Assist Agent for Customer Support That Helps Agents Reply Faster
When agents spend time searching and rewriting, customers wait longer. BoldDesk Assist Agent supports agents inside the workspace by drafting replies, summarizing conversations, translating messages, and surfacing the right knowledge instantly.
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- Cancel anytime
Trusted by companies of all sizes
What is BoldDesk Assist Agent?
- BoldDesk Assist Agent (formerly AI Copilot) is an AI-powered assistant designed to support customer service agents during live conversations.
- It helps agents create accurate replies, understand long ticket histories, communicate across languages, and quickly find the right knowledge so teams can work more efficiently and improve customer satisfaction.
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 Assist Agent 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.
- No credit card required
Enterprise‑Grade Security for AI‑Powered Support
- SOC 2 Type 2 report aligned with enterprise security standards.
- GDPR-compliant data handling to support privacy and data protection requirements.
- Role‑based access controls so Assist Agent follows agent permissions.
- Encrypted data in transit and at rest for secure communication and storage.
- Human‑in‑the‑loop design, where agents review every Assist Agent suggestion before sending.
- No credit card required
Frequently Asked Questions
Does Assist Agent 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 Assist Agent support multilingual customer support?
Yes. Assist Agent 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 Assist Agent different from chatbots or automated replies?
Assist Agent 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 Assist Agent 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 Assist Agent 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 Assist Agent secure for customer data?
Yes. BoldDesk Assist Agent follows enterprise-grade security standards. BoldDesk has a SOC 2 Type 2 report, is GDPR compliant, and supports HIPAA compliance under a signed Business Associate Agreement (BAA). AI suggestions are generated within your configured access controls and data policies.
What’s the difference between Assist Agent, AI Assistant, and AI Agent?
- Assist Agent (for customer support teams):
Assist Agent 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.
Recent Activities on AI Initiatives
Let AI Do the Heavy Lifting
BoldDesk Assist Agent handles the routine, so your team can focus on impact
- 90% AI Agent Automation
- 100+ Rich Features
- Supports 30+ Languages
- No credit card required
