A large language model is used to generate summaries of customer calls for a financial services firm's complaint management system. Regulators request access to a specific customer's complaint records. The AI-generated summaries are available, but the original call recordings have been deleted per retention policy. What AI-specific governance risk does this scenario illustrate?
Select an answer to reveal the explanation.
Short Explanation and Infographic
Here's the deal — b is correct because using AI-generated summaries as the sole documentation of customer complaints creates an evidentiary problem: AI summaries may contain hallucinations, omissions, or paraphrasing that does not accurately represent the original complaint. When regulators or courts require original records, AI-generated substitutes may be insufficient or inadmissible.
Full explanation below image
Full Explanation
B is correct because using AI-generated summaries as the sole documentation of customer complaints creates an evidentiary problem: AI summaries may contain hallucinations, omissions, or paraphrasing that does not accurately represent the original complaint. When regulators or courts require original records, AI-generated substitutes may be insufficient or inadmissible. This scenario illustrates the governance risk of over-relying on AI-generated records. Hallucination (A) is a related concern but is a symptom, not the governance risk. Data retention (C) may be a separate concern but the scenario states the policy allows deletion. Privacy risk (D) is a data governance concern separate from the records risk.