R
Roger Soporte
Business Problem:
With the new AI Summary feature, agents can generate conversation summaries automatically, which can also be set as a required step when closing a chat. However, since the field remains editable, there is a risk of agents altering the AI-generated summary, compromising the accuracy and auditability of the data.
Desired Outcome:
Make the AI-generated summary field non-editable to preserve its integrity. This ensures:
  • The summary remains a true reflection of the conversation.
  • Agents cannot tamper with or manually change the content.
  • Consistency and objectivity in closing summaries for audit and reporting purposes.
Use Case:
Teams that rely on the AI summary for review, quality assurance, or compliance will benefit from a consistent and untampered source of truth when chats are closed.