Enhancing ticket comments using generative AI

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Writing tools, which are part of agent copilot, can help you improve the content of your ticket comments in different ways:

• Expand: Rephrases the content of your comment with additional language.
• Simplify: Rephrases the content of your comment to be more concise and focus on the main idea.
• Rewrite in your tone: Rephrases the content of your comment based on past interactions between you and an end user in a specific ticket conversation.
• Make more friendly: Changes the tone of your comment so that it sounds more conversational.
• Make more formal: Changes the tone of your comment so that it sounds more professional.
• Write a custom prompt: Changes your comment based on the custom instructions you enter that enhance or adjust the text.

The enhance writing and tone of voice features, which include the writing tools described above, are turned on by default. Unless your admin has made changes, then you’ll have access to these tools in the Agent Workspace.

Enhance writing (0:56)

This article contains the following topics:

• Expanding a comment you're composing
• Simplifying a comment you're composing
• Rewriting a comment you're composing in your tone
• Changing the tone of a comment you're composing
• Writing a custom prompt to adjust your comment

Related articles:

• Turning on the enhance writing generative AI feature
• Turning on the tone of voice generative AI feature

Expanding a comment you're composing

You can use the expand feature in the composer to save time while responding to an end user with a public comment, or to a colleague with an internal note.

For example, say you initially type the following comment:

• "Sorry to hear, products are checked so damage happened in shipping. Replacement model sent urgently with different company. Gift included in package."

The Expand option might change this text to:

• "Hello Customer, I’m sorry to learn about the issue. The products are inspected, so the damage occurred during shipping. A replacement model is being sent out promptly via a different company. A gift will also be included in the package."

To expand a comment

1. In the composer, type the main ideas of your reply.
2. Select the text you want to expand on. If you don’t select any text, the entire reply is expanded on.
3. Click the Enhance writing icon () and select Expand.

   

   The system uses AI to generate additional text that fleshes out the reply.

   

4. Read through the expanded text to verify that it says what you want to say.

   You can press cmd + z to return to the previous version if needed.

5. Click Submit to update the ticket with the expanded reply.

Simplifying a comment you’re composing

You can use the simplify feature in the composer to rewrite your comment in a more concise manner by using fewer words and focusing on the main idea.

For example, say you initially type the following comment:

• “Thank you for reaching out to our support department regarding your password reset request. First and foremost, let me assure you that your security is our top priority. We truly appreciate your patience and the opportunity to assist you with this matter. I understand how important it is to regain access to your account, and I am here to guide you through the password reset process step by step.”

The Simplify option might change this text to:

• “Thanks for contacting support about your password reset. Your security is very important to us. We appreciate your patience and are ready to help. I know how crucial it is to access your account, and I will guide you through the password reset process.”

To simplify a comment

1. In the composer, type your reply.
2. Select the text you want to simplify. If you don’t select any text, the entire reply is simplified.
3. Click the Enhance writing icon () and select Simplify.

   

   The system uses AI to generate more concise text.

   

   Read through the simplified text to verify that it says what you want to say.

   You can press cmd + z to return to the previous version if needed.

4. Click Submit to update the ticket with the simplified reply.

Rewriting a comment you're composing in your tone

You can rewrite your comment so that it’s consistent with your overall writing style and conversational tone. Your writing style and tone are based on previous messages in your conversation with an end user. Rewriting a comment in your tone helps keep the language in your responses consistent.

For example, say you have the following conversation with an end user:

• [End user] "Hi! I received my order yesterday, but it was missing a few items. Can you help me with this?“

  [Your response] "Hello! :) I'm really sorry to hear that some items were missing from your order. I'd love to help you sort this out! Could you please provide me with your order number?"

  [End user] "Of course! My order number is #123456.”

  [Your response] “I'll check what happened in system and come back”

The Rewrite in your tone option might change the text of your latest response to:

• “I’ll look into what happened in the system and get back to you! :)”

To rewrite a comment in your tone

1. In the composer, type your reply.
2. Select the text you want to rewrite in your tone. If you don’t select any text, the tone of the entire reply is changed.
3. Click the Enhance writing icon () and select Rewrite in your tone.

   

   The system uses AI to rewrite the text based on previous messages in the conversation.

4. Read through the rewritten text to verify that it says what you want to say.

   You can press cmd + z to return to the previous version if needed.

5. Click Submit to update the ticket with the rewritten reply.

Changing the tone of a comment you're composing

You can change the tone of your comment to make it either more conversational or more professional, depending on the tone dictated by your company’s brand.

For example, say you type: “We will do our best to assist you.”

• The Make more friendly option might change this text to: “We're excited to help you out and will do our very best to assist you!”
• The Make more formal option might change this text to: “We shall make every effort to provide you with the assistance you require.”

To change the tone of a comment

1. In the composer, type your reply.
2. Select the text you want to change the tone for. If you don’t select any text, the tone of the entire reply is changed.
3. Click the Enhance writing icon () and select one of the following options:
   • Make more friendly: Changes the tone to be more conversational.
   • Make more formal: Changes the tone to be more professional.

     

     The system uses AI to update the text so that the tone is either more conversational or more professional.
4. Read through the updated text to verify that it says what you want to say.

   You can press cmd + z to return to the previous version if needed.

5. Click Submit to update the ticket with the updated reply.

Writing a custom prompt to adjust your comment

You can enter a custom prompt to rewrite or adjust your comment in the composer. For example, you may want to write custom prompts that fix grammar, reformat your text with bullet points, or customize the tone. Your custom prompts can also combine multiple requests, such as reformatting the comment and fixing the grammar.

While the custom prompt option is open ended, it only accepts prompts that are relevant to enhancing the quality of your text. Custom prompts can't help you learn more about the context of a ticket.

For example, say you initially type the following comment:

• “Due to security reasons, your password has been resetted and must to be change before you can able to access your account again, please follow the link we sended to your email for do this.”

If you enter a custom prompt that says “Fix grammar”, the text of your response may be changed to:

• Due to security reasons, your password has been reset and must be changed before you can access your account again. Please follow the link we sent to your email to do this."

To adjust your comment with a custom prompt

1. In the composer, type your reply.
2. Select the text you want to adjust. If you don’t select any text, the entire reply may be adjusted.
3. Click the Enhance writing icon ().
4. In the text box, enter your custom prompt. You can enter a prompt with multiple instructions.

   

   The system uses AI to update the text based on your prompt.

5. Read through the updated text to verify that it’s adjusted correctly.

   

   You can press cmd + z to return to the previous version if needed.

6. Click Submit to update the ticket with the adjusted reply.