Using generative AI to expand and enhance help center content

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<p id="docs-hc-snippet" style="display: none;">Text expansion helps you quickly and efficiently create expanded content for articles and content blocks. You can write short notes or bullet points, then use the Expand tool to elaborate and turn them into a complete paragraph.</p>
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<p id="docs-ai-summary-content">Use generative AI to enhance your help center content by expanding, simplifying, or changing the tone of your text. You can turn brief notes into full paragraphs, make content clearer, or adjust the tone to be more friendly or formal. This feature helps you create content that aligns with your brand's voice and improves readability without needing to follow complex steps.</p>
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<div class="p">Zendesk offers several AI-powered features that help you create content quickly and
effectively. These features use generative AI powered by OpenAI’s Enterprise GPT to provide
the following options when creating content:
<ul class="ul" id="topic_ncb_d14_lz__ul_mxj_ndp_cbc">
<li class="li">
<strong class="ph b">Expand</strong>: Adds additional language to the selected content.</li>
<li class="li">
<strong class="ph b">Simplify</strong>: Simplifies the selected content to be clearer and more concise.</li>
<li class="li">
<strong class="ph b">Make more friendly</strong>: Changes the tone of selected content so that it sounds more
conversational.</li>
<li class="li">
<strong class="ph b">Make more formal</strong>: Changes the tone of selected content so that it sounds more
professional.</li>
</ul>
</div>
<div class="p">This article contains the following topics:
<ul class="ul" id="topic_ncb_d14_lz__ul_gq5_vdp_cbc">
<li class="li"><a class="xref" href="#topic_rkw_zdp_cbc">Expanding content you're
writing</a></li>
<li class="li"><a class="xref" href="#topic_kz4_12p_cbc">Changing the tone of content you're
writing</a></li>
<li class="li"><a class="xref" href="#topic_fgj_b2p_cbc">Simplifying help center
content</a></li>
</ul>
</div>
<div class="p">Related articles:
<ul class="ul" id="topic_ncb_d14_lz__ul_ykv_zfc_dbc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10394259637402" target="_blank">Turning the generative AI writing tools for
Knowledge off or on</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_rkw_zdp_cbc">
<h2 class="title topictitle2" id="ariaid-title2">Expanding content you're writing</h2>
<div class="body">
<p class="p">Text expansion helps you quickly and efficiently create expanded content for articles and
content blocks. You can write short notes or bullet points, then use the Expand tool to
elaborate and turn them into a complete paragraph.</p>
<p class="p">For example, you can type the following brief bulleted list and then use this feature to
expand it into sentences:</p>
<p class="p"><em class="ph i">Writing tips</em></p>
<ul class="ul" id="topic_rkw_zdp_cbc__ul_ihm_bfp_cbc">
<li class="li"><em class="ph i">Clarity</em></li>
<li class="li"><em class="ph i">Accuracy</em></li>
</ul>
<p class="p">When you select this list and click the
<strong class="ph b">Enhance writing</strong>
icon (
<img class="image" id="topic_rkw_zdp_cbc__image_jhm_bfp_cbc" src="https://support.zendesk.com/hc/article_attachments/7856671888794">), then select
<strong class="ph b">Expand</strong>, the following expanded suggestion
appears:</p>
<p class="p"><em class="ph i">When it comes to writing, there are several important tips to keep in mind:</em></p>
<ul class="ul" id="topic_rkw_zdp_cbc__ul_khm_bfp_cbc">
<li class="li">
<em class="ph i">Clarity:</em>
It is crucial to ensure that your writing is clear and easy to
understand. This can be achieved by using simple and concise language, avoiding jargon or
technical terms that may confuse the reader. Additionally, organizing your thoughts and
ideas in a logical manner can also enhance clarity.</li>
<li class="li">
<em class="ph i">Accuracy:</em>
Accuracy is another key aspect of good writing. It is important to
ensure that the information you provide is correct and factual. This can be achieved by
conducting thorough research and double-checking your sources. Additionally, proofreading
your work for any grammatical or spelling errors is essential to maintain accuracy.</li>
</ul>
<div class="p">
<strong class="ph b">To expand content you're writing</strong><ol class="ol" id="topic_rkw_zdp_cbc__ol_khs_zfp_cbc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_dzz_4wn_s2c" target="_blank">help center</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>: <ul class="ul" id="topic_rkw_zdp_cbc__ul_wtf_1gp_cbc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839258778" target="_blank">Create a new article or edit an
existing article</a></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832857754" target="_blank">Create a new content block</a>
or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5517016948762" target="_blank">edit an existing content
block</a>
</li>
</ul>
</li>
<li class="li">Select the text you want to expand.</li>
<li class="li">Click the
<strong class="ph b">Enhance writing</strong>
icon (
<img class="image" id="topic_rkw_zdp_cbc__image_qnr_lgp_cbc" src="https://support.zendesk.com/hc/article_attachments/7856626921370">) then select
<strong class="ph b">Expand</strong>.
<p class="p"><img class="image img-screenshot" height="216" id="topic_rkw_zdp_cbc__image_rnr_lgp_cbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-ai-expand-menu.png" width="268"></p>

The system uses AI to generate additional text that expands the selected
content.
<p class="p"><img class="image img-screenshot" id="topic_rkw_zdp_cbc__image_snr_lgp_cbc" src="https://support.zendesk.com/hc/article_attachments/7856626920474" width="600"></p>
</li>
<li class="li">Read through the expanded text to verify that it says what you want to say. If you
want the system to generate a different response, click
<strong class="ph b">Try again</strong>. You can
generate up to five responses without losing any of your previous suggestions. Click the
arrow icons in the upper right of the text area to scroll through all responses until
you find the one you want to use.
<p class="p"><img class="image img-screenshot" id="topic_rkw_zdp_cbc__image_yzj_rgp_cbc" src="https://support.zendesk.com/hc/article_attachments/7856626919450" width="600"></p>
</li>
<li class="li">When you find the expanded suggestion in your article or content block, click
<strong class="ph b">Replace selection</strong> to replace the original text in your article or content block
with the expanded text.
<p class="p">If you do not want to use any of the responses, click
<strong class="ph b">Cancel</strong>
to return to your content without changing the original text.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_kz4_12p_cbc">
<h2 class="title topictitle2" id="ariaid-title3">Changing the tone of content you're writing</h2>
<div class="body">
<p class="p">You can change the tone of content that you’re writing to make it either more
conversational or more professional, depending on the tone dictated by your company’s
brand.</p>
<p class="p">For example, say an agent types: “We will do our best to assist you.”</p>
<ul class="ul" id="topic_kz4_12p_cbc__ul_p5p_whp_cbc">
<li class="li">The
<strong class="ph b">Make more friendly</strong>
option might change this text to: “We’re here to
help!”</li>
<li class="li">The
<strong class="ph b">Make more formal</strong>
option might change this text to: “Please do not hesitate to
reach out if you require any further assistance."</li>
</ul>
<p class="p"><strong class="ph b">To change the tone of content</strong></p>
<ol class="ol" id="topic_kz4_12p_cbc__ol_zg3_zhp_cbc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_dzz_4wn_s2c" target="_blank">help center</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>: <ul class="ul" id="topic_kz4_12p_cbc__ul_ajz_jjp_cbc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839258778" target="_blank">Create a new article or edit an
existing article</a></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832857754" target="_blank">Create a new content block</a>
or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5517016948762" target="_blank">edit an existing content
block</a>
</li>
</ul>
</li>
<li class="li">Select the text you want to change the tone for.</li>
<li class="li">Click the
<strong class="ph b">Enhance writing</strong>
icon (
<img class="image" id="topic_kz4_12p_cbc__image_dhr_njp_cbc" src="https://support.zendesk.com/hc/article_attachments/7856626921370">) and select one of the following options:
<ul class="ul" id="topic_kz4_12p_cbc__ul_x5z_njp_cbc">
<li class="li">
<strong class="ph b">Make more friendly</strong>: Changes the tone to be more conversational.</li>
<li class="li">
<strong class="ph b">Make more formal</strong>: Changes the tone to be more professional.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_kz4_12p_cbc__image_slc_gkp_cbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-ai-make-more-friendly-menu.png" width="250"></p>
<p class="p">The system
uses AI to update the text so that the tone is either more conversational or more
professional.</p>
<p class="p"><img class="image img-screenshot" id="topic_kz4_12p_cbc__image_mgh_kkp_cbc" src="https://support.zendesk.com/hc/article_attachments/7856626921114" width="500"></p>
</li>
<li class="li">Read through the updated text to verify that it says what you want to say. If you want
the system to generate a different response, click
<strong class="ph b">Try again</strong>.
<p class="p">You can generate
up to five responses without losing any of your previous suggestions. Click the arrow
icons in the upper right of the text box area to scroll through all responses until you
find the one you want to use.</p>
<p class="p"><img class="image img-screenshot" id="topic_kz4_12p_cbc__image_sz3_4kp_cbc" src="https://support.zendesk.com/hc/article_attachments/7856626920218" width="500"></p>
<p class="p">When you find
the expanded suggestion in your article or content block, click
<strong class="ph b">Replace selection</strong> to replace the original text in your article or content block with the suggested
text.</p>
<p class="p">If you do not want to use any of the responses, click
<strong class="ph b">Cancel</strong>
to
return to your content without changing the original text</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_fgj_b2p_cbc">
<h2 class="title topictitle2" id="ariaid-title4">Simplifying help center content</h2>
<div class="body">
<p class="p">You can simplify the content that you’re writing to make it clearer, more concise, and easier
to read. Simplified content is helpful when you are creating instructional, troubleshooting,
or other technical content, as it removes excessive wordiness, buzz words, and unnecessary
adjectives that can get in the way of user comprehension.</p>
<div class="p">
<strong class="ph b">To simplify content you're writing</strong><ol class="ol" id="topic_fgj_b2p_cbc__ol_gf2_vkp_cbc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_dzz_4wn_s2c" target="_blank">help center</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>: <ul class="ul" id="topic_fgj_b2p_cbc__ul_hh2_wkp_cbc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839258778" target="_blank">Create a new article or edit an
existing article</a></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832857754" target="_blank">Create a new content block</a>
or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5517016948762" target="_blank">edit an existing content
block</a>
</li>
</ul>
</li>
<li class="li">Select the text you want to simplify.</li>
<li class="li">Click the
<strong class="ph b">Enhance writing</strong>
icon (
<img class="image" id="topic_fgj_b2p_cbc__image_mbl_xkp_cbc" src="https://support.zendesk.com/hc/article_attachments/7856626921370">) then select
<strong class="ph b">Simplify</strong>.
<p class="p"><img class="image img-screenshot" height="182" id="topic_fgj_b2p_cbc__image_q5d_ykp_cbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-ai-simplify-menu.png" width="219"></p>
<p class="p">The system uses AI to generate new text that simplifies the selected
content.</p>
</li>
<li class="li">Read through the simplified text to verify that it says what you want to say. If you
want the system to generate a different response, click
<strong class="ph b">Try again</strong>.
<p class="p">You can
generate up to five responses without losing any of your previous suggestions. Click
the arrow icons in the upper right of the text area to scroll through all responses
until you find the one you want to use.</p>
<p class="p"><img class="image img-screenshot" id="topic_fgj_b2p_cbc__image_ykr_clp_cbc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/guide-simplify-example-retry.png" width="500"></p>
<p class="p">When you
find the simplified suggestion in your article or content block, click
<strong class="ph b">Replace
selection</strong> to replace the original text in your article or content block with the
expanded text.</p>
<p class="p">If you do not want to use any of the responses, click
<strong class="ph b">Cancel</strong>
to return to your content without changing the original text.</p>
</li>
</ol>
</div>
</div>
</div>
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