Sub-function
Customer Advocacy
Owns advocacy asset work end to end inside Marketing. Runs 3 lines across 16 stations, drains the repeatable share into no shared tower, and holds 5 human gates.
Estate rating
BBB
70 / 100
Matching and drafting are agentic. Customer consent is a hard human gate every single time — using a customer name without it is an unrecoverable error.
Agents
8
Lines
3
Units / wk
12,308
Timetable vs actual
20.6h → 19.4h
Cost / unit
$17
was $42
Run-rate saving
$15.5M
annualized at this volume
The 8 agents running this sub-function
Grouped by what they are for, not by where they sit. The agent org is process-shaped.
Advocacy Orchestrator
Owns the customer advocacy lane end to end. Sequences the other agents, holds the timetable, and decides what surfaces to a human.
ceiling A3 · escalates to Escalates to Director, Customer Advocacy when the unit falls outside the decision envelope or confidence drops below the floor.
Advocate Identification Agent
Executes the customer advocacy step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Director, Customer Advocacy when the unit falls outside the decision envelope or confidence drops below the floor.
Reference Matching Agent
Executes the customer advocacy step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Director, Customer Advocacy when the unit falls outside the decision envelope or confidence drops below the floor.
Case Study Drafting Agent
Executes the customer advocacy step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Director, Customer Advocacy when the unit falls outside the decision envelope or confidence drops below the floor.
Review Solicitation Agent
Executes the customer advocacy step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Director, Customer Advocacy when the unit falls outside the decision envelope or confidence drops below the floor.
Advocate Health Agent
Watches customer advocacy continuously. Detects drift, quantifies it, and routes what matters without waiting for a reporting cycle.
ceiling A3 · escalates to Escalates to Director, Customer Advocacy when the unit falls outside the decision envelope or confidence drops below the floor.
Usage Rights Agent
Holds the rules that bind every other agent in customer advocacy. Versions them, tests them against live decisions, and blocks work that breaches them.
ceiling A3 · escalates to Escalates on any decision that would breach a live policy version, with the clause cited.
Customer Advocacy Challenger Agent
Adversarial reviewer for customer advocacy. Argues the opposite case on every position and flags where the evidence does not carry the claim.
ceiling A3 · 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.
Customer Advocacy Operating Position
Ratifiedv2Where should the autonomy ceiling for customer advocacy sit over the next four quarters, and what evidence would justify moving it?
Hold the ceiling at A3 for customer advocacy. Matching and drafting are agentic. Customer consent is a hard human gate every single time — using a customer name without it is an unrecoverable error. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.
confidence
66%
The challenge — Customer Advocacy Challenger Agent
Customer Advocacy Challenger Agent argues the recommendation leans on 2 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 15 percent for two consecutive months
- ·Cost per advocacy asset 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 $53k are sampled, not fully measured
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $645k run rate | Known and priced. Cedes ground if comparators move faster. | not selected |
| Raise the ceiling one level now | $1674k to build controls | Override rate is 13 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $443k transition | Loses local context. Rework risk on the cases that are hardest to recover. | selected |
Ratified 9 months ago. Measured since: cost per advocacy asset rose 11 percent against a forecast that it would fall 31 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 |
|---|---|---|---|---|---|---|
| MK9-POL-200 | Customer Advocacy Decision Envelope Agents in this lane may act without a human when the advocacy asset 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 4 agents · Global | envelope | Usage Rights Agent | Director, Customer Advocacy | v3.7 | Active |
| MK9-POL-201 | Customer Advocacy 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 4 agents · EU · UK · US | evidence | Usage Rights Agent | Director, Customer Advocacy | v3.0 | under review |
| MK9-POL-202 | Customer Advocacy 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, Customer Advocacy owns the response clock. binds 4 agents · US · Canada | escalation | Usage Rights Agent | Director, Customer Advocacy | v4.3 | Active |