AI Summarizer for Customer Agreement Terms
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Solution Overview
Problem
Customers often fail to understand lengthy and complex terms and conditions associated with their accounts, leading to misunderstandings and increased customer support inquiries, as they tend to skim or not read through lengthy legal documents due to information overload.
Innovation Solution
An artificial intelligence-based smart summarizer is trained on sets of terms and conditions, along with customer feedback, to create concise, human-readable summaries that highlight important aspects, which can be sent to customers via various communication channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If complete terms and conditions are provided to customers, then information completeness is improved, but customer understanding deteriorates due to information overload
Solution Approach 1:
The patent segments the complete terms and conditions into two distinct parts: a summarized version containing only material terms presented in plain language, and the full legal document. This segmentation allows customers to receive essential information without being overwhelmed by the complete legal text, thereby maintaining information completeness while improving understandability.
Solution Approach 2:
The patent extracts the material terms from the complete terms and conditions document to create a separate summarized version. This extraction process identifies and isolates the most important provisions that customers need to understand, presenting them in a simplified format while the full document remains available for reference.
2Reliability
If detailed terms and conditions are provided, then legal compliance is improved, but customer support inquiry volume increases due to customer confusion
Solution Approach 1:
The patent segments communication into two layers: a simplified summary for general customer understanding that reduces confusion and support inquiries, and the complete legal document for compliance purposes. This dual-layer approach maintains legal reliability while improving customer support efficiency.
Solution Approach 2:
The summarized material terms act as an intermediary between the complex legal document and the customer. This intermediary translates legal jargon into plain language, helping customers understand their rights and obligations without requiring them to parse the full legal text, thereby reducing support inquiries while maintaining compliance.
Data Source
AI summary
A method of summarizing the terms and conditions of a customer agreement using the artificial intelligence of a computer system that receives a plurality of sets of terms and conditions for customer agreements. The artificial intelligence of the computer system also receives customer feedback on the plurality of sets of terms and conditions. The artificial intelligence trains to become a smart summarizer configured to summarize aspects of the plurality of sets of terms and conditions based on the customer feedback. The smart summarizer receives a new set of terms and conditions for a customer agreement. The smart summarizer creates a summary of the new set of terms and conditions. The smart summarizer outputs the summary in a human-readable format. The summary may be sent to a customer who is subject to the terms and conditions.