Summarise Customer Call

Summarise customer call

Customer-call notes are gold: feature requests, churn signals, expansion opportunities, commitments. Every call should produce a structured entry in 2 minutes flat.

When this skill fires

• Founder shares a transcript or hand-written notes from a customer call
• A meeting note lands in the inbox with kind:customer-call-raw
• Customer-success agent is asked to "debrief" a call

The shape

1. Read the source completely (transcript / notes / audio summary)
2. Identify the org — match to existing wiki/orgs/?entity_type=client entry; create if new
3. Capture structured fields:
   • title, org_slug, primary_contact, attendees, duration_min, sentiment, next_call_due
4. Write the body in this shape:

## Summary

[2-3 sentence executive summary]

## What's working

- [specific positive signal — name the feature, name the impact]

## What's NOT working

- [specific friction — name the issue, name the workaround they tried]

## Asks

- [explicit feature request or commercial ask, with priority you'd assign]

## Commitments made

- [explicit "I/we will..." statements from our side, with deadlines]

## Next call: <date>

5. Save to wiki/research/<date>-<org-slug>-<topic>.md with kind:customer-call
6. Fire extract-commitments skill on the new entry
7. Update org sentiment in wiki/orgs/<slug>/entity.md if it shifted
8. Flag boss if anything urgent surfaced (churn signal, escalation, etc.)

Voice rules

• Be specific about features (name them) and people (name them)
• Quote the customer where their phrasing matters
• Don't paper over negatives — "they're frustrated with X" beats "they had some questions about X"

Anti-patterns

• Generic summary ("they liked the product overall") — useless
• Stripping out customer-quote details to "save space"
• Skipping the commitments section because "I'll remember"
• Forgetting to update the org's sentiment when it noticeably shifted