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Generative AI EAP for Voice - Exclude verification info from summaries
Posted May 08, 2024
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
We'd like to be able to encourage the summarization to ignore information relating to account verification. We require agents to verify a customer's name, address, and the last four digits of their SSN for regulatory and compliance reasons. Sometimes, the summarization feature will include that information in the summary, which we'd rather avoid.
What problem do you see this solving? (1-2 sentences)
Reduces effort to redact information, prevents potential data leakage, improves summaries to include the most important information from the conversation.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This happened at least one in the ~4 hours since enabling this feature. In the case of a short phone call, we anticipate that his will happen more frequently. Our guess is is that because the summary wants to have four bullet points, it's grasping at straws to add the remaining points on a short call.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
We're redacting this information as it appears.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Ideally, we could influence the prompt that Zendesk is using to have Open AI summarize the transcription. Something like “summarize this information, but do not include any social security numbers, addresses, or other PII shared by the customer" would work. That could just be a checkbox that changes the prompt—we don't necessarily need to customize this ourselves.
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2 comments
Official
Sean Chuang
Hello,
Thank you for your feedback. We will put this on our backlog for future consideration.
Sean
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Shawna James
Thank you for taking the time to provide us with your feedback for this EAP. This has been logged for our PM team to review. For others who may be interested in this, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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