The Problem:
Currently, the "Make more friendly" generative AI tool does not distinguish between Internal Notes and Public Replies. When used on technical internal notes (bulleted lists, system specs), the AI converts the format into a conversational email greeting/body.
Impact on Workflow:
- Loss of Readability: Agents use bullet points for speed. The AI converts these into long-form paragraphs.
- Tone Mismatch: Internal notes require professional brevity; the current tool forces a "customer-facing" warmth that is unnecessary and time-consuming for agents to revert.
- Risk of Data Loss: In the process of rephrasing for "friendliness," specific technical details (like the "Windows 11 Home, version 24H2" in our example) risk being omitted or summarized incorrectly.
Suggested Enhancements:
- Context Detection: The AI should detect if the agent is typing in the "Internal Note" tab and maintain a "Professional/Concise" format rather than an "Email/Friendly" format.
- Format Retention: Add a toggle or instruction to "Maintain Formatting" (e.g., keep bullet points) while adjusting the tone of the text within those bullets.
- Tone Selection: Instead of just "Make more friendly," offer "Professional Polish" or “Summarize for Internal Log.”
