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Using AI agent personas to add personality to AI-generated responses (Legacy)



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Aimee Spanier

Zendesk Documentation Team

Edited Feb 03, 2025


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Hi! Will it be possible in the future to make your own behavior with prompts? Is that already planned?

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Will the ton shift change based on the customer?  For example, if you choose playful but a customer shows that they are "angry" what type of response would they get?

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Mike DR

Zendesk Customer Care

Hi Stefan!
 
Kindly wait for an update from our product managers about the upcoming features!

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Gin Atkins

Zendesk Product Manager

Hi Jim,
The tone won't shift based on the customer - this feature is about representing brand voice in communications. We have on our roadmap to investigate how sentiment may impact tone though, but this isn't something we're looking at in the next 6 months or so.

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Gin Atkins

Zendesk Product Manager

Hi Stefan,
Can you give me more context on what you're thinking about - what do you mean make your own behaviour with prompts?

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Is there any company that is using the personas so we can see what the responses look like?

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