{"id":"cx-chat-transcript-ticket-note-fields","audience":"customer-support","category":"support-work","technique":"grounding","track":"support","level":"intermediate","title":"Summarize a chat into a ticket note without personal data","free":false,"task":"Summarize the chat as an internal ticket note with exactly four lines starting \"Issue:\", \"Tried:\", \"Result:\" and \"Next:\". Leave out greetings, the customer's phone number and the card digits. Plain text, under 70 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"CHAT TRANSCRIPT (Nov 6) between agent Lia and customer Omar Reyes\nOmar: Hi! My invoice PDF won't download. Spinning wheel forever.\nLia: Hello Omar, thanks for chatting. What browser are you on?\nOmar: Safari on my Mac. Order card ends 4821, phone 555-0198 if you need to call.\nLia: Thanks. Let's try allowing pop-ups for our site in Safari settings.\nOmar: Done. Still spinning.\nLia: Please clear the cache for the site.\nOmar: Did it. Still the same. Chrome works though.\nLia: Good to know, so it seems Safari-specific. I'll open a ticket for our web team. Expect an email within 1 business day.\nOmar: Great, thanks. I'll use Chrome until then.\nLia: Perfect. Have a great day!\n\nNotes: the web team is Dev's group. The ticket number will be assigned after saving.","rules":[{"type":"plainText"},{"type":"maxWords","max":70}],"mistakes":[{"title":"Including personal data","why":"The transcript has a phone number and card digits.","fix":"Add: \"Leave out the phone number and card digits.\"","checks":["r2"]},{"title":"Missing the steps tried","why":"The AI writes only the issue and the outcome.","fix":"Say: \"Tried: both steps. Result: Chrome works.\"","checks":["r1"]},{"title":"Free-form summary","why":"The AI writes a narrative.","fix":"Name the four labels.","checks":["r0"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]},{"label":"Names the labels","patterns":["issue:","tried:","result:","next:"]},{"label":"Bans personal data","patterns":["phone","card digits","personal"]}],"hint":"Ticket notes should be structured and free of personal data. Name the four lines, the facts to include and what to leave out.","rubricLabels":["The output is exactly four lines starting Issue:, Tried:, Result: and Next:","Issue says the invoice PDF will not download in Safari, Tried lists allowing pop-ups and clearing the cache, and Result says it still failed in Safari but works in Chrome","Next says the web team ticket is opened with an email follow-up within 1 business day, and nothing includes the phone number, the card digits or greetings"]}