In order to get the most out of the fine tuning instructions for performing summarizations, please read this guide to help write and troubleshoot the instructions that you can give to the Artificial Intelligence (AI). Please follow the guidelines below in order to maximize the effectiveness of the fine tuning.
General Recommendations
- Be as specific as possible, with clear, concise directions.. If there’s something specific that needs to be included in the summarization, be sure to mention it in detail. Example: When you wish to exclude sensitive information, explicitly state what type of information is sensitive. This will minimize the possibility of the AI adding information you do not wish to be public.
- When you wish to implement specific formatting or have more complex instructions, be sure to include a simple example and tell the AI to follow it. Please see the example below:
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- Include the customer name, phone number, and address in the summary. State the purpose of the call and its resolution. Follow the formatting shown in the example below:
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Customer Address: 123 Main St, Atlanta, Georgia, 34567
Customer Phone Number: 555-123-4567
Customer Name: John Doe
Purpose: Customer complained that the work hours are too long
Resolution: Agent forwarded complaints to the respective manager
- Provide additional context (e.g. something internal to your company) if it’s needed to handle any of your other instructions
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- In particular, specify the industry and the nature of the conversation, where possible, to prepare the AI for the type of content to expect.
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Troubleshooting
Whenever possible, please avoid any of the actions described below, to promote optimum efficiency:
- Ask the AI about the current state of things or to perform computations or other functions. The AI only knows what it's been trained on, and has no knowledge about the current state of things. It cannot, on its own, obtain more information, for example, get the current time.
- Ask the AI to do too many things at the same time. The simpler the instructions, the more likely they are to be followed properly.
- Tell the AI to NOT do something, if possible. Alternatively, we recommend formulating the instruction in a positive way. For example, instead of “Don’t include customer name in the summary”, use “Replace customer name with REDACTED”.
Use Cases
Inefficient Fine Tuning Instructions
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"Treat the client as the patient"
To avoid ambiguity, use “Replace occurrences of ‘client’ with ‘patient’” -
“Add timestamp at the end of the summary”
AI does not have access to the current state of the system, so it can’t tell the time and may provide an inaccurate answer. -
“Don’t include customer name in the summary”
We recommend making requests in the positive, rather than the negative (E.g. ”do”,instead of “don’t”). Instead, use “Replace customer name with REDACTED”. -
“Add customer name and ID number”
To avoid ambiguity, , use “Specify the customer name and ID number at the start of the summary”. -
“Specify whether the customer's issue was resolved or not”
Use this prompt to get a better idea on whether the issue was resolved or not.
Recommended Fine Tuning Instructions
- Use separate sections to specify the purpose of the call, the steps taken to solve the issue, and the final resolution.
- Change any references of "Client" to "Patient".
- Don't include any credit card information.
- Ensure sensitive data like customer name, address, SSN, and others, are anonymized.
- The summary should have a maximum of 45 words.
Important Note: The AI relies on the STT transcription to do the summarization. If the STT was not able to transcribe a portion of the conversation, the summarization will not include any information from that portion.