Getting Started with BoldDesk AI Assist
AI Assist (formerly 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 while maintaining accuracy, consistency, and brand alignment.
It supports:
- AI-generated ticket responses in the Ticket and Chat module
- Conversation summaries
- Multi-language detection and replying
- Knowledge base-grounded responses
- AI Copilot has been renamed to AI Assist. References to AI Copilot in older documentation, screenshots, videos, reports, and communications refer to the same feature.
- The AI Assist 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 Assist 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 Assist Works
AI Assist is available across multiple areas of BoldDesk to help agents automate tasks, improve communication, and manage customer interactions more efficiently. Explore Overview of AI Assist 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 | AI Assist License Management: Assigns and revokes AI Assist access for agents and manages AI Assist seat allocation. Custom Prompts: Creates and manages reusable prompts that agents can use across supported AI Assist 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 Assist
AI Assist is a paid add-on where organizations purchase AI Assist seats and assign them to agents. Each seat is billed per assigned agent.
Learn more about:
- How to Purchase AI Assist Seats in BoldDesk
- How to Purchase AI Add‑ons When Upgrading From a Trial Subscription.
How to Assign AI Assist to an Agent
You must have the Manage AI Assist permission to assign or revoke access.
Explore further instructions about AI Assist Access Control for Agents in BoldDesk
How to Track AI Assist Usage and Value
Use reporting tools to analyze:
- AI Assist engagement
- Time saved
- Recommendation usage
- AI-generated replies count
- Productivity improvements
Learn more about Overview of AI Usage Dashboard.
Frequently Asked Questions
-
What does AI Assist do inside BoldDesk?
AI Assist assists agents by generating reply suggestions, summarizing conversations, supporting multilingual replies, and surfacing knowledge base-grounded responses. -
Does AI Assist interact directly with customers?
No. AI Assist supports agents. Customer-facing interactions are handled by agents (and separately referenced AI Agent functionality, not AI Assist). -
Do I need to buy seats to use AI Assist?
Yes. AI Assist requires purchasing AI Assist seats and assigning them to the agents who will use the feature. -
Can AI Assist support multilingual conversations?
Yes. AI Assist can detect customer language and assist agents with translated replies. -
Is AI Assist available on all BoldDesk plans?
No. AI Assist is available only as a paid add-on for Momentum (legacy) and Enterprise plans. -
Can AI Assist draft replies in multiple languages?
Yes. AI Assist detects the language and supports generating replies in that language. -
Where can agents use AI Assist in BoldDesk?
AI Assist 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 Assist 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 Assist Report.
