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Correcting the tone

Use this feature when the system provides the correct information but uses the wrong way of speaking. You need it if the answers are too cold, too long, or use language that is not suitable for your customers.

How it works

Tone is the style glacom.AI uses to respond. If you sell legal consulting, you cannot use a colloquial tone: if you sell clothes for teenagers, you cannot be too formal.

Example: if a customer asks for the opening hours and the system responds "The institute is operational from 09:00 to 18:00" but you would prefer "Hi! We are waiting for you from 9 to 18", you need to intervene on the tone.

What you need to do

To change the style of the responses, you must act on the Personalization section. Write clear instructions on how you want the system to address the user.

Here are some examples of instructions that work: 1. "Be concise: respond in a maximum of two sentences." 2. "Use a professional and formal tone, use the formal 'Lei' with the customer." 3. "Be friendly and use simple language, avoid technical terms." 4. "Always respond enthusiastically and use some emojis."

If you notice that the system uses the wrong language or improper terms, specify clearly: "Respond exclusively in Italian".

What glacom® does

The system updates the communication guidelines and applies the new style to all future conversations.

Limits

The system cannot change the tone of a response already sent to the customer. The change only affects subsequent responses. If the tone is correct but the information is wrong, do not change the personalization: instead, you must check Knowledge or Add what is missing.

Frequent problems

  • The system ignores the tone instructions? → Check that you haven't entered conflicting instructions in the personalization.
  • The responses became too short? → Modify the instruction by asking to be more descriptive.
  • The tone changes mid-conversation? → Check Recurring errors to see if there are interferences with other settings.

From the app

You can modify the personalization instructions and the tone of voice directly from the app.