One of the great advantages of language models such as GPT, is that it can easily cover a huge variety of different tones in the language and by that - be more human. In my feeling, this is also one of the main benefits comparing Fin to a classic Chat Bot Model.
However, I feel in the current implementation Intercom lacks way behind, of what could actually be achievable here. Many other GPT based custom bots allow a setting called “Custom base prompt”, which adds a custom user input to the base prompt of the conversation, before the bot answers. This would allow users, to actually custom brand the tone of their Chatbot and match to their brand.
Intercom customers cover a huge range of different industries, corporate scales and end-customer groups, which currently all get addressed the same way, although GPT would actually be able to to this way more personal.
I want to give you an example:
Our customers are graduation students, so Gen-Z individuals. Fin answers very professionally atm, as it would talk with a 60 years old corporate purchaser.
By adding an input field to the Fin Profile like “Set a custom tone of voice for Fin” we as a company could write there: “You are talking with Gen-Z individuals and should use a very relaxed and young communication style. Feel free to build in jokes to your answers, but to not exaggerate. Keep your answers as short as possible.”
… we could adapt the voice tone of Fin to actually work seamlessly with our customers and add a huge benefit, compared to a classic chat bot.
From product perspective there may be a concern of manipulating the Fin answer style too hard via the free text input, so as a variant to the implementation idea on top, I could also imagine selection dropdowns instead of free text input.
Something like:
Communication tone: Professional (Default) | Funny | Rough | Flirty | Poem …
Main Target Audience: 16-24 | 24-38 | 39-50 ...( or millieus, industries, free input, tbd)
etc.
TLDR: Setting to set custom voice tone of Fine to align with brand communication style
