> 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.

As a customer of many companies who has also worked in call centers, I can't tell you how frustrating it is when I, as a customer, have to call back and the person I speak with has no record or an insufficient record of my last call. This has required me to repeat myself, resend emails, and wait all over again.

It was equally frustrating when I, as a call center worker, had to ask the custmer to tell me what should already have been noted. This has required me to apologize and to do someone else's work in addition to my own.

Summarizing calls is not a waste, it's just good business.