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Agent assist & compliance coaching panel
ID MOD-083
System SD08
Repo bank-app
Build status Not started
Deployed No

The agent assist and compliance coaching panel is a real-time compliance overlay embedded in the back-office interface that surfaces policy obligations, disclosure scripts, and behavioural prompts to operators during customer interactions.

Purpose

Back-office operators handling inbound calls, live chats, and case escalations must navigate complex disclosure requirements, IDR complaint procedures, vulnerable customer protocols, and product suitability rules simultaneously. Without real-time guidance, compliance relies on training recall — creating a risk of disclosure omission, incorrect product advice, or missed vulnerability indicators. This panel makes the relevant obligation visible at the moment it applies.

What it does

  • Contextual compliance prompts — as the operator navigates the customer 360 view (MOD-074), the panel reads the interaction context (product being discussed, complaint flag, vulnerability markers, channel) and surfaces the relevant policy obligations from the compliance engine
  • Disclosure scripts — for interactions involving fee disclosure (CON-005), responsible lending disclosure (CRE-002), or FX spread disclosure (PAY-004), the panel provides the required disclosure language that the operator must deliver — with a confirmation checkbox before proceeding
  • IDR workflow prompts — when an interaction is flagged as a complaint (CON-002), the panel displays the IDR SLA countdown, required acknowledgement steps, and escalation paths; operators cannot close a complaint interaction without confirming the disclosure steps
  • Vulnerability indicators — when the customer record carries a vulnerability flag (CON-003), the panel surfaces the required special handling protocol
  • Coaching log — every prompt surfaced, dismissed, or confirmed is logged against the interaction record for training quality review and regulatory evidence

What it does not do

This panel does not make automated compliance decisions. It surfaces obligations and records confirmation — the operator remains responsible for the interaction. Automated policy enforcement (account restrictions, payment blocks) is handled by the respective transaction-path modules.

Module dependencies

Depends on

Module Title Required? Contract Reason
MOD-074 Back-office customer 360 Required — Agent assist panel is embedded alongside the back-office customer 360 view and shares the same customer context.
MOD-047 Agent action logger Required — Compliance coaching nudge events and agent interaction records are logged via the agent action logger.
MOD-104 AWS shared infrastructure bootstrap Required — AWS shared infrastructure provisioned by MOD-104 (EventBridge buses, S3, KMS, Kinesis, Cognito) is required before this module can be deployed.
MOD-103 Neon database platform bootstrap Required — Neon database and schema provisioned by MOD-103 must exist before this module can read or write Postgres.

Required by

Module Title As Contract
MOD-109 Product deal engine Hard dependency —

Policies satisfied

Policy Title Mode How
CON-002 Complaints & Internal Dispute Resolution Policy AUTO IDR complaint obligations surfaced to the agent in real time during a customer interaction — script prompts ensure required disclosures are not omitted.
GOV-007 Conflicts of Interest Policy AUTO Compliance coaching nudges are logged against the interaction record — training and coaching evidence is available for regulatory review.

Capabilities satisfied

Capability Title Mode How
CAP-130 Agent assist panel (real-time compliance coaching) AUTO Surfaces real-time compliance prompts, required disclosure scripts, and policy obligation reminders alongside the customer 360 view during a back-office interaction — warnings are raised when an agent action would violate a policy control.

Part of SD08 — Customer App & Back Office Platform Compiled 2026-05-22 from source/entities/modules/MOD-083.yaml