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Reference AI Journey

Bank Use Case: Lost Card + Multi-Complaint

See how the Master AI Worker orchestrates SME AI Workers to handle multiple complaints in a single call—using permissioned holds, policy gating, least-privilege tool access, and a complete audit trail.

“Orchestrating security, disputes, and profile updates in one governed session.”

Scenario & Intents

The Challenge

A caller needs to report a lost card, dispute transactions, update their address, and query fees—all in one interaction. The system must sequence these securely.

Lost Card
Freeze lost card immediately
Verify Transactions
Review recent charges & raise disputes
Update Address
Change mailing address for new card
Fee Query
Check eligibility for fee waivers

Policy & Execution Order

1
Identity Verification
2
Security Action (Card Freeze)
3
Transactions / Disputes
4
Profile Update
5
Fees / FAQ
SME AI Worker Stack
Master AI Worker
Intent capture, identity step-up, order/consent, comms, and overarching orchestration.
KYC/Identity WorkerValidates identifiers, triggers OTP
Cards WorkerLocates active cards, freezes/locks, replaces
Fraud/Disputes WorkerPulls transactions, flags suspicious items, creates cases
Profile WorkerValidates and updates customer details
Fees/Policy WorkerChecks eligibility, provides RAG-based answers
Connected Backends
IAM/OTPCore BankingCard ProcessorDisputes MgmtCRM/ProfilePolicy KB
Detailed Workflow

Full Step-by-Step Call Flow

A comprehensive breakdown of the interaction, from session start to final recap.

1. Call Arrival & Session Start

  • Voice Gateway opens Streaming Conversation session (ANI/DNIS).
  • Tenant routing loads bank tenant policy (identity rules, fraud thresholds).
  • Session Manager creates call context. Master AI greets caller.

2. Intent Extraction & Planning

Caller states: "Lost my card, need to check transactions, change my address, and ask about fees."

• Master extracts entities and confirms understanding.
• Proposes policy order: Security First (Freeze) → Disputes → Profile → FAQ.

3. Identity Verification

KYC/Identity WorkerValidates identifiers, triggers OTP to registered phone, verifies OTP. Returns verified_session.
Permissioned Hold #1

4. Card Freeze & Replacement

Cards SME WorkerLocates active cards, confirms last 4 digits. Freezes/locks the selected card via processor API.
Initiates replacement per policy. Returns action=card_frozen, replacement_order_id, delivery ETA.
Master unholds, confirms freeze and replacement details, asks to proceed.
Permissioned Hold #2

5. Transaction Review & Disputes

Fraud/Disputes SME Worker pulls transactions from core banking feeds.

  • Flags suspicious items; explains pending vs. posted.
  • If caller confirms dispute: Creates case, attaches evidence.
  • Returns case_id + SLA.

Master unholds, summarizes in plain language, and confirms next steps.

Permissioned Hold #3

6. Address Update

Profile SME Worker validates address format and policy constraints. Updates CRM/core profile. Returns change receipt and effective date.

7. Fees, FAQ & Final Recap

Fees/Policy SME Worker checks waiver eligibility via RAG.

Master AI Final Recap
  • Card Status Frozen & Replaced (ETA 2 Days)
  • Disputes Case #DSP-7782 (Inv. Started)
  • Address Updated (Effective Immediately)

Master offers SMS summary, captures CSAT, and ends call. Full audit logs persisted.

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