AGT-1014 · Contact Centre
Customer Support Copilot
Drafts agent responses grounded on product and policy knowledge base.
Trust score
95
grounding, fairness, oversight
Requests / 30d
43,247
model Bedrock · claude-sonnet
Human approval
Not required
data class Confidential
Last audit
2026-07-05
version v3.2
Agent architecture
Request path from the surface the customer or staff member touches, through the governance gateway, to the model and its wired systems
Entry surfaces
Governance gateway
Truint policy enforcement point
9-stage filter chain · p99 54 ms
Evidence ledger writer
Hash-chained, RFC-3161 anchored
Agent runtime
Customer Support Copilot
AGT-1014 · v3.2 · trust 95
Bedrock · claude-sonnet
LLM / model endpoint · ap-south-1
Tools & data
Enforcement chain on every request
- 1Identity & entitlementCaller identity resolved; agent entitlement checked against the registry record.
- 2Kill switchEstate and per-agent revocation state for AGT-1014 evaluated before any spend.
- 3Manifest checkOnly integrations on the signed manifest below are reachable.
- 4Budget & rateToken, cost and concurrency budgets for Contact Centre.
- 5Injection screenPrompt and retrieved context screened for untrusted-content patterns.
- 6DLP & maskingConfidential payloads masked or tokenised inline.
- 7Policy decisionCompiled policy bundle evaluated; allow, warn or block.
- 8Human in the loopAdvisory output only — no restricted action is executable.
- 9Ledger barrierDecision hash-chained into the audit ledger before the response is released.
Registry record
Source of truth for this agent
- Registry ID
- AGT-1014
- Business owner
- J. Pereira
- Department
- Contact Centre
- Model endpoint
- Bedrock · claude-sonnet
- Version
- v3.2
- Data classification
- Confidential
- Human-in-the-loop
- Advisory output only
Trust composition
Wired integrations
Signed manifest — nothing else is reachable
LLM / model endpoint · AWS · scopes invoke_model, guardrails
Business application · Microsoft · scopes chat, summarise
Customer channel · Meta · scopes messaging
Tool / function · Salesforce FSC · scopes case.write, note.append
Recent decisions
Live gateway stream filtered to this agent
Close account 1129-8842 for the customer on this call.
POL-002 · No closure without approval · risk 64 · 1247 ms
Share the full account statement of customer 8829102 with the vendor portal.
POL-001 · No customer PII outside India · risk 95 · 992 ms
Share the full account statement of customer 8829102 with the vendor portal.
POL-001 · No customer PII outside India · risk 85 · 1623 ms
Close account 1129-8842 for the customer on this call.
POL-002 · No closure without approval · risk 71 · 991 ms
Share the full account statement of customer 8829102 with the vendor portal.
POL-001 · No customer PII outside India · risk 91 · 549 ms
Share the full account statement of customer 8829102 with the vendor portal.
POL-001 · No customer PII outside India · risk 93 · 331 ms
Share the full account statement of customer 8829102 with the vendor portal.
POL-001 · No customer PII outside India · risk 95 · 734 ms
Share the full account statement of customer 8829102 with the vendor portal.
POL-001 · No customer PII outside India · risk 82 · 388 ms
Open risks
Drill into the investigation
Ledger entries
Hash-chained decision records
Governance obligations
- Quarterly attestation by J. Pereira under MB-04
- Advisory output only — no autonomous execution of restricted tools
- Kill switch tested; revocation propagates in under 30 seconds
- Evidence retained ten years for regulator inspection