Humans have limited context windows: Professional Service Firms Please Embrace AI To Help My Parents.

As my parents get older I see the world increasingly through their eyes and I get increasingly frustrated by the wasted time and errors from different individuals in different professional services that could easily be solved by using AI.

People complain about LLM context windows - but seriously look at the one possessed by humans....this is what compounds errors. It's like a game of pass along whsispers but the sad thing is it's not a game and leads to real errors in health and finances.

My parents are well educated - my Dad is a Doctor and softly spoken, my Mum received an MBE for leadership in community services and I see them treated poorly and innacurately by different firms tanding from financial, legal to property to medical and dental. They are not the type that ask repeatedly and complain which is why they get overlooked and neglected. Let's look at some examples.

SOLICITOR FOR WILL: My parents have been trying to get changes for 1 year, they have communicated numerous times to the solicitor and made the changes, they attended recently and the secretary then printed out a different will and asked them to sign and this document has the WRONG address written on it and still the old items to change. It's negligent and wasteful. Why on earth is someone retyping and copying and creating new errors. This is so stupid, and they then give a long document to sign printed out which they expect my parents to read and check when they made mistakes. Why is there no AI summary? Why is there no tool made by the firm to summarise just the key points and verify there is no factual error. It's painful to see and when dealing with the KYC document interaction from solicitors its outright hostile.

ESTATE AGENT FOR PROPERTY: We currently have issues with a firm managing a rental property when dealing with long emails from different parts of the firm (letting sales dept vs letting management) regarding a previous tenant damage and deposit claim and it's frustrating. Why do we receive long documents with catch-me clauses and hidden elements and then the management part of the firm tries to overcharge for repairs for which we may not be able to get any money back, and the sales part is not making propgress. There should be simple summaries and a contextual record on the Estate agent side ingesting and summarising ALL the emails sent - else we have to deal with the person who just reads the latest email and doesn't know anything of the full context problem of the situation. It would be very easy to have an LLM summary of any customer issue and case continually summarised and would yield a much more helpful and capable human who can actually help. Disconnected humans that lack context and communicate with each other just compound the problem.

DOCTORS FOR CARE: My Dad has several health issues and takes anticoagulants which need to be managed very carefully and the frustration is each dept (e.g Dermatology, GP, Vascular, Gastro) only looks at "their" issue and there is no continual context recorded which shows the whole picture. It's constantly relying on the memory of the patient and when they try to explain the attending doctor may be impatient and talk over them and then ignore important elements. My mum is very assertive so there's a difference in care when she attends for my Dad vs him alone. Why is this? There should be a patient co-pilot continual summary of what has happened and what is happening - if the attending Doctor could easily see a summary and then also any advice they give should be checked to ensure it's not contrary to what is needed. Luckily we have very good family medical contacts and I have also sourced private online specialists for advice but it's so complex and doesn't need to be like this. Simple continuous summaries and guidance can be helpful.

In summary capturing the FULL context on an ongoing basis for your customers and making it easy for them means a better experience for your customers/patients and your team as well, as no-one wants to do a "bad" job.

If you gave your customer access to such a co-pilot to deal with your firm which provided an ongoing accountable summary their experience and results would be transformed. Humans working in firms unfortunately lack context and don't look at the full customer record (if there is one) often data is not captured and stored from conversations, calls and emails so please look at creating your own customer co-pilots, tools and solutions , you can do this for less than the cost of a salary and you can probably claim it back on R&D.

Let's start making things better please for all our parents everywhere ????

Aalok Y Shukla: Full Time Son and Co-founder at www.Implementai.io