AI Summary can sometimes generate inaccurate information when summarising chat conversations. This requires teammates to spend additional time reviewing, correcting and rewriting the summary before it can be saved as interaction notes.
Teammate review will remain an important part of the process; however, improving the following behaviours would reduce review and editing time while improving the accuracy of the initial summary:
- Maintain chronological order: Keep customer queries, discussion topics and actions in the order they occurred during the conversation.
- Exclude sensitive information: Do not include bank account details in the generated summary.
- Maintain correct attribution: Do not change which party provided information or made a statement. Information provided by the customer should remain attributed to the customer, and information provided by the teammate should remain attributed to the teammate, even if an alternative attribution appears more logical.
Desired outcome: A more accurate first-draft summary that requires fewer corrections from teammates while maintaining the requirement for human review.