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Best practices for using instructions and custom tone of voice to influence advanced AI agent responses



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Erin O'Callaghan

Zendesk Documentation Team

Edited Feb 11, 2025


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1 comment

I created instructions similar to Good Practices, but they aren't effective in other languages and only work for exact matches with the words in the description. If a customer describes a similar issue using different words, the instructions fail.

Initially, I was thrilled since this was a long-awaited feature, but it hasn't met expectations. The number of instructions is limited to just 40, which is insufficient. Additionally, the character limit is only 400, making it difficult to provide meaningful descriptions.

In practice, it’s inefficient—I have to revise the description multiple times, and even then, it only maybe addresses one case correctly. Quite disappointed.

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