Sub-function
Case Management
Owns case work end to end inside Customer Service. Runs 3 lines across 17 stations, drains the repeatable share into the O2C tower, and holds 1 human gates.
Estate rating
A
77 / 100
Lifecycle mechanics, SLA clocks and dedupe are pure state management. Only genuinely stuck cases surface to a human.
Agents
10
Lines
3
Units / wk
15,863
Timetable vs actual
12.6h → 12.9h
Cost / unit
$4.01
was $16
Run-rate saving
$9.9M
annualized at this volume
The 10 agents running this sub-function
Grouped by what they are for, not by where they sit. The agent org is process-shaped.
Case Management Orchestrator
Owns the case management lane end to end. Sequences the other agents, holds the timetable, and decides what surfaces to a human.
ceiling A4 · escalates to Escalates to Director, Service Operations when the unit falls outside the decision envelope or confidence drops below the floor.
Case Lifecycle Agent
Runs the repeatable portion of case management inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Director, Service Operations when the unit falls outside the decision envelope or confidence drops below the floor.
Follow-up Agent
Runs the repeatable portion of case management inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Director, Service Operations when the unit falls outside the decision envelope or confidence drops below the floor.
SLA Clock Agent
Executes the case management step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Director, Service Operations when the unit falls outside the decision envelope or confidence drops below the floor.
Aging & Backlog Agent
Executes the case management step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Director, Service Operations when the unit falls outside the decision envelope or confidence drops below the floor.
Merge & Dedupe Agent
Executes the case management step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Director, Service Operations when the unit falls outside the decision envelope or confidence drops below the floor.
Reopen Detection Agent
Watches case management continuously. Detects drift, quantifies it, and routes what matters without waiting for a reporting cycle.
ceiling A4 · escalates to Escalates to Director, Service Operations when the unit falls outside the decision envelope or confidence drops below the floor.
Closure Quality Agent
Watches case management continuously. Detects drift, quantifies it, and routes what matters without waiting for a reporting cycle.
ceiling A4 · escalates to Escalates to Director, Service Operations when the unit falls outside the decision envelope or confidence drops below the floor.
Case Policy Agent
Holds the rules that bind every other agent in case management. Versions them, tests them against live decisions, and blocks work that breaches them.
ceiling A4 · escalates to Escalates on any decision that would breach a live policy version, with the clause cited.
Case Management Challenger Agent
Adversarial reviewer for case management. Argues the opposite case on every position and flags where the evidence does not carry the claim.
ceiling A4 · escalates to Escalates when a ratified position is still running against a break condition it flagged.
Estate rating breakdown
Seven control dimensions. Judgment readiness runs against autonomy on purpose.
People
What the humans stopped doing, and what they do now.
Redeployed into exception judgment and supplier relationship work.
Lines running in this sub-function
Each line is a workflow. Click a line to walk it station by station.
Strategy positions this sub-function holds
An agent that only executes is a robot. These are the calls it made, the argument against each one, and what would prove it wrong.
Case Management Operating Position
Rejectedv2Where should the autonomy ceiling for case management sit over the next four quarters, and what evidence would justify moving it?
Hold the ceiling at A4 for case management. Lifecycle mechanics, SLA clocks and dedupe are pure state management. Only genuinely stuck cases surface to a human. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.
confidence
62%
The challenge — Case Management Challenger Agent
Case Management Challenger Agent argues the recommendation leans on 3 quarters of data from a period with no volume shock. The confidence band overlaps the alternative, and the position does not say what it would take to be wrong. Recorded as a dissent, not a block.
Break conditions
- ·Override rate rises above 7 percent for two consecutive months
- ·Cost per case stops falling while volume keeps rising
- ·A control failure in this lane reaches a customer or a regulator
Evidence gaps
- ·No external comparator on a like-for-like unit definition
- ·Exception cases under $48k are sampled, not fully measured
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $123k run rate | Known and priced. Cedes ground if comparators move faster. | live |
| Raise the ceiling one level now | $1388k to build controls | Override rate is 14 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $167k transition | Loses local context. Rework risk on the cases that are hardest to recover. | under review |
Policy register
The rules the agents above are bound by. Version, owner, approver, and the agents each rule constrains.
| Ref | Rule | Scope | Owner agent | Approved by | Version | Status |
|---|---|---|---|---|---|---|
| CS4-POL-200 | Case Management Decision Envelope Agents in this lane may act without a human when the case sits inside the stated value, risk and confidence envelope. Outside it, the unit holds at a gate with a named approver and a running clock. binds 5 agents · APAC | envelope | Case Policy Agent | Director, Service Operations | v2.0 | Active |
| CS4-POL-201 | Case Management Evidence Standard Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. An action with no evidence record is treated as a control failure, not a fast decision. binds 5 agents · LATAM · US | evidence | Case Policy Agent | Director, Service Operations | v2.1 | Superseded |