Every answer cites its clause. Or a person answers.
01The situation
An operations team answered the same policy questions every day. The library was hard to read. So the hard questions waited behind the easy ones.
02What the agent does
The agent can read the policy library. Nothing else. It answers only what the documents support, and cites the clause.
Questions outside the library are refused. Answers it is unsure of go to the support lead. Corrections are kept as worked examples. No citation, no answer.
03Where it stops for a person
- SCOPE
Policy library, read-only · answers with a cited clause
- ROLE
Answer policy questions · never act outside the policy library
- LIMITS
A spend limit on each run, set in the signed manifest
- REVIEW
Below the confidence threshold → named support lead
- SEAL
Each answer with its clause in the audit trail
W/03In brief
- SOURCE
- policy library, read-only
- CITATION
- required on each answer
- HELD
- below threshold → support lead
- SEAL
- answer and its clause
04The outcome
People only get answers the library backs up. The support lead sees only the questions that need a person.
Question an answer later, and the record shows it with the clause it cited.
Run something like this? Start with a teardown. We measure how much comes in and how much goes wrong. You keep the write-up.
Book a teardownMore work we run
Every claim checked before a handler opens it.
Every file had to be checked for completeness before a handler could start.
The first pass runs around the clock. Every routing decision carries its reason.
The real mismatches, found. The small ones, cleared.
Real mismatches got lost among the small differences.
Clean invoices go through as ERP drafts. Every exception shows its sources.