What about languages?

Translate both inbound and outbound messages; set default per queue.

Can Copilot create KB drafts?

Yes—turn great replies into article drafts to fill gaps.

Does Copilot work with AI Actions?

Yes—admins can allow specific actions (e.g., refund to wallet) with role‑based controls.

AI Copilot
Reply 3x faster. Ship perfect answers

When agents spend time searching and rewriting, customers wait longer. BoldDesk AI Copilot supports agents inside the workspace by drafting replies, summarizing conversations, translating messages, and surfacing the right knowledge instantly.

Trusted by companies of all sizes

What is an AI Copilot?

Why Teams Trust Agentic Assist in Customer Support?

AI Built to Support Agents, Not Replace Them

Agentic Assist enables better customer experiences by guiding agents through complex conversations with speed and accuracy. The result is reliable support that feels human, helpful, and consistent.

Lower Handle Time

Customers get faster resolutions as agents spend less time drafting and repeating routine steps. Agents focus on solving real customer problems while keeping conversations clear and empathetic.

One Workspace

Customers receive quicker, more consistent answers when agents work without switching tools. Context stays intact as replies, summaries, translations, and knowledge live in one place.

Safer Answers

Customers receive accurate responses grounded in approved knowledge and policies. Trust grows through consistent, compliant answers across every interaction.

Real-World Use Cases of AI Copilot for Help Desk Teams

Knowledge‑Aligned Replies for Support Questions

I cannot see the audit log for my workspace. How do I enable it?

Draft a reply using our KB and similar resolved tickets.

Context‑Aware Summaries for Long Tickets

We have intermittent 502 errors. Please check attached logs and earlier emails.

Summarize the thread and files. List likely causes and next steps.

Policy‑Aligned Replies for Sensitive Requests

I want a refund. The feature you promised does not work.

Draft an empathetic reply that follows refund policy.

Language‑Aligned Replies for Global Support

No puedo iniciar sesión con SSO después de cambiar mi contraseña.(Spanish)

Reply in Spanish using the English KB and draft an accurate, on-brand response for the customer.

Banking/Fintech — Update mailing address with KYC validation

Knowledge‑Aligned Replies for Support Questions

I cannot see the audit log for my workspace. How do I enable it?

AI Copilot drafting a reply using knowledge base and similar resolved tickets

Draft a reply using our KB and similar resolved tickets.

Context‑Aware Summaries for Long Tickets

We have intermittent 502 errors. Please check attached logs and earlier emails.

AI Copilot summarizing the thread and files, listing likely causes and next steps. Summarize the thread and files. List likely causes and next steps.

Policy‑Aligned Replies for Sensitive Requests

I want a refund. The feature you promised does not work.

AI Copilot drafting an empathetic reply that follows the refund policy

Draft an empathetic reply that follows refund policy.

Language‑Aligned Replies for Global Support

No puedo iniciar sesión con SSO después de cambiar mi contraseña.(Spanish)

Reply in Spanish using the English KB and draft an accurate, on-brand response for the customer.

Enterprise‑Grade Security for AI‑Powered Support

SOC 2 Type II certified infrastructure aligned with enterprise security standards.
GDPR‑aligned data handling to support privacy and data protection requirements.
Role‑based access controls so AI Copilot follows agent permissions.
Encrypted data in transit and at rest for secure communication and storage.
Human‑in‑the‑loop design, where agents review every AI Copilot suggestion before sending.

Frequently Asked Questions

Does Copilot hallucinate?

It’s grounded to your approved docs; replies cite sources for quick verification.

Can agents override drafts?

Yes—agents always review & edit before sending.

Does AI Copilot support multilingual customer support?

Yes. AI Copilot can translate incoming messages and draft replies in multiple languages. You can set default languages per queue, while continuing to use a single primary knowledge base for consistent global support.

How is AI Copilot different from chatbots or automated replies?

AI Copilot assists agents instead of responding directly to customers. It provides suggestions inside the agent workspace, ensuring every response is reviewed and approved by a human before being sent.

Can AI Copilot help create knowledge base articles?

Yes. Agents can turn high‑quality replies into draft knowledge base articles, helping teams close documentation gaps and improve self‑service content over time.

Does AI Copilot work with BoldDesk AI Actions?

Yes. Administrators can allow specific AI Actions, such as refunds or account updates, with role‑based controls to ensure secure and approved execution.

Is BoldDesk AI Copilot secure for customer data?

Yes. BoldDesk AI Copilot follows enterprise‑grade security standards and supports compliance with GDPR and SOC requirements. AI suggestions are generated within your configured access controls and data policies.

What’s the difference between AI Copilot, AI Assistant, and AI Agent?

AI Copilot (for customer support teams):
AI Copilot helps support agents draft replies, summarize help desk tickets, translate conversations, and reference knowledge base content. Agents always review and send the final response.
AI Assistant:
AI Assistant is a general term for AI‑powered tools that help users with tasks or answers. Features and decision control vary by platform.
AI Agent:
AI Agents automate customer support actions by responding to tickets, handling conversations, or triggering workflows based on rules, permissions, and approvals.