Operator Workspace · FinAssist

Orchestration map

5 agents · 1 orchestrator · guardrails: Reg E, no auto funds movement

TriageComplete

Triage Agent

triage-classifier-2.1

Classify intent, score risk, and route the case to the right specialists.

Inputs

· Chat + voice transcript
· Customer ID + tier
· Session signals

Outputs

→ intent_label
→ risk_score
→ route_plan

ConfidenceWorkload 1 active · 4 queued

97%

Last completed10:42:22

Intent classified · unauthorized_charge_dispute

Routed to Knowledge ∥ Account. Risk 18/100.

Completed today · 142

KnowledgeComplete

Knowledge & Policy Agent

policy-rag-3.0

Ground every action in current regulation, internal policy, and approved playbooks.

Inputs

· Intent label
· Product · region
· Policy corpus (Reg E, PB library)

Outputs

→ policy_citations
→ playbook_ref
→ guardrail_flags

ConfidenceWorkload 1 active · 2 queued

99%

Last completed10:42:31

Retrieved Reg E §1005.11 · PB-D-014 · PB-C-007

Provisional credit permitted; reissue mandatory on unknown device.

Completed today · 98

Orchestrator

Core Case Router

policy-router-v4

Plan

6 steps

Conf

94%

Guards

3/3

Coordinating · awaiting approval

Delegates in parallel · enforces guardrails · owns the plan

AccountComplete

Account & Transaction Agent

core-banking-tools-1.8

Read ledger, transactions, cards, and device history to surface hard evidence.

Inputs

· Customer ID
· Txn ID T-88221
· Device + geo history

Outputs

→ enriched_txn
→ related_activity
→ geo_mismatch_flag

ConfidenceWorkload 1 active · 3 queued

94%

Last completed10:42:41

Enriched T-88221 · scanned 72h window

Geo mismatch DE ↔ NC. No secondary suspicious activity.

Completed today · 121

ResolutionAwaiting approval

Resolution & Escalation Agent

resolution-planner-2.3

Compose remediation actions, draft filings, and package the human handoff.

Inputs

· Evidence bundle
· Policy citations
· Customer preferences

Outputs

→ recommendation[]
→ dispute_draft
→ handoff_package

ConfidenceWorkload 1 active · 1 queued

90%

Last completed10:42:49

Drafted 4 recommendations · dispute D-55190

Blocked on associate approval before any funds movement.

Completed today · 63

Task routing

10:42:11Core Case RouterTriageClassify + routeDispatched

10:42:18TriageKnowledgeFetch policy · Reg E scopeDispatched

10:42:18TriageAccountEnrich txn · scan activity (parallel)Dispatched

10:42:45Core Case RouterResolutionCompose recommendation from evidenceDispatched

10:42:52ResolutionHumanHuman approval gate · funds movementWaiting

Parallel lanes

Human gates

Avg dispatch

180ms

Shared case memory

ctx://CS-48291

CustomerMarcus Whitfield · Preferred

Customer IDCUS-77410-92

AccountEveryday Checking •••• 4402

Balance$3,182.44

IssueUnauthorized card charge

CaseCS-48291

Summary

Customer disputes a $420.00 debit card charge to LUMEN*PAYMENTS on 07/24. Does not recognize merchant. Card in possession. No recent travel.

Important facts

Unknown device fingerprint at auth
Origin IP Frankfurt, DE (customer NC)
No prior merchant history · 24 mo
No secondary suspicious activity
Card in possession · self-attested

Prior interactions

05/12/25 · Address change · resolved
11/03/24 · Mobile deposit issue · resolved
03/18/23 · Card reissue (lost) · resolved
No prior fraud disputes

Workflow state · Recommendation drafted → awaiting associate approval

Handoff rules · escalate to humans when

Policy set · finops.v12 · updated 07/22

Confidence < 0.80

Any specialist output below threshold escalates to associate review.

Policy boundary crossed

Reg E, KYC, OFAC, or funds-movement rules require a licensed human.

Failed identity verification

Voiceprint or OTP mismatch → mandatory specialist re-verification.

Emotional distress detected

Sentiment classifier flags distress → immediate warm handoff.

High-value risk > $2,500

Disputes, wires, or credits above threshold need supervisor sign-off.

Active on this case: Policy boundary (Reg E funds movement) → associate approval before dispute + provisional credit are posted.

Multi-agent operating model