We'd like an ability to control Swifty's tone of voice, most specifically in its opening, to make it a little more friendly and avoid being judgemental.

The instruction and closing part of Swifty's messages are clearly derived from our knowledge base content and works well, but in a test we saw it open for example with something like "We're disappointed to hear you'd like to cancel your services".

That's not something phrased anywhere in our content obviously, but nonetheless it chose to open its reply in a manner that can be seen as judgemental and unfriendly.