AI bots are at their best when the conversation flows naturally and no message seems out of place.
That’s why it’s so important to be able to change how AI bot talks and sounds – to both match the tone of voice of both your brand and behave like your customer service team.
Zendesk’s customization can be very limited, and their tone especially is limited to ‘personas’ that have been pre-established by Zendesk. But we know that companies want a real voice.
In this post we’ll cover how to do just that. By the end, you’ll be able to customize eesel AI for your Zendesk like a pro – so its conversations flow naturally and are super helpful for your users.
Customize your AI’s tone of voice and provide it with instructions
We’ve made customizing the tone of your AI bots easy as can be.
- Navigate to the AI bot that is connected to your Zendesk.
2. Select the customize tab on the sidebar.
- Describe the tone you’d like your bot to have when responding to questions.
- Describe what you’d like the bot to do if it can’t answer a question. For example, direct someone to the customer support team.
This description will be what the bot uses to respond on all Destinations for that bot – so make sure you’ve got the right one! There’s a 2,000 character limit (contact us if you need more), but there’s plenty of room for you to describe the way the bot sounds and how it responds.
AI chat appearance
We know how much time, energy, and money has gone into creating the perfect website that suits your branding. If you’ve trained your AI chat bubble over your Zendesk tickets or help center, you can adjust how it appears on your site. Just follow these steps:
- Navigate to the AI bot that is connected to your Zendesk.
2. Select the Destination you want to customize the appearance of, like your chat bubble or public chat link.
3. Adjust the title, welcome message, colour, or bot image.
If there are any extra changes you’d like to make, please contact us at it@eesel.app.
Set up AI actions for Zendesk to change how your AI behaves
AI actions are actions the AI can take like email collection, human escalation and calling APIs. These are more involved processes that can really level up your AI, but require us to configure things from our end.
We’d love to help you set up some of these more advanced customization options, so please contact us at it@eesel.app so we can get you set up straight away!
