The BoldDesk AI Agent is an autonomous assistant designed specifically for Live Chat and Omnichannels, enabling organizations to provide accurate, multilingual, real‑time support. The AI Agent uses your configured BoldDesk data sources—such as Knowledge Base articles, uploaded files, curated Q&A, and approved web pages—to produce responses that reflect your organization’s approved content and policies.

Key Use Cases for Language‑Aware AI Support

• 24/7 multilingual support
  Automatically respond in the customer’s language, reducing wait times and improving customer satisfaction.

• Global support without multilingual staffing
  Expand into new regions while maintaining consistent, language‑appropriate replies drawn from your approved Knowledge Base and other AI data sources.

• Brand‑aligned responses across all languages
  Because every AI Agent reply is grounded in configured data sources, communication remains accurate, compliant, and consistent.

Prerequisites and Access (BoldDesk AI Agent)

1. Plans & Licensing

• AI Agent is available as an add‑on and can be purchased with (Momentum) legacy plan or the current Enterprise Team Base plan. Explore further instructions about BoldDesk Subscription Plans – Compare Features & Pricing.
• AI Agent usage is billed through AI Agent Credits (e.g., 1,000‑credit packs). Explore further instructions about How to Purchase AI Agent Credits in BoldDesk Active Subscription.
• Credits are consumed per AI‑generated reply and can be auto‑recharged. Explore further instructions about How to Purchase AI Agent Credits in BoldDesk Active Subscription.

2. AI Agent Enablement
   To activate the AI Agent, configure it within the AI administration module:

   • Navigate to Agent Portal → AI → AI Agents

   • Enable AI Agent for:

     • Live Chat
     • Web Widget
     • Any supported AI‑enabled channel configured in your account

   Explore further instructions about:

   • Enable AI Agent in BoldDesk Live Chat for 24/7 Support.
   • How to Enable AI Agent in Web Widget

3. Configure Data Sources
   AI Agent responses depend entirely on your trusted content sources, including:

   • Public Knowledge Base articles
   • Uploaded files
   • Approved web pages
   • Custom Q&A data

You can manage these under: Agent Portal → AI → Knowledge Sources
Explore further instructions about How to Add AI Data Sources in BoldDesk.

How BoldDesk AI Agent Delivers Multilingual Replies

The AI Agent analyzes each incoming chat message and determines the appropriate response language. Depending on configuration, the AI Agent can either:

1. Respond in the Customer’s Language
   The AI Agent automatically detects the language used by the customer and replies in that language. This is ideal for multilingual user bases.

2. Respond in a Fixed Language
   If preferred, the AI Agent can be configured to always respond in a specific language (e.g., English). This ensures consistent, single‑language communication for teams that do not support multilingual operations.

The selection is made in the AI Agent Persona settings. Your attached screenshot shows the exact UI section where “Response Language” is configured.

Preparing Your BoldDesk Environment for Accurate AI Responses

To ensure high‑quality multilingual replies:

1. Maintain High‑Quality Data Sources
   AI Agent responses depend entirely on the information you configure. This includes:

   • Public Knowledge Base articles
   • Approved websites or pages
   • Uploaded files (PDFs, product manuals, policy documents, etc.)
   • Custom Q&A entries

   Maintaining multilingual versions of key content allows the AI Agent to produce accurate replies in each supported language.

2. Configure AI Agent Behavior Using the Persona Settings
   In the AI Agent setup, you define:

   • AI Agent display name and avatar
   • Description of the AI Agent’s purpose
   • Response Language (Customer Query or Fixed Language)
   • Tone of Voice (Professional, Casual, Friendly)
   • Response Length (Short, Medium, Long)

   These settings determine how the AI Agent communicates during chat interactions.

3. Deploy AI Agent in Live Chat
   Once configured, the AI Agent can be enabled for:

   • Live Chat via the chat widget
   • Supported Omnichannel
   • Web widget environments where AI Agent needs to engage customers

   When enabled, the AI Agent becomes the first responder in customer conversations.

   
   
   

Multilingual Support Workflow

Here’s what happens during a live chat:

1. Customer initiates the chat in any supported language.

2. AI Agent analyzes the message and identifies the language.

3. AI Agent selects the appropriate response source (KB article, file, Q&A).

4. AI Agent responds in:

   • The customer’s language, or
   • The fixed language you configured.

5. If needed, conversations are seamlessly handed off to human agents, with all context preserved.

Optimizing Multilingual AI Support

To continuously improve AI Agent accuracy:

• Review the Unanswered Questions list in the AI module to identify gaps in your KB or data sources.
• Check the Performance tab to understand deflection rates, escalation patterns, and language‑usage trends.
• Update Knowledge Base articles and multilingual variants as customer needs evolve.

FAQs

1. Does AI Agent work inside ticket replies?
   No. AI Agent is exclusive to Live Chat/Supported Omnichannel. Ticket replies use AI Copilot, an agent‑assist tool.

2. Can AI Agent reply in multiple languages automatically?
   Yes. When configured to Customer Query Language, AI Agent automatically detects and replies in the user’s language.

3. Can I restrict AI Agent to respond only in one language?
   Yes. Setting Response Language → Fixed Language forces AI Agent to always reply in the selected language.

4. Do I need multilingual Knowledge Base content for multilingual replies?
   No. The AI Agent does not require multilingual Knowledge Base content to deliver replies in different languages.

   • When the Response Language setting is configured to Customer Query Language, the AI Agent automatically detects the customer’s language and generates the reply in that language, even if your Knowledge Base is written entirely in one language.
   • When configured to a Fixed Language, the AI Agent will always respond in the selected language, regardless of the language used in your KB content.

   In both cases, the AI Agent translates as needed while still grounding its answers in your configured data sources.

Related Articles

• Understanding AI Credits in BoldDesk AI Agent
• Enable AI Agent in BoldDesk Live Chat for 24/7 Support
• How to Enable AI Agent in Web Widget
• How to Purchase AI Agent Credits in BoldDesk Active Subscription