BoldDesk AI Copilot can be trained using multiple structured data sources to improve the accuracy, relevance, and contextual intelligence of its responses. Supported sources include:

• Knowledge Base (KB) articles
• Predefined Questions & Answers (Q&A)
• Authorized public web pages
• Uploaded files

Training the AI with high-quality content helps ensure consistent and intelligent support across customer interactions.

Access Knowledge Sources in AI 2.0

You can manage all training sources for AI 2.0 by following the steps below:

1. In the left navigation pane, click the AI icon to open the AI Center.

2. In the AI Center, click Knowledge Sources.
   

   
   
   

3. The Libraries page opens in BoldDesk. From the Libraries page, you can securely store and manage files, text, web content, and Q&As. Explore How to Add Data Sources (Libraries) to AI 2.0 in BoldDesk.
   

   
   
   

Supported Knowledge Sources

BoldDesk AI Copilot and AI Agent use several types of data sources to generate responses:

1. Knowledge Base (KB)

Articles from your Knowledge Base are the primary source. Ensure they are well-organized and topic-specific. Explore How to Create and Manage Knowledge Base Articles in BoldDesk to learn more about using KB articles as a knowledge source for AI.

2. Questions and Answers

Predefined responses to common queries can be added to guide the AI. Explore How to Add, Import, and Export Q&A in BoldDesk.

3. Web Pages

You can add publicly accessible URLs. The AI can process these pages and their child pages within the same domain, depending on the indexing method used. Learn more in How to Add Web Pages as Knowledge Sources in BoldDesk AI 2.0.

4. Files

Files can be uploaded to enrich the AI’s understanding. Supported file formats include:

• .pdf
• .doc
• .docx
• .docm
• .dot
• .dotx
• .dotm

Explore How to Add Files as Knowledge Sources in BoldDesk AI 2.0.

Troubleshooting (AI 2.0 Knowledge Sources)

A file is not processed

• Confirm that the file is publicly accessible.
• Confirm that the file format is supported: .pdf, .doc, .docx, .docm, .dot, .dotx, .dotm.

Q&A content is not visible to end users

This is expected behaviour. Q&A entries are used by AI Copilot and AI Agents for response generation, but they are not displayed to end users.

Frequently Asked Questions

1. Where do I manage AI 2.0 knowledge sources?
   In BoldDesk, open the AI Center, then click Knowledge Sources to access the Libraries page.

2. What content types can be stored in Libraries?
   Libraries can store files, text, web content, and Q&As.

3. Are Q&A answers shown to end users?
   No. Q&A answers are not visible to end users, but they are used by AI Copilot and AI Agents.

4. Can I add website URLs as knowledge sources?
   Yes. You can add publicly accessible URLs, and the AI can process them based on the indexing method you choose.

5. Which file formats can I upload?
   Supported formats are .pdf, .doc, .docx, .docm, .dot, .dotx, and .dotm.

6. Can I use existing support tickets to train the AI?
   No. Support tickets cannot be used directly. Convert relevant ticket replies to Knowledge Base articles and use the KB content instead.

Related Articles

1. How to Add Data Sources (Libraries) to AI 2.0 in BoldDesk
2. How to Convert a Ticket Reply to a Knowledge Base Article in BoldDesk
3. How to Add, Import, and Export Q&A in BoldDesk
4. How to Add Files as Knowledge Sources in BoldDesk AI 2.0