Announcing auto assist integration with tone of voice

Announced on | Rollout starts | Rollout ends
May 13, 2025 | May 12, 2025 | May 13, 2025

As part of the Copilot add-on, Zendesk is expanding the tone of voice capabilities to auto assist. With this release, auto assist textual suggestions will now better reflect the tone and writing style of the conversation.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Tone of voice, our generative AI writing tool, is being expanded to auto assist.

This enhancement allows auto assist to analyze the ticket context, such as tone, language, greetings, closings, signatures, writing style, word choice, topic and urgency. Auto assist then adapts its suggestions to match the ongoing conversation. By aligning with the right tone and style, it reduces the need for agent edits to the auto assist textual suggestion, increases acceptance rates, and improves overall productivity.

Why is Zendesk making this change?

Zendesk is making this change based on your feedback that when agents edit an auto assist suggestion, most of the edits are minor and related to tone, writing style, greetings, closures, and signatures.

By integrating tone of voice with auto assist, agents will receive suggestions that are not only relevant, but also aligned with the expected communication guidelines. Additionally, agents can reduce their time spent manually editing auto assist suggestions, maintain consistency, and deliver a more natural customer experience.

What do I need to do?

All auto assist suggestions are automatically adapted to match the tone, context, and writing style of a ticket conversation because tone of voice is turned on by default. If you've turned off tone of voice, see Turning on the tone of voice generative AI feature.