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British tone of voice - AI responses
Posted Jan 30, 2025
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
We noticed that when using AI features like macro suggestions, “expanding” comments and Answer bots, the tone of the responses are very much American, using certain words in their American format. I would like to be able to select the tone in which we are replying.
What problem do you see this solving? (1-2 sentences)
The option to do so would match the tone of our responses, ensure the wording is in the British format, and save time and resources of our agents proof reading amended wording via AI, as it is not saving time doing so.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This happens on a daily basis.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
The agents are proof reading any amended comments, and reviewing how the Answer bots respond via messaging.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Either an option in the comment window to select the tone, a default setting in admin to set the tone to British, or AI recognises the ticket details/forms used and automatically selects the tone accordingly.
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1 comment
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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