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@tiagoarodrigues55 tiagoarodrigues55 changed the title feat: add a notebook to analyse kaizen sessions with llm feat: [KAIZEN] add a notebook to analyse kaizen sessions with llm Mar 6, 2025
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@tiagoarodrigues55 thanks for sharing your code for the analysis! 🚀

From my initial review, it looks like this notebook retrieves session data for specific brains and generates a summary for each session using an Azure deployment of ChatGPT.

A few suggestions for improvement:

  1. Remove Kaizen References
    To keep the notebook customer-agnostic, let’s remove any references to Kaizen. The goal is to provide general guidance on summarizing sessions rather than tying it to a specific use case.
  2. Clarify the Notebook Name
    Consider renaming the notebook to something more descriptive, like generate_session_summary.ipynb, to clearly convey its purpose.
  3. Refine the Notebook Structure
    • Functions should be used only for reusable code. Otherwise, it’s better to keep the logic in separate code blocks with brief descriptions to guide the reader.
    • Instead of defining everything first and calling a single function at the end, structure the notebook so that code runs sequentially in a way that naturally follows the workflow. This will improve readability and make it easier to follow.
  4. Standardize Comments to English
    Ensure that all comments in the notebook are written in English for consistency and accessibility.

Comment on lines +25 to +433
"outputs": [
{
"name": "stdout",
"output_type": "stream",
"text": [
"['16c83a37-d5e2-46a8-a528-173fad3a82c5', '9de5128f-c515-4c97-8b1c-8b9e643b44b0', 'daf015d1-0aa9-4ce5-919f-8ed1efcfe67f', '1a6b282e-fb92-41b5-b789-bda497dafc18', '53d3c5dc-6245-4baf-b94e-aaf1be034d31', '2c90335a-52d2-4135-8e33-697fdb58a6f5', '7b35203f-e052-4ad2-9af7-317cbfab4bab', '14e15e5a-9bce-40f3-b6ad-f8c9f23165e2', '43a60a0d-7d2d-4300-be0b-0ae134b71aaa', '267558be-aeb5-4a6c-b112-6af917b078d7', '4262bd96-e3ee-4709-bbc5-0d80d27e0522', '59450946-6381-4dbe-9178-5f4cb1c91924', '8bf093e5-777d-49f2-b570-857d67e534c2', 'e04995b8-e5cd-40f1-acf0-6ec48231c796', 'c9c8bc27-3451-48aa-9e18-b964497334f6', '36af82c1-4864-4055-8292-3c70bd7de649', '150e523d-e56e-41c5-bf87-f102b8554c6e', 'c8edc8da-a2b2-4906-ab5f-d06aaf1b9116', '4d3f4c71-0c00-4519-8345-12025188f160', '737c0d55-bdd6-483c-9f66-1771b2ce8828', '6586943c-0d02-4448-a705-61f88736d6fe', 'b97226ff-585b-4830-b438-04bcce62994e', 'f4090f0b-6edd-4aa9-957d-89ea35d75ad9', '200aa22d-b255-40d8-a5fc-f0644a2b3c02', 'eae912ee-f871-4b2a-9c74-51db33a1a82c', '7b59c53d-2509-4302-9ae0-ddef9fa153d3', '3d349735-9ad9-4e6f-9006-332e04af591a', '079a8f88-adcb-48db-8252-8076cce46399', '760a49bf-0fa0-4f8a-b59d-173b56a3e680', '6d1b79a9-71eb-4b6d-94c7-9206c3701c59', 'a5e3bd2d-8d94-43d9-bf13-9e80a04086c8', '05291638-f556-470f-9bb0-e91dd7a1e3c8', 'e6fa1461-4e76-4d97-b2c9-fadf20864435', '9094913a-c515-446b-be8f-dc19501bd5e6', '36b996f9-3e4e-43c5-845e-fbe2b8f7be33', 'aa1554ba-4d0e-4d0f-aa55-30e58b3db94d', 'b90d5b2d-7a32-4f0e-8077-47c30c828463', '36441764-a449-44ee-950b-de33c14bffb7', 'ba4f8f09-93ae-4edd-b5b1-ec7536d60505', 'aa420b25-cb6f-4a0a-9bcb-182774d967b4', '3e1aa357-0b83-4b7c-a349-49d6e425dc0e', 'd33d52c0-8900-49a0-977d-9b4e7dfa1830', 'e81e6db5-101e-4a37-9fbf-6fea93783c7a', 'e2c040fd-6e50-466d-9338-af1d81cc26b0', '6e000190-3f4f-4384-bc49-3c8f539e1c9f', '83736f2c-f775-4558-a2bf-5ea6230e6898', '6c2de6b0-be42-4065-8881-5b84f5e83daf', '7e99e3ab-2107-46d9-b536-a9775f5f2be8', '41211e83-b03e-45c7-b1cb-43961f215202', '0290dc7f-1a79-4df7-9afd-21b8a4c249d5']\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 16c83a37-d5e2-46a8-a528-173fad3a82c5\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 9de5128f-c515-4c97-8b1c-8b9e643b44b0\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session daf015d1-0aa9-4ce5-919f-8ed1efcfe67f\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 1a6b282e-fb92-41b5-b789-bda497dafc18\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 53d3c5dc-6245-4baf-b94e-aaf1be034d31\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 2c90335a-52d2-4135-8e33-697fdb58a6f5\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 7b35203f-e052-4ad2-9af7-317cbfab4bab\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 14e15e5a-9bce-40f3-b6ad-f8c9f23165e2\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 43a60a0d-7d2d-4300-be0b-0ae134b71aaa\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 267558be-aeb5-4a6c-b112-6af917b078d7\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 4262bd96-e3ee-4709-bbc5-0d80d27e0522\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 59450946-6381-4dbe-9178-5f4cb1c91924\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 8bf093e5-777d-49f2-b570-857d67e534c2\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session e04995b8-e5cd-40f1-acf0-6ec48231c796\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session c9c8bc27-3451-48aa-9e18-b964497334f6\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 36af82c1-4864-4055-8292-3c70bd7de649\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 150e523d-e56e-41c5-bf87-f102b8554c6e\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session c8edc8da-a2b2-4906-ab5f-d06aaf1b9116\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 4d3f4c71-0c00-4519-8345-12025188f160\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 737c0d55-bdd6-483c-9f66-1771b2ce8828\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 6586943c-0d02-4448-a705-61f88736d6fe\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session b97226ff-585b-4830-b438-04bcce62994e\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session f4090f0b-6edd-4aa9-957d-89ea35d75ad9\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 200aa22d-b255-40d8-a5fc-f0644a2b3c02\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session eae912ee-f871-4b2a-9c74-51db33a1a82c\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 7b59c53d-2509-4302-9ae0-ddef9fa153d3\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 3d349735-9ad9-4e6f-9006-332e04af591a\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 079a8f88-adcb-48db-8252-8076cce46399\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 760a49bf-0fa0-4f8a-b59d-173b56a3e680\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 6d1b79a9-71eb-4b6d-94c7-9206c3701c59\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session a5e3bd2d-8d94-43d9-bf13-9e80a04086c8\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 05291638-f556-470f-9bb0-e91dd7a1e3c8\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session e6fa1461-4e76-4d97-b2c9-fadf20864435\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 9094913a-c515-446b-be8f-dc19501bd5e6\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 36b996f9-3e4e-43c5-845e-fbe2b8f7be33\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session aa1554ba-4d0e-4d0f-aa55-30e58b3db94d\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session b90d5b2d-7a32-4f0e-8077-47c30c828463\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 36441764-a449-44ee-950b-de33c14bffb7\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session ba4f8f09-93ae-4edd-b5b1-ec7536d60505\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session aa420b25-cb6f-4a0a-9bcb-182774d967b4\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 3e1aa357-0b83-4b7c-a349-49d6e425dc0e\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session d33d52c0-8900-49a0-977d-9b4e7dfa1830\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session e81e6db5-101e-4a37-9fbf-6fea93783c7a\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session e2c040fd-6e50-466d-9338-af1d81cc26b0\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 6e000190-3f4f-4384-bc49-3c8f539e1c9f\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 83736f2c-f775-4558-a2bf-5ea6230e6898\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 6c2de6b0-be42-4065-8881-5b84f5e83daf\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 7e99e3ab-2107-46d9-b536-a9775f5f2be8\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 41211e83-b03e-45c7-b1cb-43961f215202\n",
"6a0c6f8b0421442c9623401be4e6db9c\n",
"Calling GPT to get department for session 0290dc7f-1a79-4df7-9afd-21b8a4c249d5\n",
"\n",
"Session ID: 16c83a37-d5e2-46a8-a528-173fad3a82c5\n",
"Summary: The main topic of the conversation is the customer's issue with updating their personal information on Betano. The customer is frustrated because their identity documents and address proof have been repeatedly rejected, preventing them from processing a withdrawal. The final resolution involves the customer being advised to send the necessary documents again, and they express gratitude for the assistance provided.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 9de5128f-c515-4c97-8b1c-8b9e643b44b0\n",
"Summary: The main topic of the conversation is the customer's difficulty in completing the account verification process to enable withdrawals. The customer has already submitted all required documents, including a debit card photo, but is unsure what additional documents to provide under \"other documents.\" Despite the documents being accepted, the customer is unable to withdraw funds totaling $60,000. The bot initially provides steps for adding documents and offers to connect the customer with a human agent. The customer is then connected to an agent named Andrés for further assistance.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: daf015d1-0aa9-4ce5-919f-8ed1efcfe67f\n",
"Summary: The main topic of the conversation is the customer's difficulty in withdrawing money from their Betano account despite having completed all verification steps. The customer's issue is that they are unsure if their account is fully verified or if any documents are missing. The final resolution provided by the bot is that the customer needs to upload a clear copy of the front side of their identity document through the account verification process. The bot also provides a link for document submission and asks the customer to be patient while the documents are reviewed. The conversation ends with the customer closing the chat.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 1a6b282e-fb92-41b5-b789-bda497dafc18\n",
"Summary: **Summary:**\n",
"\n",
"**Main Topic:** Withdrawal issue\n",
"\n",
"**Customer's Issue/Request:** The customer is unable to withdraw money from their Betano account despite having completed the verification process.\n",
"\n",
"**Final Resolution:** The virtual assistant could not resolve the issue and escalated the conversation to a human representative for further assistance.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 53d3c5dc-6245-4baf-b94e-aaf1be034d31\n",
"Summary: The main topic of the conversation is account verification on Betano. The customer inquired whether they need to verify their account to deposit and withdraw funds. The final resolution provided by the virtual assistant was a detailed explanation of the verification process, including the necessary documents (identification and proof of address) and steps to complete the verification. The assistant assured the customer that the team would review the documents and notify them once the account is verified.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 2c90335a-52d2-4135-8e33-697fdb58a6f5\n",
"Summary: The main topic of the customer service conversation is account verification. The customer requested information on how to verify their account. The final resolution provided by the virtual assistant included detailed instructions on the necessary documents (Chilean ID, passport, or residence permit, and proof of address) and the steps to upload these documents through the user's profile. The assistant also advised the customer to wait for the review process if the documents had already been submitted.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 7b35203f-e052-4ad2-9af7-317cbfab4bab\n",
"Summary: The main topic of the conversation is the customer's issue with document verification for account withdrawal. The customer initially believed their account was fully verified but faced difficulties withdrawing funds. The customer service bot attempted to assist but ultimately handed over the case to a human assistant. The customer explained that their document (Cartola) was not accepted because the name was not visible, although other details were. The customer was advised to resubmit the document, ensuring all necessary information is visible. The customer agreed to do so and thanked the assistant.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 14e15e5a-9bce-40f3-b6ad-f8c9f23165e2\n",
"Summary: The main topic of the customer service conversation is account verification on Betano. The customer, Neomar, is having trouble with the verification process because the system only offers the passport method, but he does not have a passport and wants to use his Chilean ID card (carnet) instead. The final resolution provided by the bot is a detailed explanation that Neomar can indeed use his Chilean ID card for verification, along with the necessary steps to upload the required documents. The bot also offers to connect Neomar with an agent if he continues to experience issues.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 43a60a0d-7d2d-4300-be0b-0ae134b71aaa\n",
"Summary: The main topic of the customer service conversation is the customer's difficulty in verifying their account on Betano. The customer has been trying to verify their account for a month but is unable to do so because the system does not accept their address document, although it accepted their identification document. The customer also mentions having money withheld that they need access to. The final resolution provided by the virtual assistant includes detailed instructions on the types of documents required for verification and the steps to upload them. The assistant also offers to connect the customer with a human agent if the problem persists.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 267558be-aeb5-4a6c-b112-6af917b078d7\n",
"Summary: The main topic of the conversation is the customer's account being blocked. The customer is requesting information on when their account will be unblocked. The final resolution is that the virtual assistant escalates the issue to a human agent for further assistance.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 4262bd96-e3ee-4709-bbc5-0d80d27e0522\n",
"Summary: The main topic of the conversation is the customer's issue with account verification and withdrawal requests. The customer, Sergio, has made two withdrawal requests but is facing verification issues. He has already sent the required documents but is unable to complete the process. The customer service bot informs Sergio that his account is fully verified but requires additional verification for his payment method. Sergio needs to upload a photo of his bank book for the new card he registered. The bot provides detailed steps for uploading the necessary documents and advises patience while the documents are reviewed. The final resolution is that Sergio needs to upload the required documents and wait for the verification process to be completed.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 59450946-6381-4dbe-9178-5f4cb1c91924\n",
"Summary: The main topic of the conversation is the customer's issue with document rejection. The customer is trying to understand why their documents were rejected by the system despite following the instructions. The customer requests to speak with an agent for further assistance. The final resolution is that the virtual assistant informs the customer that an agent will be available soon to help resolve the issue.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 8bf093e5-777d-49f2-b570-857d67e534c2\n",
"Summary: **Summary:**\n",
"\n",
"**Main Topic:** Account verification process.\n",
"\n",
"**Customer's Issue/Request:** The customer, Neomar, needs assistance with verifying his account. He initially tried using his expired passport, which was rejected. He now has his Chilean identity card (carnet) and wants to use it for verification but is unable to change the verification method from passport to carnet on the website.\n",
"\n",
"**Final Resolution:** The virtual assistant provided a link for the verification process but couldn't reset the verification method. The customer was then connected to a human agent for further assistance.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: e04995b8-e5cd-40f1-acf0-6ec48231c796\n",
"Summary: The main topic of the conversation is the customer's issue with their Betano account. The customer is experiencing difficulties with uploading documents for account verification, specifically a certification of residence. Despite multiple attempts, the documents are being rejected, which is preventing the customer from withdrawing money and continuing to use their account. The final resolution is that the customer successfully uploads the required document, resolving the issue.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: c9c8bc27-3451-48aa-9e18-b964497334f6\n",
"Summary: **Summary:**\n",
"\n",
"**Main Topic:** Account verification process.\n",
"\n",
"**Customer's Issue/Request:** The customer, Robert, inquired about the status of his account verification, specifically regarding the verification of his Chilean ID and proof of address. He mentioned that he had already submitted the required documents.\n",
"\n",
"**Final Resolution:** The virtual assistant provided detailed instructions on the types of acceptable documents and the steps to upload them. When Robert indicated that he had already submitted the documents and still faced issues, the assistant offered to connect him with a human agent for further assistance.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 36af82c1-4864-4055-8292-3c70bd7de649\n",
"Summary: **Summary:**\n",
"\n",
"**Main Topic:** Account verification process on Betano.\n",
"\n",
"**Customer's Issue/Request:** The customer, Nicandra, received messages to verify her account and needed guidance on how to complete the verification process, including acceptable documents and the timeframe for submission.\n",
"\n",
"**Final Resolution:** The virtual assistant provided detailed instructions on how to upload the necessary documents, confirmed that a 5-month-old mobile plan bill is acceptable as proof of residence, and reassured Nicandra that there is no specific deadline but encouraged prompt action. The customer expressed gratitude and the conversation concluded with an invitation to complete a satisfaction survey.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 150e523d-e56e-41c5-bf87-f102b8554c6e\n",
"Summary: The main topic of the conversation is the customer's request to verify their account in order to receive a welcome bonus. The customer initially had difficulty communicating their issue clearly. Despite the virtual assistant's attempts to understand and assist, it ultimately could not resolve the issue. The conversation concluded with the virtual assistant informing the customer that a human assistant would take over to help with their request.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: c8edc8da-a2b2-4906-ab5f-d06aaf1b9116\n",
"Summary: **Summary:**\n",
"\n",
"**Main Topic:** Withdrawal issue due to missing document.\n",
"\n",
"**Customer's Issue/Request:** The customer, Diosmery, has uploaded her documents which are marked as approved, but she is still unable to withdraw funds. She is unable to provide a photo of her bank book as it is lost.\n",
"\n",
"**Final Resolution:** The virtual assistant advises Diosmery to contact her bank for a new bank book or an alternative document. The assistant offers to connect her with a human agent for further assistance. Diosmery agrees, and the conversation is handed over to an agent for personalized help.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 4d3f4c71-0c00-4519-8345-12025188f160\n",
"Summary: The main topic of the conversation is the customer's issue with account verification on Betano. The customer is asked to provide a bank statement for a card ending in 6794, which they do not possess. They clarify that they usually deposit through a Banco Estado account and withdraw to a Santander account ending in 4710. The final resolution is not explicitly provided in the conversation, but the customer is handed over to a human assistant for further assistance.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 737c0d55-bdd6-483c-9f66-1771b2ce8828\n",
"Summary: The main topic of the conversation is account verification and withdrawal issues. The customer initially requests help with verifying their account and is provided with detailed steps to complete the verification process. The customer then mentions an issue with withdrawing funds, and the bot explains that the payment method needs to be verified by uploading a photo of the bank book. The bot informs the customer that the review process may take a few hours and offers further assistance if needed.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 6586943c-0d02-4448-a705-61f88736d6fe\n",
"Summary: The main topic of the conversation is account verification. The customer, Miguel, inquires if his account is verified. The final resolution is that the bot confirms Miguel's account is fully verified and no further action is needed.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: b97226ff-585b-4830-b438-04bcce62994e\n",
"Summary: The main topic of the conversation is the customer's issue with account verification. The customer had previously spoken with support about problems with verifying their account and was instructed to wait an hour before trying again. They received an email stating their documents were rejected. The customer asked if they should resubmit the documents and received confirmation to do so. They also inquired about the next steps if the documents were rejected again. The final resolution was the customer being advised to resubmit the documents and receiving guidance on what to do if the issue persists.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: f4090f0b-6edd-4aa9-957d-89ea35d75ad9\n",
"Summary: The main topic of the conversation is the verification of the customer's address documentation. The customer, Camilo, requests assistance with verifying his domicile. The virtual assistant provides detailed instructions on how to upload a proof of address document, including the types of acceptable documents and the requirement that the document must be issued within the last six months. The conversation concludes with the assistant asking if Camilo needs any further assistance.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 200aa22d-b255-40d8-a5fc-f0644a2b3c02\n",
"Summary: The main topic of the conversation is the customer's request to resume betting. The customer, Cristian, wants to place bets again. The final resolution is that the customer is informed about an active self-exclusion from sports betting, which will end on March 13, 2025, and therefore, he cannot place bets until that date.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: eae912ee-f871-4b2a-9c74-51db33a1a82c\n",
"Summary: **Summary:**\n",
"\n",
"**Main Topic:** Account verification issue.\n",
"\n",
"**Customer's Issue/Request:** The customer, David Candia, is experiencing problems verifying his Betano account because the personal data on the account appears to be those of his son. He suspects that the data was auto-filled incorrectly during account creation. He has attempted to verify the account multiple times using his identity documents but has been unsuccessful. He is seeking guidance on how to correct the information and complete the verification process.\n",
"\n",
"**Final Resolution:** The customer service agent clarified that the customer's withdrawal request would not proceed until the account verification is completed. The customer acknowledged this and thanked the agent for the assistance.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 7b59c53d-2509-4302-9ae0-ddef9fa153d3\n",
"Summary: The main topic of the conversation is the customer's difficulty in verifying their address on Betano. The customer, Dante, is experiencing issues with the system rejecting all the documents he uploads for address verification. The documents are being rejected because they are either not in his name or not the correct type of document.\n",
"\n",
"The final resolution is that Dante decides to request a certificate of residence to verify his address, as suggested during the conversation. He thanks the support agent and ends the conversation.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 3d349735-9ad9-4e6f-9006-332e04af591a\n",
"Summary: The main topic of the conversation is the customer's request to reactivate their account. The customer wants to enable their page again. The final resolution provided by the virtual assistant is a set of instructions for verifying the customer's identity, which includes accessing their account, going to their profile, and selecting the verification process. The customer is instructed to upload both sides of their Chilean ID and a proof of address document no older than six months. The assistant also mentions that if the documents have already been uploaded, the customer should wait for the review process.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 079a8f88-adcb-48db-8252-8076cce46399\n",
"Summary: **Summary:**\n",
"\n",
"**Main Topic:** Account verification issue.\n",
"\n",
"**Customer's Issue/Request:** The customer, Scarlett, uploaded documents to verify her account, but despite two documents being approved, she is still unable to play.\n",
"\n",
"**Final Resolution:** The virtual assistant explained that the documents were rejected because some data already existed for another customer and the documents were not on the accepted list. The assistant provided a list of acceptable documents and steps to upload them. The customer was then connected to a human agent for further assistance.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 760a49bf-0fa0-4f8a-b59d-173b56a3e680\n",
"Summary: The main topic of the conversation is the customer's issue with withdrawing funds from their account. The customer repeatedly mentions that their account verification documents have been rejected multiple times, preventing them from making a withdrawal. The final resolution is that the bot informs the customer that an assistant will arrive shortly to help resolve the issue, and the customer acknowledges this and waits for further assistance.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 6d1b79a9-71eb-4b6d-94c7-9206c3701c59\n",
"Summary: **Summary:**\n",
"\n",
"**Main Topic:** Verification of residence for Betano account.\n",
"\n",
"**Customer's Issue/Request:** The customer inquired about acceptable documents for proof of address (POA) and faced issues with the verification process. They initially asked if a certificate of residence from the neighborhood council would be accepted, which was not. They then asked if they could use a utility bill in their father's name, which was also not acceptable. The customer sought guidance on obtaining a declaration of residence and later requested to delete a previously submitted verification request due to an error.\n",
"\n",
"**Final Resolution:** The bot informed the customer that a certificate from the neighborhood council is not accepted and provided a list of acceptable documents. The customer was guided to obtain a declaration of residence from the Registro Social de Hogares. The bot clarified that it is not possible to delete a verification request once submitted but advised on how to upload new documents. The conversation was handed over to a human assistant for further assistance. The customer thanked the service for the help provided.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: a5e3bd2d-8d94-43d9-bf13-9e80a04086c8\n",
"Summary: The main topic of the conversation is the customer's issue with their account data. The customer, Adolfo, reports that his account shows no data. The bot identifies that the issue is due to the account not being verified and provides detailed instructions on how to complete the verification process by uploading necessary identification and proof of address documents. The bot assures Adolfo that the verification process should be quick once the documents are submitted and offers further assistance if needed.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 05291638-f556-470f-9bb0-e91dd7a1e3c8\n",
"Summary: The main topic of the conversation is the customer's difficulty in verifying their account on Betano. The customer, Diego Sebastián Madsen Arangua, has repeatedly contacted support to update their account details to match their documents. Despite being told multiple times that the issue was resolved, their documents continue to be rejected. The customer is frustrated and skeptical about the suggested solution of uploading the documents under a different category but agrees to try it again. The final resolution is that the customer will attempt the suggested solution once more, despite doubts about its effectiveness.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: e6fa1461-4e76-4d97-b2c9-fadf20864435\n",
"Summary: **Summary:**\n",
"\n",
"**Main Topic:** Account verification process on Betano.\n",
"\n",
"**Customer's Issue/Request:** The customer inquired about how to verify their account, specifically asking about acceptable proof of address documents and what to do if they do not have any. They also asked about changing their RUT (Chilean ID number) to complete the verification process.\n",
"\n",
"**Final Resolution:** The customer was provided with detailed instructions on how to verify their account, including the types of documents needed. When the customer mentioned not having the required proof of address, they were guided on alternative options and eventually requested to change their RUT. The customer provided the necessary details for the RUT change and was informed about the next steps and expected time frame for receiving confirmation via email.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 9094913a-c515-446b-be8f-dc19501bd5e6\n",
"Summary: The main topic of the conversation is the customer's difficulty with account verification on Betano. The customer requests to speak with a human assistant to resolve the issue. The customer's issue is that their personal data does not match the name and date of birth on their documents, leading to repeated rejections. The final resolution is that the bot informs the customer that a human assistant will join the conversation shortly to provide further assistance.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 36b996f9-3e4e-43c5-845e-fbe2b8f7be33\n",
"Summary: The main topic of the customer service conversation is the verification process for a bank account to facilitate a withdrawal. The customer requests assistance with the required documents for verification, specifically asking if a screenshot of the bank statement (which is password-protected) is acceptable and whether a photo of the bank card is also needed. The final resolution involves the customer successfully uploading the necessary document and receiving confirmation that the process is correct, with the customer expressing gratitude for the information provided.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: aa1554ba-4d0e-4d0f-aa55-30e58b3db94d\n",
"Summary: **Summary:**\n",
"\n",
"**Main Topic:** Withdrawal issue\n",
"\n",
"**Customer's Issue/Request:** The customer is unable to withdraw funds from their account using the Betano application. They mentioned that they completed the verification process and deposited money, but the application is not allowing them to withdraw the funds.\n",
"\n",
"**Final Resolution:** The virtual assistant was unable to resolve the issue and escalated the conversation to a human assistant for further assistance.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: b90d5b2d-7a32-4f0e-8077-47c30c828463\n",
"Summary: The main topic of the conversation is the customer's difficulty in getting their document (RUT) verified by Betano. The customer repeatedly uploaded the document, but it was rejected multiple times. They expressed frustration and mentioned that the account was created using their aunt's RUT but with their own details, and they were told it would be manually verified. The final resolution was that the customer agreed to upload the document again for verification.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 36441764-a449-44ee-950b-de33c14bffb7\n",
"Summary: The main topic of the conversation is the customer's difficulty in withdrawing their winnings from Betano. The customer requests to speak with a human representative and explains that they are unable to update their information because their RUT (a Chilean national identification number) is expired, which is preventing them from completing the withdrawal process. The final resolution is not explicitly provided in the conversation, but the customer indicates they will take action by saying \"Perfecto, ya hago eso,\" suggesting they plan to follow the necessary steps to resolve the issue.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: ba4f8f09-93ae-4edd-b5b1-ec7536d60505\n",
"Summary: **Summary:**\n",
"\n",
"**Main Topic:** Account verification and withdrawal issues.\n",
"\n",
"**Customer's Issue/Request:** The customer needed to verify their account to make a withdrawal. They uploaded all required documents but were still unable to withdraw funds.\n",
"\n",
"**Final Resolution:** The virtual assistant confirmed that the account was verified but required a photo of the customer's bank book for the card ending in 5068. Despite uploading the documents, the customer still faced issues withdrawing funds. The virtual assistant suggested connecting the customer with a human agent for further assistance.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: aa420b25-cb6f-4a0a-9bcb-182774d967b4\n",
"Summary: The main topic of the conversation is the customer's difficulty with account verification on Betano. The customer, Francisco, is unable to upload different verification methods. The bot provides detailed instructions on the required documents for verification and the steps to upload them. It also advises Francisco to ensure the documents are correct and in good condition. If the issue persists, the bot offers to connect Francisco with a human agent for further assistance.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 3e1aa357-0b83-4b7c-a349-49d6e425dc0e\n",
"Summary: The main topic of the conversation is the customer's inquiry about the requirement for a valid identity document with an address. The customer, Bastian, asks for clarification on what is meant by a \"Documento de identidad en vigor con la dirección.\" The final resolution provided by the virtual assistant explains that the customer needs to provide a valid identity document (such as a Chilean ID, passport, or residence permit) and proof of address (such as a utility bill, bank statement, or residence declaration) that is no older than six months. The assistant also provides instructions on how to upload these documents for verification.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: d33d52c0-8900-49a0-977d-9b4e7dfa1830\n",
"Summary: **Summary:**\n",
"\n",
"**Main Topic:** Identity verification for withdrawal.\n",
"\n",
"**Customer's Issue/Request:** The customer is experiencing repeated requests for identity verification when attempting to make a withdrawal, despite having already completed the verification process.\n",
"\n",
"**Final Resolution:** The customer requested to speak with a representative for further assistance. The bot assured the customer that a representative would join the conversation soon to help resolve the issue.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: e81e6db5-101e-4a37-9fbf-6fea93783c7a\n",
"Summary: The main topic of the conversation is the customer's issue with document submission. The customer is confused about whether all their documents or just the proof of address were rejected after uploading them earlier. They mention that a previous assistant had advised them to upload the documents in PDF format, which they did. The customer seeks clarification on whether a bank statement can be used as proof of address. The final resolution is that the customer decides to re-upload the documents as instructed, hoping they will not be rejected this time.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: e2c040fd-6e50-466d-9338-af1d81cc26b0\n",
"Summary: The main topic of the conversation is the customer's issue with the final step of account verification, which is preventing a money withdrawal. The customer, Agustin, mentions that although his photo of the card was accepted, he is still being prompted for additional information. The resolution provided by the bot is that Agustin's account is fully verified, but he needs to upload a photo of his bank book showing recent transactions, account number, and his full name. The bot provides detailed steps on how to upload this document. Agustin confirms his understanding and thanks the bot, concluding the conversation.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 6e000190-3f4f-4384-bc49-3c8f539e1c9f\n",
"Summary: **Summary:**\n",
"\n",
"**Main Topic:** Verification issues for account withdrawal.\n",
"\n",
"**Customer's Issue/Request:** The customer, José Martín Soto Marque, is experiencing difficulties withdrawing funds from his Betano account. He initially registered with a Venezuelan ID (DNI), which is still valid, but his Chilean ID (RUT) is expired. Despite providing all necessary documents and information, he is unable to complete the withdrawal process. He expresses frustration over the verification requirements, especially since he can place bets without such stringent checks.\n",
"\n",
"**Final Resolution:** The conversation does not reach a final resolution within the provided text. The customer is still seeking assistance to withdraw his winnings and continue using his account.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 83736f2c-f775-4558-a2bf-5ea6230e6898\n",
"Summary: The main topic of the customer service conversation is account verification. The customer is having trouble understanding what specific documents are required to verify their account. They mention that the provided link does not show the bank's logo or name, only their name and ID number. The customer requests a reference image to understand better what is needed. The final resolution involves the customer being advised to capture and send a screenshot of the required document once they obtain it.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 6c2de6b0-be42-4065-8881-5b84f5e83daf\n",
"Summary: The main topic of the conversation is the customer's issue with account verification. The customer, despite uploading the appropriate document, had their verification document rejected. The bot provided detailed instructions on how to ensure the documents meet the requirements and suggested re-uploading them. When the customer preferred to speak with an agent for further assistance, the bot connected them to an agent named David for resolution.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 7e99e3ab-2107-46d9-b536-a9775f5f2be8\n",
"Summary: **Summary:**\n",
"\n",
"**Main Topic:** Verification of address document.\n",
"\n",
"**Customer's Issue/Request:** The customer, Benjamin, is experiencing difficulties with the acceptance of his address verification documents by Betano. Despite submitting various documents that meet the specified requirements, all have been rejected.\n",
"\n",
"**Final Resolution:** The virtual assistant provided detailed requirements for acceptable documents and suggested connecting Benjamin with a human agent for further assistance. Benjamin agreed to be connected with an agent to resolve the issue. The conversation concluded with Benjamin understanding that a discrepancy in the address (a difference between 'N' and 'Ñ') might be the reason for the rejections.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 41211e83-b03e-45c7-b1cb-43961f215202\n",
"Summary: **Summary:**\n",
"\n",
"**Main Topic:** Verification issue for account withdrawal.\n",
"\n",
"**Customer's Issue/Request:** The customer won a bet and is now required to verify their account to withdraw the winnings. However, their document (Venezuelan ID) used to open the account is no longer accepted, and they are being asked for a passport, which is expired.\n",
"\n",
"**Final Resolution:** The bot handed over the conversation to a human assistant for further assistance. The customer is waiting for a resolution and is concerned about losing communication if they leave the chat.\n",
"--------------------------------------------------\n",
"\n",
"Session ID: 0290dc7f-1a79-4df7-9afd-21b8a4c249d5\n",
"Summary: **Summary:**\n",
"\n",
"**Main Topic:** Account verification and document submission for account unlocking and withdrawal.\n",
"\n",
"**Customer's Issue/Request:** The customer, Isamar, is experiencing issues with the account verification process. She has submitted the required documents, but they were rejected due to being unclear or invalid. She needs her account unlocked to access her funds urgently.\n",
"\n",
"**Final Resolution:** The virtual assistant informs Isamar that her documents were rejected because the images were blurry or not valid. She is advised to resubmit clear and legible documents. Isamar requests to speak with a human agent for further assistance, and the conversation is handed over to an agent.\n",
"--------------------------------------------------\n",
"\n",
"Results exported to conversation_summaries.xlsx\n"
]
}
],
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Clear the outputs before making the commit.
We want the notebook to contain all the necessary information to run the analysis.
Data from actual sessions may contain sensitive data and they don't actually help the reader of the notebook.

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