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Thank you for attending our webinar about the AI Copilot in BoldDesk. We hope Vadivel helped you understand how it can help you and your team improve your support workflow.
If you missed the session or would like to review part of it, the webinar recording has been posted to our YouTube channel and is embedded below.
Time stamps
- [00:00] Welcome and session overview
- [01:00] Why support teams still struggle today
- [03:40] Poll: biggest challenges for support agents
- [04:10] Why agent assist matters
- [06:10] Introducing BoldDesk AI Copilot
- [07:20] Enabling AI Copilot and feature overview
- [09:10] Configuring knowledge sources (KB, Q&A, webpages, files)
- [14:50] Granting AI Copilot access to agents
- [15:30] Using AI Copilot in tickets
- [17:05] Refining responses: rephrase, expand, shorten, grammar
- [18:30] Preview response and real-time quality checks
- [19:45] Multilingual translation for global support
- [21:00] Ticket summarization and shift handoffs
- [22:05] Creating custom AI prompts
- [23:00] Using AI Copilot in live chat
- [24:10] AI-powered email suggestions for new tickets
- [25:35] AI-assisted knowledge base creation and optimization
- [27:50] Introducing AI Actions for workflow automation
- [28:45] Demo: automating order changes and updates
- [33:05] Performance analytics and AI Copilot reporting
- [36:40] Takeaways and next steps
The challenge: why support teams struggle today
Modern support teams face increasing pressure from growing ticket volumes, multiple support channels, and rising customer expectations. Agents are often required to switch among tickets, knowledge bases, internal tools, and external systems to resolve a single issue. This constant context switching slows response times, increases error rates, and contributes to agent fatigue. Inconsistent access to the right information at the right moment further impacts response quality and compliance.
The solution: AI agent assistance
The BoldDesk AI Copilot is designed to address these challenges by embedding intelligence directly into the agent workflow.
Rather than replacing agents, the AI Copilot supports them by drafting grounded responses, summarizing conversations, translating messages, and enforcing consistent, policy-aligned communication.
Enabling and configuring the AI Copilot
The process begins by enabling AI Copilot within BoldDesk and selecting which assistive capabilities agents can access.
These include response generation, ticket summarization, content enhancement, multilingual translation, and knowledge base assistance.
Once enabled, the AI Copilot becomes available directly inside ticket and chat workflows.
Providing accurate context through data sources
To ensure responses remain accurate and reliable, the AI Copilot is configured using multiple data sources. Support teams can connect knowledge base articles, internal Q&A entries, public webpages, and uploaded documents such as PDFs or Word files. By grounding responses in these sources, the AI Copilot delivers consistent answers that align with organizational policies and approved information.
Assisting agents during live tickets and chats
Within tickets and chats, the AI Copilot helps agents draft responses using ticket context and connected knowledge.
Agents can refine replies by rephrasing, expanding, or shortening them, and by correcting grammar before sending responses to customers.
Built-in response previews act as real-time quality checks, highlighting missing information and suggesting improvements.
Supporting global and shift-based teams
The AI Copilot also supports multilingual interactions by translating incoming messages and outgoing replies, enabling communication across languages.
Conversation summaries allow agents taking over tickets during shift changes to quickly understand customer intent, sentiment, and next steps without reviewing long message histories.
Automating workflows with AI Actions
Beyond response assistance, BoldDesk AI Actions extend automation into real back-end workflows.
By connecting the AI Copilot to APIs and internal systems, agents can perform tasks such as updating orders, validating eligibility, modifying customer details, or retrieving product information without leaving the ticket interface.
This reduces manual checks, eliminates system hopping, and significantly lowers handle time.
Improving knowledge with AI-assisted content
The AI Copilot also supports knowledge management by helping teams create, summarize, and optimize knowledge base articles.
Agents can generate structured articles using AI, refine content for clarity, and apply SEO optimization to improve discoverability.
Customers benefit from faster self-service through AI-generated answers and concise article summaries.
Measuring performance and closing gaps
Support leaders gain visibility into AI usage through built-in analytics. Metrics for Copilot usage, unanswered questions, and conversation history highlight adoption trends and knowledge gaps. These insights help teams continuously improve accuracy, expand knowledge coverage, and refine automation strategies.
Faster, more consistent support
By combining the AI Copilot and AI Actions, BoldDesk enables support teams to scale efficiently while maintaining accuracy, consistency, and legal compliance.
Agents spend less time on repetitive tasks and more time solving customer problems, resulting in higher first contact resolution rates, lower handle time, and a better experience for both agents and customers.
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