The AI 2.0 Agent in BoldDesk helps support teams respond to customer tickets faster by generating automated responses, drafts, replies, public notes, or private internal notes based on the ticket context.

When a ticket qualifies for AI-assisted handling, the AI 2.0 Agent can join the ticket, analyze the customer’s message, and generate relevant content to support the ticket resolution process. Human agents can then review, edit, approve, or continue handling the ticket as needed.

This article explains how the AI 2.0 Agent works during the ticket lifecycle and how it supports both customers and support agents.

How the AI 2.0 Agent Supports Ticket Handling

When a customer submits a support ticket, the AI 2.0 Agent can automatically assist by:

• Joining the ticket as an assigned AI agent
• Generating a response, draft reply, or notes
• Providing internal guidance to the human agent
• Helping reduce the time required to send the first response
• Supporting consistent communication across tickets

The AI 2.0 Agent improves efficiency while still allowing human agents to review and manage the final response when needed.

Example Scenario - Customer Requests Account Help

A customer submits a support ticket requesting assistance with their account.

Sample Ticket

Subject: Need help with my device
Priority: Medium

Customer message:

Hello Support Team, How do I troubleshoot Aura connection dropouts when my hub or device shows an Offline status with error codes ERR-102 or ERR-405?

What Happens After the Ticket Is Created

After the customer submits the ticket, BoldDesk evaluates whether the ticket qualifies for AI-assisted handling.
If the ticket qualifies:

• The AI 2.0 Agent is assigned to the ticket.
• A human agent is also assigned.
• The AI analyzes the customer’s message.
• The AI generates content based on the configured response type.

This allows the ticket to receive immediate attention while ensuring that a human agent can still review and manage the conversation.

AI-Generated Content

Based on the customer’s message, the AI 2.0 Agent generates relevant content that can be used as a draft reply, direct reply, public note, or private note.

Example AI-Generated Response
Hello, If your Aura devices show an “Offline” status, follow the steps below based on the error code: ERR-102 (Hub Disconnected) Unplug the hub’s power adapter from the wall and wait 15 seconds. Check that your home router is working properly and broadcasting a stable signal. Plug the hub back in and wait 2 minutes. Confirm the hub status light turns solid green (successful reconnection). ERR-405 (Device Range Alert)

How AI Responses Are Used

The AI-generated content is applied to the ticket based on the selected response type. Each response type supports a different support workflow.

Response	Description	Use Case	What Happens	Screenshot
Draft Response	A draft response is generated by the AI but is not sent to the customer immediately. This option is recommended for most support teams because it allows the human agent to review the AI-generated message before sending it.	• Account-specific issues • Tickets requiring verification • Sensitive customer requests • Teams that require quality control • Situations where the agent needs to confirm details before replying	• The AI creates a draft response. • The customer does not see the response immediately. • The human agent reviews and edits the draft if needed. • The agent sends the final response to the customer.
Reply	A reply is sent directly to the customer by the AI 2.0 Agent. This option is useful for simple, low-risk, or repetitive questions where an immediate response is appropriate.	• Frequently asked questions • Simple troubleshooting steps • Common product or service questions • Low-risk responses • Teams aiming to improve first response time	• The AI generates the response. • The response is sent directly to the customer. • No manual review is required before sending
Public Note	A public note is visible to the customer but is not treated as a formal reply. This option is useful when the AI needs to add an informational update to the ticket.	• General status updates • Informational messages • Non-critical communication • Customer-visible updates that do not require a formal reply	• The AI adds a public note to the ticket. • The customer can view the note. • The note appears in the ticket conversation but is separate from a standard reply.
Private Note	A private note is visible only to support agents. Customers cannot see it. This option is useful when the AI provides internal guidance, summarizes the issue, or suggests next steps for the human agent.	• Internal troubleshooting guidance • Suggested next actions • Ticket analysis • Agent-only recommendations • Situations where the customer should not receive an immediate message	• The AI creates an internal private note. • Only agents can view the note. • The human agent uses the note to decide the next action.

Human Agent Responsibilities After AI-Generated Content

After the AI 2.0 Agent generates content, the human agent continues managing the ticket.

The agent may:

• Review and edit the AI-generated draft
• Send the response to the customer
• Ask the customer for more information
• Investigate the issue further
• Add internal notes
• Escalate the ticket if needed
• Resolve the ticket after the issue is addressed

This ensures that AI improves efficiency while human agents remain responsible for quality, accuracy, and customer satisfaction.

Typical Ticket Flow

A typical AI-assisted ticket flow works as follows:

1. The customer creates a support ticket.
2. BoldDesk evaluates the ticket.
3. The ticket qualifies for AI-assisted handling.
4. The AI 2.0 Agent is assigned to the ticket.
5. A human agent is also assigned.
6. The AI generates content based on the selected response type.
7. The human agent reviews, edits, or continues the process if required.
8. The customer receives assistance.
9. The ticket is resolved.
   
   
   
   
   

Choosing the Right Response Type

Use the following guide to choose the most suitable AI response type.

Benefits of Using the AI 2.0 Agent

Using the AI 2.0 Agent helps support teams improve ticket handling by:

• Reducing first response time
• Minimizing repetitive manual work
• Helping agents respond faster
• Improving consistency in customer communication
• Supporting different levels of automation
• Allowing human agents to focus on complex issues
• Providing internal guidance for better decision-making

Frequently Asked Questions

1. Can the AI 2.0 Agent be customized with company-specific knowledge?
   Yes, organizations can train or configure the AI using their knowledge base, Q&A, and web pages to generate more accurate and relevant responses.

2. How does the AI determine which tickets qualify for automation?
   The system evaluates predefined rules, ticket content, and confidence thresholds to decide if a ticket is suitable for AI-assisted handling.

3. Can the AI 2.0 Agent handle multilingual support requests?
   Yes, the AI 2.0 Agent can handle multilingual support requests. It is capable of understanding and responding in multiple languages, which makes it suitable for global customer support operations.
   However, this functionality depends on your system setup. Multilingual support is only available if it is explicitly enabled and properly configured in BoldDesk.

4. What safeguards are in place to prevent incorrect AI responses?
   Teams can enforce draft-only mode, apply confidence scoring, and set human approval workflows to ensure all responses meet quality standards.

5. Can the AI 2.0 escalate tickets automatically if it cannot resolve them?
   No, the AI 2.0 Agent does not directly perform ticket escalations on its own.
   Instead, the AI assists by generating responses, drafts, or internal notes that can help the human agent decide the next steps. If escalation is required, it must be handled by the human agent.