Agent keeps apologising in customer emails
The recap email agent opens with 'Apologies for the delay' even when there was no delay. The instructions say nothing about apologies. Where does this come from and how do I stop it?
Models default to it. A positive rule works better than a ban: 'open with the decision made on the call'. Give it an opening to use and it stops inventing one.
Same thing happened after our model switch. The examples fix it faster than the rule.
'Open with the decision' fixed it in one run. Thanks both.