> agents were previously spending 3-5 minutes after each call writing manual summaries of the calls
Why were they doing this at all? It may not be what is happening in this specific case but a lot of the AI business cases I've seen are good automations of useless things. Which makes sense because if you're automating a report that no one reads the quality of the output is not a problem and it doesn't matter if the AI gets things wrong.
In operations optimization there's a saying to not go about automating waste, cut it out instead. A lot of AI I suspect is being used to paper over wasteful organization of labor. Which is fine if it turns out we just aren't able to do those optimizations anyway.