For more control over your Fin AI Agent customer experience, you can now choose the formality of pronouns used in Fin's replies.
Fin's pronoun formality
We recommend using the pronoun formality setting if your language has an explicit distinction between formal and informal pronouns.
Go to Settings > AI & Automation > Fin AI Agent and open on the Pronoun formality section.
You'll see the following options:
Let Fin decide (default)
Informal
Formal
Select the pronoun formality you'd like Fin to use and then click Save changes.
Once the setting is saved, it will be live immediately for Fin and you'll see the change reflected in the Messenger preview for chat.
The example below illustrates Fin's answer in German to the question "Hey, ich kann mich nicht mehr in mein Konto einloggen. Was jetzt?” (translation to English: "Hey, I can't log into my account anymore. What now?"):
Let Fin decide
With this setting enabled, Fin automatically chooses the pronoun formality for you. Fin tends to follow the same language style as the person it's speaking to. For example, if the person uses the informal "tu" in French, Fin responds with informal pronouns. If the person uses the formal "Sie" in German, Fin responds with formal pronouns.
Note:
While this makes pronoun formality more consistent, we can't guarantee that it will always use the correct pronouns as the underlying technology is non-deterministic and can sometimes deviate from instructions.
The pronoun formality setting does not apply to English. We recommend using this setting if your language has an explicit distinction between formal and informal pronouns.
The scope of pronoun formality setting is not only limited to the AI generated answer but also the rest of Fin’s replies - e.g. “Did that help?”, “Is that what you were looking for?”
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