Answers inbound voice and web-chat sessions, stamps the channel and opens a transcript spine.
Verifies the caller against the account PIN and captures recording consent before any advice is given.
Maps the opening turns onto one of 41 intents and switches language when the caller code-switches.
Pulls the live account state from CRM plus the two most relevant knowledge-base articles.
Screens the planned reply against the refund, disclosure and retention clauses before anything is spoken.
Shapes the verified answer into the warm-direct persona voice with a hard six-turn budget.
Books the callback, writes the qualification record and routes the escalation when policy refuses a reply.
Summarises the call, tags the outcome and appends the full payload to the audit spine.
| policy.check | 61 ms |
| crm.upsert | 240 ms |
| kb.search | 88 ms |
| audit.append | 34 ms |
| escalate.route | 120 ms |
| Version | Author | Change summary | Rehearsal run | Status | Date |
|---|---|---|---|---|---|
| v15 | A. Krishnan | Cancellation-retention guardrail plus batched CRM write-back on long calls | Run #218 · 9,812/10,000 | canary | 18 Sep 2026 |
| v14 | A. Krishnan | Baseline: prompt compression and a compliance footer on every refund reply | Run #217 · 9,940/10,000 | live | 02 Sep 2026 |
| v13 | M. Oyelaran | Added an objection branch for “it is too expensive” across all sales intents | Run #214 · 9,701/10,000 | superseded | 24 Aug 2026 |
| v12 | M. Oyelaran | Tightened refund-disclosure wording to match clause RC-14.2 | Run #211 · 9,880/10,000 | superseded | 15 Aug 2026 |
| v11 | R. David | Spanish (es-MX) language switching on the eligibility step | Run #206 · 9,612/10,000 | superseded | 05 Aug 2026 |
| v10 | R. David | Callback scheduling tool with a retry budget of two attempts | Run #203 · 9,554/10,000 | superseded | 29 Jul 2026 |
| v9.2 | Priya Nair | Hotfix: masked card numbers inside the wrap-up summary before CRM write | Run #198 · 9,990/10,000 | hotfix | 21 Jul 2026 |
| v7 | Priya Nair | First multilingual rollout — rejected, disclosure accuracy fell to 91.2% | Run #180 · 9,104/10,000 | rejected | 09 Jun 2026 |
“Never promise a specific refund amount before the 14-day window closes.”
“Mask card numbers, CVVs and IBANs to the last four digits in every channel.”
“Disclose the retention offer before any transfer to a human closer.”
“Escalate immediately on any mention of legal action, a regulator or the media.”
“Never confirm that an account exists to a third party without the account PIN.”
“Do not quote a delivery window outside the carrier’s committed range.”