Welcome to the future of AI in customer support! We’re excited to announce BoldDesk’s latest AI updates for Fall 2024, designed to deliver an even smoother and more efficient user experience.
BoldDesk is determined to improve the way companies engage and support their customers. Our AI-driven tools now better complement your support strategies, making it easier than ever to deliver timely, personalized service and thrive in a dynamic and competitive marketplace.
In this blog, we’ll look at these AI additions and how they can streamline your customer support.
Existing AI features in BoldDesk: A brief overview
2023 witnessed a rush in AI adoption across industries, and BoldDesk didn’t miss a beat. We strategically integrated AI features into our platform to give our customers a competitive edge.
AI Assistance
Our approach merges the best of human expertise with the speed and accuracy of AI.
Here’s an overview of the AI features that were introduced in BoldDesk:
- Ticket summarization: This feature offers concise summaries of customer interactions, allowing agents to focus on resolutions rather than reading every communication.
- Error-free communication: Rephrase and grammar-check tools ensure agents craft professional and grammatically correct responses.
- Multilingual support: Agents can break down language barriers with instant translation capabilities, allowing communication with global customers.
- Knowledge base efficiency: This feature summarizes long articles in a knowledge base, saving users time and effort.
- SEO-optimized knowledge base: This feature suggests search-engine-optimized titles and meta descriptions for knowledge base articles, boosting organic traffic.
AI Copilot for Agents
The AI copilot analyzes conversations and suggests relevant knowledge base articles, allowing agents to provide immediate and informed responses, significantly improving chat resolution times.
Prewritten responses or templates are automatically suggested based on customer questions, promoting faster response times and consistent communication.
Fall 2024 Key AI updates
The following artificial intelligence features have recently been added to BoldDesk.
Ticket triage with AI
The AI auto-triage feature learns from past interactions to suggest ticket field values for new tickets.It automatically populates fields like category, priority, or even custom fields based on keywords and past data.
This frees up your agents to focus on resolving customer issues efficiently.
AI automation
We’ve harnessed the power of AI to automate repeated ticket-related actions to improve agent productivity. For example, you can set triggers to automatically route incoming tickets to specific agents based on their specialty or designated workload.
AI assistant for admins
We’ve added AI features to facilitate easy setup and seamless administration. Whether you’re configuring new settings or seeking guidance on optimizing the platform, this smart assistant provides instant answers to your questions.
Enhanced access control for AI features
Managers can control which team members have access to AI features in BoldDesk. With new permissions added to the roles and permissions module, administrators have full control over who can leverage these advanced features.
Smart article auto-replies
Enhance your customer self-service with our new feature that sends AI-recommended articles directly in email notifications. Customers can find answers to questions and experience swift issue resolution—all without reaching out to an agent.
Categorize and review the AI copilot’s unanswered questions
The unanswered questions by AI page lists queries that the BoldDesk AI copilot could not answer. Administrators can sort these questions into categories to get an overview of the performance of the AI tool, identify trends, and guide further action.
Along with the unresolved questions, this page provides data on how many times similar questions have been asked.
This information can help you prioritize which knowledge base articles to improve or add, making it a richer resource not only for the AI copilot but also for support agents and customers.
Boost the AI copilot’s intelligence with custom responses
To reduce the number of unanswered questions, users have the ability to create custom answers as an additional data source for the AI copilot.
Whether it’s expected customer inquiries or topics the AI struggles to explain, you now can equip the AI with relevant, predefined answers, guaranteeing faster, more accurate responses.
This feature allows you to take customer support to the next level by delivering accurate and context-specific assistance every time.
Evaluate the accuracy of the AI-generated responses
To further improve the accuracy of the AI copilot, we’ve introduced a feature that allows agents to provide feedback on the quality and usefulness of the generated responses. Your team can fine-tune the system results for more accurate answers in the future.
Empower your agents with the Ask AI feature
The Ask AI feature allows agents to ask questions on any page within the agent portal and receive precise answers drawn directly from your documentation. This internal support empowers teams to resolve customer issues faster and more confidently, boosting both efficiency and customer satisfaction.
Easily generate KB articles using AI
Unlock the power of effortless content creation with this AI feature. By simply specifying the desired topic, the AI tool helps you produce detailed, accurate, and professional knowledge base articles that are tailored to your needs.
AI is revolutionizing customer service—and BoldDesk is leading the way
With rapid technological advancement and increasing customer expectations, the role of artificial intelligence is becoming more prominent across industries.
These latest updates are a testament to our commitment to harnessing the power of AI to drive efficiency, enhance productivity, and elevate the customer experience.
We aim to help your team achieve more with less effort, allowing you to focus on what truly matters—delivering exceptional service to meet your customers’ ever-changing needs.
Ready to elevate your customer service game? Contact us today to start a free trial or schedule a live demo. Discover how BoldDesk‘s AI-powered tools can transform the way you support your customers. Let’s unlock your full potential together!
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