Yeah Maybe that's fair in the current world we live in.

But the solution isn't to use AI instead of not trusting the agents / customer service rep because their performance is graded on how quickly they can start talking to next

The solution is to change the economics in the way that the workers are incentivized to write good summaries, maybe paying them more and not grading them in such a way will help.

I am imagining some company saying AI is good enough because they themselves are using the wrong grading technique and AI is best option in that. SO in that sense, AI just benchmarked maxxed in that if that makes sense. Man, I am not even kidding but I sometimes wonder how economies of scale can work so functionally different from common sense. Like it doesn't make sense at this point.