| Add-on | Copilot |
The tone of voice feature, which is part of agent copilot, automatically improves the content of agent comments by adapting their responses to the tone and writing style of a conversation.
Tone of voice analyzes certain variables in a ticket conversation, such as greetings, closures and signatures, and rewrites agent responses based on this context. This helps agents better adapt their responses to the tone of the conversation. Additionally, tone of voice helps keep your agents’ responses consistent, which can improve brand perception and the end-user experience.
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About tone of voice
Currently, the tone of voice feature is available for any languages supported by OpenAI and works on any channel within Agent Workspace.
Tone of voice rephrases the content of an agent's public comments so that their responses adapt to the overall writing style and tone of a conversation. The system rewrites text based on past interactions between the end user and agent by analyzing certain conversation variables within a specific ticket. Some of the conversation variables that the system analyzes include:
- Overall tone and language
- Greetings, closures and signatures
- Writing style and language complexity (for example, length and format)
- Use of specific words/eponyms and special characters
- Ticket conversation sentiment, topic, criticality and urgency
Turning on tone of voice
To turn tone of voice on or off
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Agent copilot. - Under Writing tools, select or deselect Tone of voice.
- Click Save.
4 comments
Scott Tynan
This would be even better if we could upload a copy of our corporate tone of voice document, so that the model writes in that tone, rather than taking the lead from the existing conversation. That would be far more powerful to us as it would make the customer experience far more consistent.
It would also be helpful if it could be used across all other areas of zendesk like the knowledge base.
2
Pedro Cerqueira
Hi Scott Tynan ,
Thanks for the feedback!
As a next step, we're looking into how to allow admins to customize their tone and writing style to follow your communication guidelines.
Pedro Cerqueira
Senior Product Manager - ML/AI
3
Krzysztof Możdżeń
Hi!
While it works great in English, I’ve noticed that when translation is enabled, the rewritten responses are generated in the translated language instead of remaining in English.
I would like to know if there is a way to control the output language or disable automatic translation for AI-generated responses. As an agent, I want to ensure I fully understand the messages I send to customers before they are translated.
Could you confirm if this is possible? If not, are there any planned updates that would allow agents to manage the language settings for this feature?
Related to Announcing-the-tone-of-voice-generative-AI-writing-tool
1
Pedro Cerqueira
Hi Krzysztof Możdżeń
Can you please open a ticket with the steps so we can try to replicate it?
Thanks!
Pedro Cerqueira
Senior Product Manager - ML/AI
1