Summarize Written Text: Artificial Intelligence in Customer Service

The PTE Summarize Written Text task is crucial in testing your ability to grasp main ideas and concisely summarize a passage. Candidates are required to read a text between 150 and 400 words and condense it into a single sentence in no more than 75 words. This task is particularly common with topics like technology’s impact, especially artificial intelligence (AI) in customer service.

In this article, we will provide a sample Summarize Written Text exercise related to the role of AI in customer service, along with sample answers to reflect different scoring bands. Additionally, we’ll discuss common challenges and suggest vocabularies to help you excel in this part of the PTE exam.

AI and Its Impact on Customer Service: Sample Summarize Written Text Question

Prompt:

Artificial Intelligence (AI) has revolutionized customer service, offering benefits such as increased operational efficiency, reduced costs, and personalized customer interactions. Chatbots, powered by natural language processing, can handle simple and complex queries, ensuring immediate responses and round-the-clock availability, which enhances customer experiences. However, reliance on AI can lead to a lack of human touch, negatively affecting customer trust. Furthermore, AI’s susceptibility to errors and data security concerns poses challenges for companies when integrating such systems into their existing models.

Instruction: Summarize the text in one sentence.

Sample Answers by Band:

Band 90 (High-Scoring sample)

AI in customer service has improved efficiency and enhanced experiences through features such as chatbots and 24/7 availability, but it presents challenges like lack of personal human touch and potential issues with errors and data security.

Analysis:

• Content: Fully satisfies the task by mentioning both the positive aspects (efficiency, chatbots, 24/7 service) and the drawbacks (lack of human touch, data security).
• Form: Correct length (69 words), adheres to single-sentence structure.
• Grammar: Flawless sentence construction.
• Vocabulary: Excellent usage of relevant terminology, such as “efficiency”, “enhanced experiences”, and “data security”.
• Spelling: No errors.

Band 75 (Mid-Scoring sample)

AI has made customer service more efficient with tools like chatbots, though it lacks human interaction and may pose concerns about data security and errors.

Analysis:

• Content: Covers all important points but briefly, omitting some details such as 24/7 availability, potentially lowering the score for completeness.
• Form: Meets the word limit and is one complete sentence.
• Grammar: Accurate but could be slightly more complex.
• Vocabulary: Good, though simpler words such as “tools” instead of “features” lower vocabulary range.
• Spelling: No errors.

Band 60 (Lower-Scoring sample)

AI helps customer service by using chatbots, but it can’t replace humans and has security issues.

Analysis:

• Content: Much of the content has been paraphrased but lacks depth, omitting key points such as operational efficiency and the comprehensive impact of AI on customer interactions.
• Form: Within the word limit but overly simplistic.
• Grammar: Basic sentence structure, lacks complexity.
• Vocabulary: Too basic (“replace humans” instead of “lack of human touch”), limited use of academic or formal language.
• Spelling: Correct throughout.

Key Vocabulary for Summarize Written Text on AI in Customer Service

Here are 10 vocabulary words/phrases that are essential to master in the domain of AI and customer service:

1. Revolutionize /ˌrɛvəˈluːʃənaɪz/: To completely change something in a way that is dramatic and far-reaching.

   • Example: AI has revolutionized how companies interact with customers.

2. Operational efficiency /ˌɒpəˈreɪʃən ˈefiʃənsi/: The ability to deliver services in a cost-effective manner.

   • Example: AI increases operational efficiency by automating customer service responses.

3. Personalized /ˈpɜːsənəlaɪzd/: Tailored to the individual’s needs or preferences.

   • Example: AI helps in providing personalized experiences to customers.

4. Natural language processing (NLP) /ˌnæʧərəl ˈlæŋgwɪʤ ˌprɒsɛsɪŋ/: A field of AI that enables computers to understand and respond to human language.

   • Example: With NLP, AI can process and understand customer inquiries more effectively.

5. Round-the-clock /ˌraʊnd ðə ˈklɒk/: Available at all times; 24/7 service.

   • Example: Chatbots offer round-the-clock support, ensuring continuous customer service.

6. Human touch /ˈhjuːmən tʌʧ/: The personal interaction and empathy that only a person can provide.

   • Example: Relying too much on AI often removes the human touch customers appreciate.

7. Susceptibility /səˌsɛptəˈbɪləti/: The likelihood of being affected by something, usually adverse.

   • Example: AI systems have a susceptibility to errors, particularly when dealing with nuanced queries.

8. Data security /ˈdeɪtə sɪˈkjʊərɪti/: Practices designed to protect digital information.

   • Example: Data security is a major concern when deploying AI for customer service.

9. Integrating /ˈɪntɪgreɪtɪŋ/: Combining two or more things to function together.

   • Example: Companies face challenges integrating AI systems with their existing customer service models.

10. Automation /ˌɔːtəˈmeɪʃən/: The use of machines to carry out tasks that can be done without human intervention.

    • Example: Automation of customer service helps in reducing costs and increasing efficiency.

By integrating these vocabulary words into your responses, you can convey a deeper understanding of AI’s implications in customer service. Additionally, this helps you improve your lexical resource score in the Summarize Written Text section.

Conclusion

Mastering the Summarize Written Text task in the PTE Speaking & Writing section requires a clear understanding of content, the ability to condense ideas effectively, and using precise academic vocabulary. Practicing with topics such as Artificial Intelligence in Customer Service helps you become familiar with common themes and challenges in real exam settings.

Remember, while AI enhances operational efficiency and personalization, it simultaneously raises concerns about the absence of human interaction and data security—important factors prevalent in industries like e-commerce and even job automation. Start practicing today with questions like the one shared to improve your competency in this task! Happy learning!