Library › Customer Support & Success AI › Customer success managers

Write a customer incident summary from confirmed facts only

  • For Customer success managers
  • You practice Keeping the AI to your sources
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Write the customer summary in four lines starting "What happened:", "Impact:", "Fixed at:" and "What we are doing:". Use only confirmed facts. Do not state or hint at a cause or who was responsible. Give times as in the notes. Plain text, under 80 words.

Common mistakes when you ask AI for this

  • Repeating internal guesses. The AI mentions the contractor or the 40% figure. Try: Say: "Use only confirmed facts; nothing from the chat."
  • Promising a credit. The AI offers a credit to be helpful. Try: Say: "Do not mention credits."
  • Missing the commitment. The AI leaves out the Nov 12 summary. Try: Say: "Include the written summary by Nov 12."
  • Getting markdown back. AI adds bold and headings by default, which show up as stray symbols where this is pasted. Try: Say "plain text, no bold, no headings, no asterisks".
  • Trusting the AI to count words. The AI runs long and cannot count its own words. Try: Cap each part ("each line under 12 words") and add "under N words in total".
  • Leaving a requirement unstated. The AI follows its own defaults unless the prompt spells this out. Try: State it plainly in your prompt: the output has four lines starting 'What happened:', 'Impact:', 'Fixed at:' and 'What we are doing:'.
  • Leaving a requirement unstated. The AI follows its own defaults unless the prompt spells this out. Try: State it plainly in your prompt: What happened and Impact use the confirmed times (13:05 to 14:20, 75 minutes) and say queued exports were completed by 15:00; Fixed at says 14:20 by rolling back a configuration change.

What a strong prompt includes

  • Names the four labels
  • Confirmed only
  • No cause or blame
  • Caps the length
  • Asks for plain text
  • Sets a word cap

Practice this now ↑

Related exercises