How it scaled
Five decisions made in HR fulfillment that were sound enough to hold across every domain they moved into.
Summary information model
What a summary must answer to eliminate context reconstruction at handoff — consistent regardless of domain.
Trust cues and update behavior
Refresh states, visible change signals, no silent updates. Agents need to know the summary has kept up with the case.
Placement principles
In the decision moment, not a secondary panel. If it requires navigation, it will not be used.
Provenance decisions
How AI text and human edits stay distinguishable when summary content is reused in work notes.
Attachment expectations
Predictable inclusion behavior so agents know what the summary has read and what it has not.