BoldDesk has released AI 2.0, a major update to its help desk platform that introduces virtual agents, expanded channel deployment, and Model Context Protocol (MCP) integration.
The update adds a Virtual Agent for Tickets that automates ticket assignment and response generation across email, chat, social media, WhatsApp, and SMS. Human agents retain oversight, with the ability to review, edit, and approve AI-generated replies before they are sent. A dedicated Email AI Agent can classify and respond to incoming support emails automatically.
BoldDesk also introduced an MCP Server that connects the platform to AI tools including Claude, ChatGPT, and GitHub Copilot, enabling them to create, update, and manage tickets through structured API calls. Additional AI Copilot improvements include a Thank You Detector for identifying appreciation messages, more granular field prediction controls filtered by brand and source, and enhanced sentiment detection that updates based on the latest customer comment.