Sub-function
Tier-1 Resolution
Owns case work end to end inside Customer Service. Runs 3 lines across 18 stations, drains the repeatable share into the O2C tower, and holds 2 human gates.
Estate rating
A
80 / 100
Agents resolve the long tail end to end inside a value envelope. Credits above the envelope, and any account closure, hold for a human.
Agents
10
Lines
3
Units / wk
3,499
Timetable vs actual
8.6h → 9.2h
Cost / unit
$15
was $44
Run-rate saving
$5.2M
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.
Tier-1 Resolution Orchestrator
Owns the tier-1 resolution 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, Tier-1 Service when the unit falls outside the decision envelope or confidence drops below the floor.
Answer Composition Agent
Runs the repeatable portion of tier-1 resolution inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Director, Tier-1 Service when the unit falls outside the decision envelope or confidence drops below the floor.
Billing Query Agent
Runs the repeatable portion of tier-1 resolution inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Director, Tier-1 Service when the unit falls outside the decision envelope or confidence drops below the floor.
Handoff Agent
Runs the repeatable portion of tier-1 resolution inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Director, Tier-1 Service when the unit falls outside the decision envelope or confidence drops below the floor.
Account Action Agent
Executes the tier-1 resolution step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Director, Tier-1 Service when the unit falls outside the decision envelope or confidence drops below the floor.
Order Status Agent
Executes the tier-1 resolution step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Director, Tier-1 Service when the unit falls outside the decision envelope or confidence drops below the floor.
Refund & Credit Agent
Holds the rules that bind every other agent in tier-1 resolution. 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.
Tier-1 Policy Agent
Holds the rules that bind every other agent in tier-1 resolution. 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.
Sentiment Monitor Agent
Watches tier-1 resolution continuously. Detects drift, quantifies it, and routes what matters without waiting for a reporting cycle.
ceiling A4 · escalates to Escalates to Director, Tier-1 Service when the unit falls outside the decision envelope or confidence drops below the floor.
Tier-1 Resolution Challenger Agent
Adversarial reviewer for tier-1 resolution. 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 control design and independent testing.
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.
Tier-1 Resolution Operating Position
Ratifiedv4Is the current cost per case defensible against external comparators once inference spend is counted in full?
Hold the ceiling at A4 for tier-1 resolution. Agents resolve the long tail end to end inside a value envelope. Credits above the envelope, and any account closure, hold for 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
63%
The challenge — Tier-1 Resolution Challenger Agent
Tier-1 Resolution Challenger Agent argues the recommendation leans on 5 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 8 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 independent test of the control evidence behind the touchless rate
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $547k run rate | Known and priced. Cedes ground if comparators move faster. | not selected |
| Raise the ceiling one level now | $376k to build controls | Override rate is 6 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $967k transition | Loses local context. Rework risk on the cases that are hardest to recover. | selected |
Ratified 9 months ago. Measured since: cost per case fell 23 percent against a forecast of 23 percent.
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 |
|---|---|---|---|---|---|---|
| CS2-POL-200 | Tier-1 Resolution 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 · Global | envelope | Refund & Credit Agent | Director, Tier-1 Service | v5.8 | Active |
| CS2-POL-201 | Tier-1 Resolution 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 · US · Canada | evidence | Refund & Credit Agent | Director, Tier-1 Service | v3.1 | Active |
| CS2-POL-202 | Tier-1 Resolution 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, Tier-1 Service owns the response clock. binds 5 agents · EU · UK · US | escalation | Refund & Credit Agent | Director, Tier-1 Service | v5.6 | Active |
| CS2-POL-203 | Tier-1 Resolution Autonomy Ceiling The ceiling for this lane is 90 on the platform scale. Agents resolve the long tail end to end inside a value envelope. Credits above the envelope, and any account closure, hold for a human. The ceiling is a governance decision, not a technical limit, and only Director, Tier-1 Service can propose moving it. binds 5 agents · EU · UK · US | ceiling | Refund & Credit Agent | Director, Tier-1 Service | v4.3 | under review |