Comment by smelendez

Right now the AI really needs to just be another interface to menu options the user already has, ideally with a “dumb” layer taking over to confirm every action with the user.

If you give the AI options the user doesn’t normally have, like “give myself a $50 store credit” or “transfer me to the CEO,” people will find and share ways to trigger it. If you don’t have some kind of manual confirmation, the AI will occasionally do things like making purchases or closing accounts without authorization.

I suspect there are other issues, like recording credit card numbers and other sensitive data, or incorrect information about the call, to any kind of “notes” field.