Building Problem Intelligence

From Conversation Summaries to Problem Intelligence

I needed to implement conversation summaries while designing an AI agent-assist product. Before designing the feature, I asked why agents needed a summary in the first place. After a call, the agent leaves a conversation record. The summary is one part of it. The next agent needs to know what the customer said and what was done. Managers need a way to review interactions and manage customer and support operations. A short paragraph can be useful to read, but it can be hard to tell at a glance what situation the customer was in, what they requested, and how the agent handled it. I considered separating the record into three fields.