Can I add any specific voice or tone requirements to AI agents?

Question

How do I control how an AI agent responds to questions? Can I control the formality when using AI to write content?

Answer

Yes, for AI agents, you can set the tone or voice, such as friendly, formal, enthusiastic within the admin center when publishing the bot. For more information, see the article: Customizing the persona, tone of voice, and pronoun formality for an advanced AI agent.

For AI-assisted article editing through copilot, you can choose to make content more friendly or more formal depending on your needs.

Copilot supports communication guidelines. This expanded functionality lets admins define detailed writing instructions covering:

General communication principles

Formatting

Tone and voice

Length and formality

Structure

Greetings and closings

Writing style and wording

When communication guidelines are enabled and defined, auto assist and rewrite in your tone follow these rules while adapting to the ticket context. If there is a conflict between inferred style from the conversation and the defined guidelines, the guidelines take priority.

If communication guidelines are enabled but no rules are defined, the tools rely on the ticket conversation only. If disabled, rewrite in your tone is unavailable and auto assist will not follow any predefined rules.