◆ Supervised Worker
Recognises a complaint the moment it surfaces (customers rarely say 'I'm complaining'), captures it to the regulated standard, classifies it for root-cause and CFPB reporting, and assembles the response packet within the response clock. The resolution and any redress is gated by an oversight agent that re-derives it.
Memory
Working The complaint, the captured facts, and the draft response.
Episodic The customer's history and any related prior complaints.
Semantic Complaint-handling standards, CFPB categories, regulatory timelines.
Procedural Root-cause classification refined from QA feedback.
Store Complaint case store + regulatory-rule retrieval
Orchestration
pipeline MCPA2A
Harness · Managed Agents … case session with regulated-record note-taking.
Tools
{ } Complaint management system API ⌕ Interaction history Retrieval ⌕ Regulatory standards (CFPB) RAG Retrieval ⇄ Oversight-agent complaint owner A2A
Evals & guardrails
- Complaint-detection recall: a missed complaint is a regulatory miss (UDAAP).
- Mandatory oversight-agent re-derivation + sign-off on every response and any redress.
- Timeline guardrail: regulatory response-clock breaches escalate.
- Classification accuracy sampled against a CFPB-category gold set.
Frontier edge
- ▲Proactive / anticipatory: recognises a complaint the moment it surfaces (customers rarely say 'I'm complaining'), catching the regulated event before it slips past the response clock.
- ▲Causal reasoning: counterfactual root-cause analysis to separate the true driver of a complaint from coincident noise, so CFPB classification and remediation target the real issue.
- ▲Formal action-gating: the assembled response packet is signed and replayable for examiners, but the agent provably cannot issue redress until an independent oversight agent re-derives and gates it.
A sample run
Trigger Triage agent flags a chat where a customer says a fee was 'unfair and a scam'.
- 1Confirm this meets the regulated-complaint threshold; capture it to standard.
- 2Classify the root cause and the CFPB category; gather the fee history.
- 3Draft a response packet and route to an oversight agent that owns the gate.
Output A logged, classified complaint with a drafted response and root-cause tag, handed to an oversight agent within the regulatory clock … which re-derives the redress decision.
In numbers
9,800
Complaints captured / day
99.5%
On-time response rate
Handoffs
Across ⇢ Compliance → Regulatory Reporting for CFPB submission