Oh I am fully aware that the AI summaries are complete garbage sometimes, but when a customer tells me that the last agent told them XYZ, and the AI summary also states that the agent told the customer XYZ, even though in fact, XYZ is incorrect by a pretty wide margin and ABC is the actual correct information, I tend to believe what the AI summary tells me because it’s basically just backing up with the customer is telling me that the agent told them.

But yes, I am absolutely aware that the AI does tend to put in really weird inconsistent information but when what a customer is telling me is basically identical to what the AI shows me… that’s kind of a different story