RI

AGT-1308 · Customer Experience

Complaints Triage Agent · Region South

Routes and prioritises regulated complaints.

medium riskcompliant

Trust score

91

grounding, fairness, oversight

Requests / 30d

30,258

model Bedrock · claude-sonnet

Human approval

Not required

data class Confidential

Last audit

2026-07-22

version v1.4

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

FIU Case Manager

 

Business application · NICE Actimize

Mobile banking app

 

Customer channel · In-house

Governance gateway

Truint policy enforcement point

9-stage filter chain · p99 54 ms

Evidence ledger writer

Hash-chained, RFC-3161 anchored

Agent runtime

Complaints Triage Agent · Region South

AGT-1308 · v1.4 · trust 91

Bedrock · claude-sonnet

 

LLM / model endpoint · ap-south-1

Tools & data

kyc.document.extract

 

Tool / function · Restricted

Enforcement chain on every request

  1. 1Identity & entitlementCaller identity resolved; agent entitlement checked against the registry record.
  2. 2Kill switchEstate and per-agent revocation state for AGT-1308 evaluated before any spend.
  3. 3Manifest checkOnly integrations on the signed manifest below are reachable.
  4. 4Budget & rateToken, cost and concurrency budgets for Customer Experience.
  5. 5Injection screenPrompt and retrieved context screened for untrusted-content patterns.
  6. 6DLP & maskingConfidential payloads masked or tokenised inline.
  7. 7Policy decisionCompiled policy bundle evaluated; allow, warn or block.
  8. 8Human in the loopAdvisory output only — no restricted action is executable.
  9. 9Ledger barrierDecision hash-chained into the audit ledger before the response is released.

Registry record

Source of truth for this agent

Registry ID
AGT-1308
Business owner
M. Fernandes
Department
Customer Experience
Model endpoint
Bedrock · claude-sonnet
Version
v1.4
Data classification
Confidential
Human-in-the-loop
Advisory output only

Trust composition

Grounding & citations95
Fairness85
Security posture93
Oversight coverage78

Wired integrations

Signed manifest — nothing else is reachable

Bedrock · claude-sonnetconnected

LLM / model endpoint · AWS · scopes invoke_model, guardrails

kyc.document.extractconnected

Tool / function · Azure Doc Intelligence · scopes extract, classify

FIU Case Managerconnected

Business application · NICE Actimize · scopes case.read, narrative.write

Mobile banking appconnected

Customer channel · In-house · scopes assistant

Policies in force

POL-001 · No customer PII outside IndiaPOL-004 · No customer data sent to public LLMPOL-006 · PII masking requiredPOL-008 · Prompt injection protectionPOL-009 · Toxicity detectionPOL-011 · Narrative grounding requiredPOL-012 · Suitability disclosure on advice

Recent decisions

Live gateway stream filtered to this agent

No gateway traffic for this agent in the current buffer.

Open risks

Drill into the investigation

No open risks on this agent.

Ledger entries

Hash-chained decision records

No ledger entries surfaced in the current window.

Governance obligations

  • Quarterly attestation by M. Fernandes 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