Using generative AI to expand and enhance the tone of help center content (EAP)

Note: The features described in this article are currently available in an early access program (EAP). You can sign up for the EAP here. When the EAP ends, these features will be part of the Advanced AI add-on.

Zendesk offers several AI-powered features that help you create content quickly and effectively. These features use generative AI powered by OpenAI’s Enterprise GPT to provide the following options when creating content:

• Expand: Adds additional language to the selected content.
• Make more friendly: Changes the tone of selected content so that it sounds more conversational.
• Make more formal: Changes the tone of selected content so that it sounds more professional.

This article contains the following topics:

• Activating generative AI features
• Expanding help center content
• Changing the tone of content you're writing

Activating generative AI features

Admins can turn on the generative AI features in Admin Center.

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Generative AI.
2. Select Turn on generative AI.

   

3. Click Save.

Expanding content you're writing

Text expansion helps you to quickly and efficiently create expanded content for articles and content blocks. You can write short notes or bullet points, then use the Expand tool to elaborate and turn them into a complete paragraph. 

For example, you can type the following brief bulleted list and then use this feature to expand it into sentences:

Writing tips

• Clarity
• Accuracy

When you select this list and click the Enhance writing icon (), then select Expand, the following expanded suggestion appears:

When it comes to writing, there are several important tips to keep in mind:

• Clarity: It is crucial to ensure that your writing is clear and easy to understand. This can be achieved by using simple and concise language, avoiding jargon or technical terms that may confuse the reader. Additionally, organizing your thoughts and ideas in a logical manner can also enhance clarity.
• Accuracy: Accuracy is another key aspect of good writing. It is important to ensure that the information you provide is correct and factual. This can be achieved by conducting thorough research and double-checking your sources. Additionally, proofreading your work for any grammatical or spelling errors is essential to maintain accuracy.

To expand content you’re writing 

1. In your help center or Guide Admin:
   • Create a new article or edit an existing article
   • Create a new content block or edit an existing content block
2. Select the text you want to expand. 
3. Click the Enhance writing icon () then select Expand.
   The system uses AI to generate additional text that expands the selected content.
   
   
4. Read through the expanded text to verify that it says what you want to say. If you want the system to generate a different response, click Try again.
   You can generate up to five responses without losing any of your previous suggestions. Click the arrow icons in the upper right of the text area to scroll through all responses until you find the one you want to use.
   
   
   
5. When you find the expanded suggestion in your article or content block, click Replace selection to replace the original text in your article or content block with the expanded text.
   If you do not want to use any of the responses, click Cancel to return to your content without changing the original text.

Changing the tone of content you’re writing

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

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

• The Make more friendly option might change this text to: “We’re here to help!”
• The Make more formal option might change this text to: “Please do not hesitate to reach out if you require any further assistance.”

To change the tone of a comment

1. In your help center or Guide Admin:
   • Create a new article or edit an existing article
   • Create a new content block or edit an existing content block
2. Select the text you want to change the tone for. 
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. If you want the system to generate a different response, click Try again.
   
   You can generate up to five responses without losing any of your previous suggestions. Click the arrow icons in the upper right of the text box area to scroll through all responses until you find the one you want to use.
   
   
   When you find the expanded suggestion in your article or content block, click Replace selection to replace the original text in your article or content block with the suggested text.
   If you do not want to use any of the responses, click Cancel to return to your content without changing the original text.

1.