AI Copilot for Zendesk by Macha

AI Brand Tone Control in Zendesk

One of the biggest risks of using AI in customer support is tone drift.
Different agents, different prompts, and different situations can lead to replies that feel inconsistent, off-brand, or even inappropriate.
Macha AI Copilot gives Zendesk teams explicit control over brand tone, ensuring AI-generated replies sound the way your company intends — every time.

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Defined brand voice

Set how AI should sound across all Zendesk replies.

Consistent tone at scale

Every agent follows the same communication style.

Agent-approved responses

AI suggests replies, agents stay in control.

Customers notice inconsistency immediately

Inconsistent tone creates confusion and reduces trust, especially when customers interact with multiple agents.
Common problems teams face without tone control:
- replies feel too casual or too formal
- empathy varies by agent
- wording changes between languages
- escalation messages sound robotic
- brand personality gets diluted over time
When AI is introduced without guidance, these issues often become more visible — not less.

Tone is defined, not guessed

Macha AI Copilot uses structured guidance to ensure replies match your desired tone.
Teams can define tone guidelines such as:
- friendly and conversational
- professional and concise
- formal and compliance-focused
- calm and empathetic
- direct and action-oriented
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These tone settings apply consistently across tickets, agents, and supported languages.
The AI doesn’t improvise — it follows your direction.

One brand voice, everywhere

Brand tone control is especially important for teams that:
- have multiple agents handling the same customers
- operate across regions and time zones
- support customers in multiple languages
- rotate tickets between teams
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With Macha, every agent starts from the same tone foundation, ensuring customers receive consistent communication regardless of who responds.

Brand-safe replies

AI-generated responses follow your defined tone guidelines

Reduced tone drift

eliminate inconsistency caused by different agents and prompts

Multi-language consistency

maintain the same brand voice across translated replies

Agent confidence

agents trust AI suggestions because tone is predictable

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“We have been using Macha AI and are super satisfied. Accessing the app is super integrated in Zendesk itself and with a few keywords a customer message can be written in no time at all. We had to contact the team with a question and our request was implemented within a few hours”

Johannes Lenz

Customer Support Lead

6+

Languages Served

5 mins

Time Saved Per Ticket

AI Copilot for Zendesk by Macha

AI Brand Tone Control in Zendesk

6+

5 mins

Built For Trust.Designed For Privacy.

Built For Trust.
Designed For Privacy.