Trackops leverages AI technology through Amazon Web Services (AWS) to summarize one or more case updates into a concise summary which can be used for updating clients, summarizing activity for reports, or other use cases. Summaries can significantly speed up analysis of ongoing or completed investigations and may assist in generating report content or other useful information.

Data Privacy and Service Availability

Data Privacy

The data used to generate a summary is sandboxed and cannot be used by AWS or other third parties for any purpose outside of your intended use case. This means that data is not used or shared with machine learning technologies, AI development, or any other parties. Furthermore, submitted data is encrypted at rest and immediately deleted after summary generation is complete.

Service Availability

Note: AI technologies through Trackops are not currently available in our Canadian Deployment due to regulatory requirements. Trackops will offer AI services via our Canadian Deployment once the required models become available through AWS.

By using AI technologies within Trackops, you are agreeing to the Trackops Responsible AI Policy, which is incorporated into our Terms of Service. Trackops reserves the right to disable or remove AI capabilities from customers who abuse these services.

Generating an AI Summary From Case Updates

Important: Before generating a summary, it is important to note that updates will be summarized in order of the Activity Date associated with each update. Before generating a summary, verify that the updates are in an appropriate chronological order and represent the actual dates of service.

Tip: For the best summarization, It is best practice to generate new case update for each date of service. If you must create a single update that covers multiple dates of service, you should set the activity date to the first date of service.

To get started, head over to a case and click the Updates tab. Assuming there are existing case updates posted to the case, click the Generate Summary link in the top right.

Select the case updates you wish to summarize by checking the boxes next to each update. If you have a large number of case updates, you can optionally filter the list by Access Group and/or Case Update Category to narrow down the choices.

Once you've made your selection, click Generate Summary to initiate the summarization process. Summarization is usually very quick, but can take time depending on the amount of updates and the length of the content to be summarized.

Once the process is complete, you will be redirected to a new case update with the summarized content included. From here, you can review the summary and make any necessary changes edits before saving the update.

Re-Using Existing Summaries

If you've already generated a summary and need to recover it or re-use it for another case update, you can do this from the new case update screen.

To reuse a summary, click the New Update button to load the new case update screen, then click the Find Summary button in the top right. From here, select the summary you wish to use by clicking the Use button next to the summary title. From here, the content will be imported into to the new update and is ready for editing or saving.

Troubleshooting Summary Generation

The Generate Summary link does not exist on the Updates tab of the case.

If the link to generate a summary does not appear on the case update screen, it means one of three things:

You do not have permission to create new case updates. The ability to create new case updates is required to generate case summaries.
Summary generation is not currently available for your region. Currently, we cannot offer AI services in our Canadian data center.
There are no case updates on the case. Summary generation can only take place after one or more case updates has been posted to a case.

The generated summary reads: "The generated text has been blocked by our content filters."

In some situations the cloud provider may reject the submitted content based on internal content filters that are out of our control. This usually takes place when the provider believes the submitted content is malicious, spammy, or otherwise violates their content generation policies. These are false positives, and while they are out of our control, there are several workarounds that can yield success:

Wait a few minutes and try to submit the summary generation request again. Content filters are largely dependent on the path AI chooses to take when generating a summary, and sometimes simply re-generating the summary again will allow AI to take a different path and yield a successful result.
Summarize less content at once. For example, if you are attempting to summarize four days of activity, try summarizing day 1 and 2 in one batch, and day 3 and 4 in the second batch. Then, if necessary, you can attempt a third summarization that consists of the summaries generated from day 1/2 and day 3/4.
Break up long case updates into multiple updates. Sometimes AI will treat very long updates or blocks of text differently than shorter more concise blocks of text. If you have very long updates, consider breaking them into smaller updates. For example, if you have a single update that recaps an entire investigation, try breaking it up into a case update for each day of activity (Day 1, Day 2, Day 3, etc...). Using more updates with less text in each update may yield better results.
Edit your case update(s) and remove questionable content. If summarization always fails when including a specific update, try editing that update and re-wording it to better suit AI. You may consider Using AI to Enhance Update Content (see section regarding AI text enhancement in this article) to reword or re-structure the content in a way that AI can more easily digest.