Standard operating procedure · CS1B · Customer Service

Self-Service Deflection

Transactional procedure owned by Intake & Routing in Customer Service. 5 numbered steps, 0 of them a person deciding and 5 of them agent work … more

Customer Service manual Service view

Procedure code

CS1B

Transactional

Rule versions in force

v2.1 · v1.0 · v2.5 · v4.5

4 governing rules stacked over it

In force since

2024-12-07

Earliest effective date across those rules

Last reviewed

2026-07-29

Latest review date across those rules

Rules approved by

Director, Service Intake

Rule health

4/4

0 under review · 0 superseded

There is no document register behind this header. The version, the dates and the approver names are read off the governing rules this procedure runs inside, which is the closest thing the estate holds to a document control record. Nobody wrote these procedures. There is no document library behind this page and no Word file anywhere in the estate. Every procedure below is generated from rows this platform already holds: the line and its ordered stations, the owning team and the person accountable for it, the policy items bound to that team, and the governance gates seeded against the function. The steps, the owners, the gates, the approvers, the dwell times and the volumes are read straight off those rows. The sentences that join them together are generated. Read a procedure as the estate describing itself, not as a document somebody signed.

Purpose and scope

What this procedure is for and where it stops

To run self-service deflection to one repeatable standard inside Intake & Routing, part of Customer Service. more

Entry condition

Runs transactional. Starts when a scheduled window opens.

Exit condition

The unit clears escalate on fail. more

In scope

Every unit of self-service deflection raised inside Intake & Routing, from the trigger below through to the final step.
5 of the 5 steps, which run without a person present.
No decision on this line stops for a person; it runs end to end without one.

Out of scope

Anything outside the envelope set by the owning team. With no gate on this line, an out-of-envelope unit is refused rather than held.
Work that belongs to another function. This line records no handoff, so nothing leaves it mid-flow.
The 4 steps carried on the shared AI GBS spine. They are done for this line but not by this function.

Who owns it

Runs the line

Intake Orchestrator

Accountable person

Director, Service Intake

The end of the escalation path. Above them sits Customer Service Chief of Staff for the function.

That team’s remit

Owns contact work end to end inside Customer Service. more

That remit describes the whole team, not this one procedure, so its counts are larger than the ones on this page.

Autonomy

84% now · ceiling 94%

The highest ceiling on the platform. more

The procedure, step by step

5 numbered steps · 0 of them stop for a person

A step is one station on the line. more

No.	Step	Who does it	What happens	System of record	Time on the step	In flight
01	Capture GBSgbs	Omnichannel Capture Agent	Omnichannel Capture Agent performs this step unattended on the shared AI GBS transaction spine, outside the function, inside the envelope its owning team has set, and writes an evidence record naming the actor, the authority it acted under and the digests of what it read and wrote.	Customer Relationship Management	2.7 hrsstandard 5.1 hrs	13
02	Match knowledge GBSgbs	Omnichannel Capture Agent	Omnichannel Capture Agent performs this step unattended on the shared AI GBS transaction spine, outside the function, inside the envelope its owning team has set, and writes an evidence record naming the actor, the authority it acted under and the digests of what it read and wrote.	Customer Relationship Management	2.2 hrsstandard 3.5 hrs	23
03	Offer answer GBSgbs	Omnichannel Capture Agent	Omnichannel Capture Agent performs this step unattended on the shared AI GBS transaction spine, outside the function, inside the envelope its owning team has set, and writes an evidence record naming the actor, the authority it acted under and the digests of what it read and wrote.	Customer Relationship Management	2.1 hrsstandard 2.9 hrs	12
04	Confirm resolved GBSgbs	Omnichannel Capture Agent	Omnichannel Capture Agent performs this step unattended on the shared AI GBS transaction spine, outside the function, inside the envelope its owning team has set, and writes an evidence record naming the actor, the authority it acted under and the digests of what it read and wrote.	Customer Relationship Management	2.6 hrsstandard 4.3 hrs	6
05	Escalate on fail Agentworkflow	Entitlement Check Agent	Entitlement Check Agent performs this step unattended at the workflow layer, inside the envelope its owning team has set, and writes an evidence record naming the actor, the authority it acted under and the digests of what it read and wrote.	Customer Relationship Management	1.0 hrsstandard 2.3 hrs	26

The swimlane

The same steps, laid out by who is holding the work

Three lanes: a person deciding, an agent working, and the shared services spine. more

Person0 stations and 0% of the dwellAgent1 station and 10% of the dwellShared spine4 stations and 90% of the dwell1 crossing between lanes

Human

decides

Agent

does the work

GBS

shared spine

System

attributed by rule

Customer Relationship Management

Click any station to see who does it, what it costs in time, the rule that gates it and the system attributed to it.

Run the procedure

One unit walked along that swimlane on the happy viable agentified path

Press run and a single unit enters at station 01. Each station takes exactly the dwell this platform records for it and is held by whoever the estate says holds it. more

speed

worked clock

00:00

allowance clock

00:00

stations cleared

0/5

the happy path, worked time0 min of 11 hrs

the same run against its allowance0 min of 18 hrs

Human

decides · 0

Agent

does the work · 1

GBS

shared spine · 4

run log

Nothing has happened yet. more

where the worked time goes11 hrs a unit

Agent1.0 hrs · 10%Shared spine9.6 hrs · 90%1 crossing between lanes

what makes this path viable

The lanes are the recorded lanes. 0 of the 5 stations stop for a person and every one of them still does on this run.
There is no decision point on this procedure, so nothing was waived to make the run clean.
The owning team is held to a 94% autonomy ceiling and this run sits at 100% unattended, inside it.
1 system is attributed across the stations, and 0 of them are connected. Nothing in this run has been watched executing against a real system of record.

what would have to change

This procedure stops for nobody. more

what this run is, and what it is not

This is a run, not a forecast. more

Happy means nothing goes wrong: no station raises an exception, no gate sends the unit back, no rework loop fires and nothing sits in a queue between stations. more

The second clock is the allowance. more

A decision may be handed to the agent lane only if two things hold … more

The run reads the station rows only. more

What this run does not model: arrival patterns, contention between procedures for the same person, shift patterns, weekends, learning curves, and the cost of anything. more

Run it again, going wrong

The same unit, the same stations, broken the way the estate already records breaking

This is the same unit on the same stations, breaking. more

No break below was chosen. more

One play head, two tracks, the same scale. The clean run stops when it runs out of stations; the other one keeps going.

As written

5 stations, nothing waiting, nothing sent back

0 min of 11 hrs

now Capture · Omnichannel Capture Agent · 2.7 hrs

As the ledger has it

the same stations, plus 2 categories the estate already counts

0 min of 12 hrs

now Capture · Omnichannel Capture Agent · 2.7 hrs

personagentshared spinework the break addsnobody working it

What breaks, and where it is counted

No break below was chosen. more

What the two runs say together

2 counted categories land on this procedure. more

What this run cannot claim

These breaks are shown together on one unit so the shape of a bad day fits on one screen. more

Two clocks run. Worked time is the sum of the time the work is actually being done … more

Roles and responsibilities

4 named parties

The responsibility grid is assigned by a rule, not lifted from a chart. more

Party	RACI	Steps	Duty	Escalates to
Intake Orchestrator orchestrator	Runs the line	0	Sequences this line, holds its timetable and decides what has to surface to a person. more	Raises to Director, Service Intake when a unit falls outside the envelope or confidence drops below the floor.
Omnichannel Capture Agent agent A4% autonomy · ceiling A4% 97% clean · 6% overridden	Responsible	4	Runs the repeatable portion of intake & routing inside the shared transaction spine at spine cost and spine controls.	Escalates to Director, Service Intake when the unit falls outside the decision envelope or confidence drops below the floor.
Entitlement Check Agent agent A2% autonomy · ceiling A4% 90% clean · 12% overridden	Responsible	1	Holds the rules that bind every other agent in intake & routing. more	Escalates on any decision that would breach a live policy version, with the clause cited.
Director, Service Intake person	Accountable	0	Accountable for this procedure and for the envelope the agents run inside. more	The end of the escalation path for this line.

Decision points and escalation

0 places this procedure stops

This procedure has no decision point. more

Handoffs out of this procedure

Nothing leaves this procedure for another function. It completes inside Intake & Routing.

The rules this procedure runs inside

4 governing rules

Intake & Routing Decision Envelope

active

CS1-POL-200 · envelope · vv2.1

Agents in this lane may act without a human when the contact sits inside the stated value, risk and confidence envelope. more

Approved by Director, Service Intake · in force 2026-01-05 · reviewed 2026-06-17

Binds Omnichannel Capture Agent, Intent Classification Agent, Language & Locale Agent, Priority Scoring Agent, Deflection Agent, Routing Agent

APAC

Intake & Routing Evidence Standard

active

CS1-POL-201 · evidence · vv1.0

Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more

Approved by Director, Service Intake · in force 2025-04-26 · reviewed 2026-07-29

Binds Omnichannel Capture Agent, Intent Classification Agent, Language & Locale Agent, Priority Scoring Agent, Deflection Agent, Routing Agent

EU · UK

Intake & Routing Escalation Rule

active

CS1-POL-202 · escalation · vv2.5

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. more

Approved by Director, Service Intake · in force 2026-06-15 · reviewed 2026-04-19

Binds Omnichannel Capture Agent, Intent Classification Agent, Language & Locale Agent, Priority Scoring Agent, Deflection Agent, Routing Agent

APAC

Intake & Routing Autonomy Ceiling

active

CS1-POL-203 · ceiling · vv4.5

The ceiling for this lane is 94 on the platform scale. more

Approved by Director, Service Intake · in force 2024-12-07 · reviewed 2026-06-07

Binds Omnichannel Capture Agent, Intent Classification Agent, Language & Locale Agent, Priority Scoring Agent, Deflection Agent, Routing Agent

EU · UK · US

Systems this procedure touches

1 named · 0 connected

System attribution is a rule, not a reading. more

System	Vendor	Domain	Criticality	Steps	Connection
Customer Relationship Management	Salesforce Sales Cloud	crm	critical	5	modeled

0 of the 1 systems on this procedure is connected to the platform, and none of the twenty-six in the estate register is. 1 of them are marked as taking a write back, which is a property of the system, not a live path from here.

How it performs

End to end

10.6 hrs

Summed from the time each step sits, standard 18.1 hrs — running at 59% of the standard.

Touchless

92%

Agent share

100%

A week

463

In flight

Effort a week

0 human minutes · 635 agent minutes

Volume multiplied by the time on each step. more

Assurance over this procedure

4 governance gates sit above it

The twenty-four controls and eighteen exception classes in this platform are held at estate level … more

Gate	What trips it	Who releases it	Clock	Waivable
Refund or remedy above $500 approval	Any single remedy exceeding $500 in customer value	Service manager	4 business hours	No
Vulnerability or hardship indicator escalation	Any signal of hardship, bereavement, distress or safety risk	Trained human specialist	Immediate	No
Legal complaint or regulatory reference escalation	Any legal threat, regulator mention or formal complaint	Legal and service leadership	2 hours	No
Departure from published remedy approval	Any resolution outside the published remedy catalog	Service manager	1 business day	No

Next to it on the same team

Intake & Routing

Contact to Routed Case

CS1A

Surge Absorption

CS1C

All of Customer Service

What this document is and is not

These procedures describe the modeled estate. more

Actions

What is waiting on a person

What one procedure document gives you, and what to check before you treat it as the standard.

151

named approvers appear across the library

Every decision point on every procedure carries a job title, not a queue. more

143

steps in the library hand their unit to another function

A handoff is where a procedure stops being one team’s problem. more

controls exist in the estate, and they belong to no procedure in particular

Controls and exception classes are held estate-wide. more

Operations

What this desk is allowed to start

A surface that only reports is not operable. more

Trigger and bound

A procedure document prints purpose, scope, entry and exit, the numbered steps with the actor on each, the roles and their RACI position, the swimlane, the decision points and escalation, the handoffs, the governing rules with version and approver, the systems by rule and the timings. more

Live observability

What the record shows right now

The whole library, by lane, so a single document can be read against the estate it came from. more

Current distribution

2,748 steps

Agent, inside the function1,38951%

Agent, on the shared spine85131%

Person deciding at a gate50818%

Is policy and strategy coming to fruition

Whether the written intent is holding here

Half. The document is complete and every actor on it is measured more

Not holding on the record

A procedure here carries a version, an approver, an in-force date and a last-review date. more