Breeze Customer Agent Talking in 3rd Person

[phtaylor15]

Hi everyone,

Wanted to share an interesting issue we observed with our Breeze customer agent yesterday (conversation exchange attached). 

Has anyone else seen behavior from their AI-bot where the responses are referring to your company as if it isn't associated to the co/brand? Putting myself in the seat of the customer/visitor, it would feel pretty strange to have a conversation with an Agent that is disassociating itself from the company it is providing support on behalf of. 
(Tone for the bot was set to 'friendly') 

Any suggestions, tips, tricks? 

[phtaylor15]

1/ Same domain as configured on HubSpot. All of our marketing website is built using HubSpot + external KB is HubSpot as well.  
2/ No brand voice or company language venacular specified in bot response
3/ Only configuration that would be 'custom' is the voice 'friendly' 

[RubenBurdin]

Can you provide additional information regarding the content that this agent is trained on? Is it on the same domain as configured in HubSpot, or does the info come from what might be considered a third-party domain? Is there any other relevant configuration that might be causing this (i.e., differences in brand settings or company name, or maybe other similar things that could cause the bot to mis-identify the company/brand?

[DianaGomez]

Hi @phtaylor15,

Thanks for reaching out to the Community!

That's a great question! To get some additional perspectives, I'm inviting other users to this conversation who might have encountered something similar.

Hey @Lucila-Andimol, @JuanGomez0818, @Gilempert  have you seen anything like this before? Do you have any tips or tricks that might help @phtaylor15  achieve their objective?

Thanks and happy Friday!

Diana