Sub-function
Intake & Routing
Owns contact work end to end inside Customer Service. Runs 3 lines across 16 stations, drains the repeatable share into the O2C tower, and holds 0 human gates.
Estate rating
AA
83 / 100
The highest ceiling on the platform. Classification, entitlement and routing are fully machine-decidable and every misroute is self-correcting within one hop.
Agents
10
Lines
3
Units / wk
4,225
Timetable vs actual
7.6h → 8.2h
Cost / unit
$6.72
was $26
Run-rate saving
$4.3M
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.
Intake Orchestrator
Owns the intake & routing 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 Intake when the unit falls outside the decision envelope or confidence drops below the floor.
Omnichannel Capture Agent
Runs the repeatable portion of intake & routing inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Director, Service Intake when the unit falls outside the decision envelope or confidence drops below the floor.
Priority Scoring Agent
Runs the repeatable portion of intake & routing inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Director, Service Intake when the unit falls outside the decision envelope or confidence drops below the floor.
Routing Agent
Runs the repeatable portion of intake & routing inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Director, Service Intake when the unit falls outside the decision envelope or confidence drops below the floor.
Intent Classification Agent
Executes the intake & routing step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Director, Service Intake when the unit falls outside the decision envelope or confidence drops below the floor.
Language & Locale Agent
Executes the intake & routing step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Director, Service Intake when the unit falls outside the decision envelope or confidence drops below the floor.
Deflection Agent
Executes the intake & routing step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Director, Service Intake when the unit falls outside the decision envelope or confidence drops below the floor.
Entitlement Check Agent
Holds the rules that bind every other agent in intake & routing. 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.
Intake Policy Agent
Holds the rules that bind every other agent in intake & routing. 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.
Intake & Routing Challenger Agent
Adversarial reviewer for intake & routing. 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.
Roles held flat; released hours absorbed volume growth rather than headcount reduction.
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.
Intake & Routing Operating Position
Supersededv4Should contact work stay in the shared transaction spine, or come back inside the function where the context lives?
Hold the ceiling at A4 for intake & routing. The highest ceiling on the platform. Classification, entitlement and routing are fully machine-decidable and every misroute is self-correcting within one hop. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.
confidence
67%
The challenge — Intake & Routing Challenger Agent
Intake & Routing Challenger Agent argues the recommendation leans on 4 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 16 percent for two consecutive months
- ·Cost per contact 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 $7k are sampled, not fully measured
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $643k run rate | Known and priced. Cedes ground if comparators move faster. | live |
| Raise the ceiling one level now | $1780k to build controls | Override rate is 5 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $417k 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 |
|---|---|---|---|---|---|---|
| CS1-POL-200 | Intake & Routing Decision Envelope Agents in this lane may act without a human when the contact 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 6 agents · APAC | envelope | Entitlement Check Agent | Director, Service Intake | v2.1 | Active |
| CS1-POL-201 | Intake & Routing 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 6 agents · EU · UK | evidence | Entitlement Check Agent | Director, Service Intake | v1.0 | Active |
| CS1-POL-202 | Intake & Routing Escalation Rule Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. Director, Service Intake owns the response clock. binds 6 agents · APAC | escalation | Entitlement Check Agent | Director, Service Intake | v2.5 | Active |
| CS1-POL-203 | Intake & Routing Autonomy Ceiling The ceiling for this lane is 94 on the platform scale. The highest ceiling on the platform. Classification, entitlement and routing are fully machine-decidable and every misroute is self-correcting within one hop. The ceiling is a governance decision, not a technical limit, and only Director, Service Intake can propose moving it. binds 6 agents · EU · UK · US | ceiling | Entitlement Check Agent | Director, Service Intake | v4.5 | Active |