Case CS-48291 · Live
Live Case Investigation
Core Case Router orchestrates Triage, Account, Knowledge, and Resolution agents. Every step is explainable, timestamped, and traceable.
Unauthorized charge · $420.00SLA 3h 12m
Customer conversation
Marcus Whitfield
connected · chat— Voice → chat transfer · authenticated (voiceprint + OTP) —
MW
Marcus10:41
Hi — I just saw a $420 charge on my debit card to a place called LUMEN*PAYMENTS. I don't recognize that at all. My card is still in my wallet.
MW
Marcus10:41
I haven't traveled, and I definitely didn't buy anything for $420 this week.
No agent response yet
Triage is still classifying intent. The assistant will not reply to the customer until the Core Case Router clears the guardrail check.
Customer typing indicator disabled during investigation…
Core Case Router · Orchestrator
queuedPlan: Triage → (Account ∥ Knowledge) → Resolution · Guardrails: Reg E, no funds movement without associate approval.
Plan confidence
94%
SY
SystemCase opened from voice IVR
10:42:03 Complete
Customer authenticated via voiceprint + OTP. Transferred to chat with transcript.
CR
Core Case RouterOrchestration plan drafted
10:42:1194% confidence In progress
Route → Triage → (Knowledge ∥ Account) → Resolution. Guardrails: Reg E, no funds movement without associate approval.
Specialist agents
0/4 completeAccount
Account & Transaction Agent
queued10:42:34
Enrich disputed txn · scan related activity · review card status
Core banking · ledger Card controls Device fingerprint svc
Queued by Core Case Router
Knowledge
Knowledge & Policy Agent
queued10:42:29
Retrieve dispute eligibility and required remediation steps
Policy RAG v3.0 Reg E §1005.11 Playbook PB-D-014
Queued by Core Case Router
running in parallel
Triage
Triage Agent
queued10:42:18
Classify inbound intent and score customer risk
Intent classifier v2.1 CRM · CUS-77410-92 Voice transcript
Queued by Core Case Router
Resolution
Resolution & Escalation Agent
queued10:42:49
Synthesize recommended next steps · package for human approval
Resolution planner 2.3 Dispute filing svc Handoff bundler
Queued by Core Case Router
Customer
MW
Marcus Whitfield
Preferred · 6 yrs
Customer IDCUS-77410-92
Phone(•••) •••-4402
LocationCharlotte, NC
Last login07/26 · 08:11 AM · iOS app · Charlotte, NC
Account
Everyday Checking
•••• 4402
$3,182.44
Available balance
Card statusActive · Physical debit
Disputed txn$420.00 · LUMEN*PAYMENTS
Risk status
Low · 18/100behavioral
Voiceprint + OTP verified
No prior disputes · 24 mo
Payroll deposit consistent
Unknown device on disputed txn
Recent interactions
07/26Balance check
iOS app07/19Updated mailing address
Web06/02Notary appointment
BranchRelated alerts
Card-not-present · unknown device
Fraud pattern PB-C-007 · triggered 10:42
Geo-mismatch · Frankfurt, DE
Customer location Charlotte, NC
Merchant not seen in 24 months
LUMEN*PAYMENTS · MCC 5967