Problem
Some Responsive customers (e.g., Optum) manage highly regulated content where only specific portions of an otherwise flexible answer must remain verbatim. Examples include:
- Customer testimonials
- Legal or compliance-approved language
- Regulatory disclosures
Today, answers are treated as either fully editable or fully verbatim, which forces teams to:
- Lock entire answers unnecessarily, or
- Risk AI paraphrasing content that must remain unchanged
This limits both compliance confidence and AI usefulness.
Proposed Capability: Inline Verbatim (Quoted) Content
Introduce the ability to mark specific portions of an answer as verbatim, while allowing the rest of the answer to remain AI-editable.
How it works
When adding or editing content in the Content Library:
- A user highlights a sentence or paragraph.
- From the existing editing toolbar, they select a new option such as:
- “Mark as Quotation” or “Treat as Verbatim”
- That highlighted section is stored with metadata indicating:
- Verbatim = true
- Source attribution (optional but supported)
This creates a single answer composed of:
- Quoted (verbatim) segments
- Non-quoted (flexible) segments
AI Behavior & Rules
When AI tools (AI Assistant, AI Draft, etc.) reference this Q&A pair:
- Quoted content
- Must be inserted exactly as stored
- Cannot be rewritten, summarized, or paraphrased
- Can be repositioned if allowed (optional future enhancement?)
- Non-quoted content
- Can be refined, rephrased, summarized, or expanded by AI
- Can be tailored to question context or tone
The final generated output becomes a hybrid answer:
- Compliance-safe verbatim language
- AI-optimized surrounding narrative
Example (Refined)
Stored Answer (with inline quotation):
A mid-market SaaS company was struggling to manage a growing volume of customer requests across multiple channels. Requests were being tracked manually, making it difficult for teams to prioritize work and ensure timely follow-ups. After implementing Responsive, the company centralized all incoming requests into a single workflow and automated routing and tracking.
As a result, the team gained real-time visibility into request status and significantly reduced response times.
[Marked as Quotation / Verbatim]
“Before Responsive, we were constantly reacting instead of working proactively. Now, everything is centralized and transparent, which has helped our team respond faster and stay aligned. It’s completely changed how we manage incoming requests.”
— Jane Smith, Director of Customer Operations, Acme Corp
AI-generated output in a project:
- The narrative paragraphs may be refined for tone, length, or relevance.
- The quoted testimonial is always pulled in unchanged.
User & Business Value
For customers
- Enables fine-grained compliance control
- Reduces need for duplicate Q&A entries (verbatim vs non-verbatim versions)
- Preserves legal and marketing approvals while still benefiting from AI
For AI adoption
- Builds trust in AI-generated outputs
- Expands AI usability in regulated environments
- Aligns with how humans already think about “quoted” vs “interpreted” content
