Turning on the tone of voice generative AI feature

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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 and also allows auto assist to adapt its suggestions accordingly. Additionally, tone of voice helps keep your agents’ responses consistent, which can improve brand perception and the end-user experience.

This article contains the following topics:

• About tone of voice
• Turning on tone of voice

Related articles:

• Enhancing ticket comments using generative AI

About tone of voice

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

When Tone of voice is turned on, the Rewrite in your tone option is added to the enhanced writing tools menu in the Agent Workspace. Additionally, auto assist adapts its suggestions to match an ongoing conversation.

Note: OpenAI will not use your data to train its models or improve its services. For more information about how your data is protected, see Zendesk AI Data Use Information.

Turning on tone of voice

Tone of voice is turned on by default. Admins can turn this feature on or off in Admin Center.

If you turn off the enhance writing feature, you can still turn on Tone of voice. However, when agents use the Tone of voice option it won't rephrase their comments.

To turn tone of voice on or off

1. In Admin Center, click AI in the sidebar, then select Agent copilot > Writing tools.
2. Select or deselect Tone of voice.

   

3. Click Save.