an add-on for the Momentum (legacy) and Enterprise plans.
Check out this video tutorial for more details.
How AI Copilot Helps Your Support Team
- Generates AI-powered reply suggestions for tickets and customer conversations.
- Summarizes lengthy or complex conversations to help agents quickly understand context.
- Improves response clarity, tone, professionalism, and overall communication quality.
- Helps agents respond faster and with greater confidence.
- Reduces manual effort and increases team productivity.
- Accelerates ticket resolution and chat interactions.
- Ensures responses are accurate, grammatically correct, and aligned with your brand voice.
- Leverages knowledge base content to provide relevant and consistent responses.
- Encourages consistent knowledge usage across support teams.
- Automatically detects customer language and supports real-time translation.
- Enhances agent efficiency while keeping humans in control of all customer interactions.
Where AI Copilot Works
AI Copilot is available across multiple areas of BoldDesk to help agents automate tasks, improve communication, and manage customer interactions more efficiently. Explore Overview of AI Copilot Features in BoldDesk AI 2.0.
| Module / Area | Functionality |
|---|---|
| Tickets | Response Generator: Generates responses from configured knowledge sources. Writing Assistant: Helps improve, refine, and translate responses directly within ticket conversations. Field Prediction: Automatically suggests and fills ticket field values based on ticket content. Sentiment Analysis: Analyzes customer messages and assigns sentiment scores to help prioritize conversations. Thank You Detector: Detects acknowledgment replies on resolved tickets and prevents unnecessary ticket reopenings. Custom Prompts: Runs reusable AI-powered instructions to summarize conversations, review responses, detect sentiment, and perform other productivity tasks. |
| Live Chat | Response Generator: Generates responses from configured knowledge sources during chat interactions. Writing Assistant: Helps agents improve, refine, and translate chat responses for clearer communication. |
| Knowledge Base (KB) | Smart Article Assistant: Assists in creating, improving, and managing knowledge base content. Writing Assistant: Helps refine and improve article content directly within the knowledge base. |
| Administration | Copilot License Management: Assigns and revokes Copilot access for agents and manages Copilot seat allocation. Custom Prompts: Creates and manages reusable prompts that agents can use across supported Copilot experiences. |
| Automation & Productivity | Auto-Merge Tickets: Automatically merges multiple tickets from the same customer into a single ticket to reduce duplication and improve efficiency. |
How to Pay for AI Copilot
AI Copilot is a paid add‑on where organizations purchase Copilot seats and assign them to agents. Each seat is billed per assigned agent. Learn more about:
- How to Purchase AI Copilot Agent Seats in BoldDesk
- How to Purchase AI Add‑ons When Upgrading From a Trial Subscription.
How to Assign AI Copilot to an Agent
You must have the Manage AI-Copilot permission to assign or revoke access. Explore further instructions about AI Copilot Access Control for Agents in BoldDesk.
How to Track AI Copilot Usage and Value
Use reporting tools to analyze:
- Copilot engagement
- Time saved
- Recommendation usage
- AI-generated replies count
- Productivity improvements
Learn more about Overview of AI Usage Dashboard and Overview of AI Copilot Report
Frequently Asked Questions
-
What does AI Copilot do inside BoldDesk?
AI Copilot assists agents by generating reply suggestions, summarizing conversations, supporting multilingual replies, and surfacing knowledge-base grounded responses. -
Does AI Copilot interact directly with customers?
No. AI Copilot supports agents. Customer-facing interactions are handled by agents (and separately referenced “AI Agent” functionality, not AI Copilot). -
Do I need to buy seats to use AI Copilot?
Yes. AI Copilot requires purchasing Copilot seats and assigning them to the agents who will use the feature. -
Can AI Copilot support multilingual conversations?
Yes. AI Copilot can detect customer language and assist agents with translated replies. -
Is AI Copilot available on all BoldDesk plans?
No. AI Copilot is available only as a paid add-on for Momentum (legacy) and Enterprise plans. -
Can AI Copilot draft replies in multiple languages?
Yes. AI Copilot detects the language and supports generating replies in that language. -
Where can agents use AI Copilot in BoldDesk?
AI Copilot is available in Tickets and Live Chat for response assistance, and also includes Knowledge Base assistance and Administration capabilities such as license management and custom prompts. -
How can I measure whether AI Copilot is providing value?
Use the AI reporting experiences to track engagement, AI-generated reply counts, and time-saved indicators, using the AI Usage Dashboard and AI Copilot Report.
