AI drafts can sound generic and corporate. Here's the playbook our customers use to get drafts that sound like their best agent on her best day.
Most teams worry about the same thing the first week they enable AI replies: that the model will turn their warm, opinionated voice into something flat and corporate. The good news is that voice is engineerable. The better news is it takes about an hour to set up.
Tickki accepts a single Markdown file we call the voice doc. Three sections — what your brand sounds like, what it never sounds like, and ten or so example exchanges — is enough for the model to anchor on.
Don't write generic guidance. "Be helpful and friendly" tells the model nothing. Specifics like "we never apologise for things that aren't our fault" or "we always end refund replies with the exact refund amount and ETA" are gold.
Inside the workspace settings you'll find an evals tab. Run the default 30-conversation eval after you save your voice doc. The score tells you how often the AI's draft matches what your top agent would have written. If you're under 80%, your voice doc needs more examples.
Every AI draft has a thumbs-up / thumbs-down. Encourage your team to use them. Within a week we'll have enough labelled data to fine-tune a small model that's specific to your workspace, on top of the foundation model. That second model is where the real voice lives.
For the first 30 days, leave human approval on. Your team will catch the model's failure modes and you'll harvest the corrections — every edit becomes training data. Most teams turn off mandatory approval somewhere between day 14 and day 21, when the override rate drops below 5%.
The teams who skip this and turn on autopilot from day one are the teams who post awkward screenshots on Twitter.
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