Getting Started with BoldDesk AI 2.0 Agent
BoldDesk AI 2.0 Agent is an advanced AI-powered virtual support assistant that autonomously handles customer interactions across multiple channels and within tickets. It delivers real-time, accurate responses using configured knowledge libraries, tools, and integrations—without requiring human intervention.
AI 2.0 introduces a modular and intelligent architecture that enables it to analyze requests, generate responses, perform actions, and escalate issues when needed. Responses are guided by configured instructions and rules, ensuring accuracy and controlled behaviour.
The AI agent independently manages repetitive queries while seamlessly handing off complex scenarios to human agents.
Key Benefits of Using AI 2.0 Agent
- 24/7 automated customer support without relying on agent availability
- Faster, real-time responses driven by intelligent decision-making
- Reduced ticket volume through automation of repetitive queries
- Improved first response time (FRT) and SLA performance
- Autonomous execution of actions using integrations and APIs
- Scalable support with multiple specialised AI agents
- Highly configurable behaviour, logic, and responses
- Consistent and accurate answers using structured knowledge sources
- Reduced ticket volume through automation of repetitive queries
How the AI 2.0 Works in BoldDesk
- A customer submits a query via a supported channel
- The AI 2.0 Agent analyses the request using:
- Knowledge libraries (KB articles, files, URLs)
- Connected tools (MCP servers, APIs)
- The agent generates a context-aware response instantly
- If required, it performs real-time actions such as fetching data or triggering workflows
- Complex or unsupported queries are escalated to a human agent
The agent follows configured instructions, execution rules, and knowledge sources, ensuring controlled and reliable responses.
AI 2.0 Agent in Tickets
AI 2.0 can assist directly within tickets by:
- Generating replies to customers
- Posting public notes when required
- Drafting responses for agent review
- Adding private notes for internal collaboration
This helps agents respond faster while maintaining consistency and accuracy. For detailed information, explore How to Auto-Assign AI 2.0 Agent for Ticket Responses.
How AI Credits Work for the AI 2.0 Agent
AI 2.0 Agent functionality requires active AI Credits. Without credits, the agent will not generate responses.
AI Credits are consumed based on:
- Complexity of the user query
- Processing requirements (tools, reasoning, integrations)
- Length and depth of generated responses
Credits are deducted only when a successful AI response or action is completed. Explore Understanding AI Credits in BoldDesk AI Agent.
How to Create and Configure AI 2.0 Agent
AI 2.0 Agents can be created and configured on the AI Agent Creation page. Explore How to Create and Manage AI 2.0 in BoldDesk.
Where You Can Use AI Agents
| Area | Capabilities |
|---|---|
| Ticketing | - Handle email-based support tickets with AI-powered email agents. - Automate ticket responses, follow-ups, and status updates. - Intelligently route and assign tickets to the appropriate teams based on context, priority, and intent. |
| Live Chat & Web Widgets | - Enable real-time customer engagement through website chat widgets and live chat channels. - Provide instant responses to customer inquiries, collect information, and escalate conversations when needed. |
| Omnichannel | - Deploy AI 2.0 Agents across multiple customer touchpoints and social media channels. - Support platforms such as WhatsApp, Facebook Messenger, Instagram, Telegram, SMS (via Twilio), and LINE. - Seamlessly synchronize all interactions with BoldDesk’s ticketing system, ensuring a unified and consistent support experience across channels. |
For more insights, explore How to Assign AI Agent 2.0 to Omnichannel in BoldDesk.
How to Track AI 2.0 Usage & Performance
BoldDesk provides insights to monitor AI Agent performance:
- Number of AI responses generated
- AI credits consumed
- Ticket deflection and resolution rates
- Agent performance across channels
- Impact on response time and workload
Explore Overview of the AI Agent Performance Dashboard and Overview of AI Credits Consumption & Balance Dashboard.
Permissions
To access AI 2.0 features, users must have AI Builder Access. Explore How to Configure AI Agent Builder Access Permission.
Frequently Asked Questions
-
Will AI Agent replace human agents?
No. AI Agents handle repetitive tasks, allowing human agents to focus on complex and sensitive issues. -
Can I control responses?
Yes. You can fully configure instructions, tools, and knowledge sources. -
What happens when credits run out?
The AI Agent stops functioning until credits are replenished. -
Can I disable AI Agent anytime?
Yes. Deployment can be removed from the AI Module, or you can unpublish the AI Agent. -
Does AI Agent require credits?
Yes. Every response or action consumes AI Credits. -
What powers AI 2.0 responses?
AI models (for instance, Gemini, Azure OpenAI) combined with libraries and tools. -
Can I connect external systems?
Yes. AI 2.0 supports MCP servers and API-based integrations. -
What is the difference between Libraries and Tools?
- Libraries: Knowledge sources
- Tools: Actions and integrations
-
Do I need to publish before deployment?
Yes. Only published agents can be deployed.
