I think one of the most interesting phrases that crops up in this document - twice - is the phrase ‘feel heard’.

It’s used in an example developer prompt for a customer service bot, where the bot is told to make customers feel like their complaints are heard.

Presumably such complaints in AI chatlogs will ‘be heard’ in the sense that they’ll be run through a data ingestion pipeline and sentiment analyzed to identify trending words in customer complaints.

Then it crops up again in the context of how the chatbot should react to mental health disclosures or statements about self harm or suicidal ideation. In these cases the bot is to make sure users ‘feel heard’

I appreciate there’s not likely much of a better goal to put in place for such a situation, but the fact that this kind of thing winds up in the requirement documents for a tool like this is extraordinary.