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HubSpot's handoff summary (what its AI customer agent writes when it passes a ticket to a person) promises a sharp headline, a brief reason, a concise recap and clear unresolved issues. The words I could not get past: "sharp, brief, concise, clear, those are subjective words, folks, and the only way you're gonna learn to trust these is by actually seeing it and doing it and probably teaching the AI system as you go, teaching your customer agent how to build these out."
And the real question when someone has an hour-long conversation with customer agent: "do I want a concise recap?" Which is why "we have to choose between concise, brief, or comprehensive."
Decide which of those three you want before you judge a summary.
The next step