When speaking with the agent, the responses are sometimes overly informal and unprofessional, using words such as ‘innit’ or analogies like ‘trying to cook without breaking a few eggs’.
Thank you for your feedback
You’re absolutely right. We want the agent’s tone to strike the right balance between being conversational and staying professional. We’re updating the agent’s tone to avoid overly casual terms.
If there are any other specific examples that stood out or any preferred tone you’d like us to match, let me know – happy to fine-tune it further to fit your expectations?
I would like the tone to be conversation while still being formal. I take a relaxed approach when communicating with customers. But I still want to be professional.
Okay that makes complete sense. Do you mind if you send examples of agent response with different tones and styles. And you let me know which would be in line with what you expected. 
1 Like