| Announced on | Rollout on |
| March 11, 2025 | March 11, 2025 |
Zendesk is introducing Tone of Voice, a generative AI writing tool that’s part of agent copilot. Tone of voice is designed to rewrite and adapt agent responses based on the tone, context, and writing style of the ticket conversation. This helps boost agent productivity and ensure communications with customers resonate.
This announcement includes the following topics:
What is changing?
Tone of voice is an addition to the generative AI writing tools included in agent copilot.
When agents select Rewrite in your tone, their responses are rewritten with generative AI so that the text adapts to the appropriate tone and writing style of the conversation. The system analyzes previous interactions between the agent and end user within the current ticket to determine the appropriate tone and writing style. Some of the conversation variables considered by the system include overall tone, language, greetings, closures and signatures.
Note that Expand, Make more friendly, Make more formal, and the generative AI enhance writing tools for the help center are not affected by tone of voice.
Why is Zendesk making this change?
Zendesk is making this change to help your agents maintain a consistent tone of voice as they navigate various interactions. Context switching is a key challenge in busy support environments and this feature helps agents refine their responses based on the conversation’s tone, topic, urgency, and complexity. Misalignment in tone can adversely affect customers’ experience and brand perception.
This first phase of tone of voice aims to streamline this process by giving agents the tools to maintain a consistent tone. Agents can focus on delivering exceptional customer service without the need to make manual adjustments to suggested responses.
Future improvements will include continuously optimizing the current solution based on feedback, integrating tone of voice into other generative AI-powered tools such as auto assist to enhance the agent experience even more, and incorporating admin-level customization options at brand level for enhanced control over the tone, communication guidelines, and writing style.
What do I need to do?
Tone of voice is turned on by default and you’ll have immediate access to these new capabilities. To manage the activation of this feature, see Turning on the tone of voice generative AI writing tool. To use this feature, see Enhancing ticket comments using generative AI.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support
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