A bank lets an agent offer the standard repayment arrangements of its forbearance policy in a conversation, on arrears up to €2,500, under mandate CO-03.4. On 19 September the third referral in seven days for the same reason, a support flag set during the day that the agent’s overnight copy of the customer file does not hold, narrows the mandate to recommend. An offer permitted two minutes earlier is in the messaging service’s next five-minute batch. A customer who was handed over on 15 September has written to ask what the system did with what she told it. The room decides what happens next.
The collections case of the control plane map: conversation 2214 and the referral of conversation 2219, the file as at 07:00 against the record at 09:40, mandate CO-03, rules R-11 and R-11V, and the loop that narrows on the third referral. The dossier adds the offer in the message queue and the customer who asks.
The bank contacts about 120,000 customers a year who have missed a payment; about 48,000 conversations pass through the agent, some 190 a working day, twice that after a long weekend. Under CO-03.4 the agent takes income and spending in the conversation, offers one of three standard arrangements from an approved template, and asks the messaging service to send; the service sends offers in batches every five minutes. Rule R-11 narrows the mandate after three referrals for one reason in seven days; R-11V narrows it at once if an offer is found sent to a customer with a support flag. The agent reads a copy of the customer file refreshed overnight; the specialist support team sets flags during the day.
| Claim | Source | Owner | Valid |
|---|---|---|---|
| C-5633 has a support flag: specialist support, no standard arrangement | customer record, 19.09 08:30, specialist support team | the specialist support team | from 08:30 on 19.09 |
| C-5633 has no support flag | the agent’s copy of the file, 19.09 07:00 | the customer data team | to 08:30, superseded |
| A customer with a support flag is handed to the support team before any offer | forbearance policy v7 §4; mandate CO-03 conditions | Head of Collections | in force |
| RA-2 is a reduced payment for up to six months, no fee waived | forbearance policy v7 §6.2 | Head of Collections | in force |
| The customer is told she is talking to an AI system, and can ask for a person at any point | the AI Act, Article 50, as the bank reads it; conduct rules | compliance | in force |
The customer record is the binding source for what the bank knows about the customer. The claims are what the agent may use, each traced to its entry; where the copy and the record disagree, the record wins, and the copy is corrected.
The messaging service holds the credential to send, and sends only an offer that carries the check’s permit. The agent cannot send; it can only ask.
“On Tuesday morning your app asked me about my income and my spending and I told it everything. Then it said it was passing me to a colleague, and a person called and agreed a payment break, which I am grateful for. But what happened to what I typed? Was the app a computer? Did it decide anything about me, and did my job loss go anywhere? I was told nothing about why I was passed on. I would like a person to explain.”
The fourteen fields of the record line (part three, slide 9), filled for this act; Exhibit E on page 4 continues the record on the day of the dossier.
| Field | What it holds | Conversation 2214 · the clean act |
|---|---|---|
| Before the act · what the check read | ||
| when | the second the check decided, and the second the act committed | decided 14.09.2026 10:07:03 · committed 10:10:00, the messaging batch · delivered 10:10:04 |
| the agent and its identity | which agent, acting for whom, under its own identity, and how long its credential lived | collections-agent-05, acting for Collections · its own identity · token issued 10:02:14, valid 15 minutes · disclosed as an AI system at 10:02:20, in the first line of the conversation, the customer told she can ask for a person |
| the release | the release id, each model by version and hash, the prompt set, the validation report | v1.3 · tier-1 model 2026.06.1 (7c41e0) · tier-2 model 2026.05.2 (e9a3b7) · prompt set collections-talk 1.3, with the may-not-say list · validated by model risk, MRV-047, 20.07.2026 |
| the basis | each claim the act relied on, its version, and its standing at that second on both axes: evidential warrant, and authority | Customer C-5521 carries no support flag · the customer record as at 10:07 on 14.09 · read through the check · warrant validated · current to the second · authority: the specialist support team, who set and lift flags · the customer data teamC-5521 has €95 a month left after essential spending · the conversation, 10:06 · the customer’s own figures · warrant provisional · the customer’s own statement, unverified · authority: the customerA reduced payment for up to six months on arrears to €2,500 is a standard arrangement, RA-2 · forbearance policy v7 §3 · template RA-2-T3 · warrant foundational · in force · authority: the Head of Collections, with conduct risk |
| the mandate version | the mandate in force at that second, with its level and its limit | CO-03.4 · since 01.08.2026 · decide · standard arrangements RA-1 to RA-3 · arrears to €2,500 · €400,000 of arrears under new offers a day across the deployment |
| the control standard | the control standard version and the rule set the check applied | CS-11 v2026.2 · rule set RS-CO-03 r5 |
| the consequence tier | the tier the act was classified into, and the version of the taxonomy that classified it | routine · taxonomy CT-2026.1 · a standard arrangement on arrears of €240, one customer, withdrawable, no fee, no money moved |
| At the act · what the check decided | ||
| the check’s decision | permit, refer, or block, how many of the six inputs held, and the reason code | PERMIT · six of six · reason code OK |
| the exact act | what was done, to whom, for how much, under which id, once | send offer RA-2-T3 to C-5521 in conversation 2214 · €85 a month for six months · M2214-O1 · once |
| the permit | its id and what it was bound to: the mandate version, the release, the basis version, the exact act; and how long it held | PR-2214-1 · bound to CO-03.4, release v1.3, the customer record as at 10:07 and policy v7, the exact text of RA-2-T3 · valid for the next messaging batch |
| After the act · what came back | ||
| the receipt | what the receiving system returned, and the reconciliation against it: one permit, one act, one receipt | D-2214 · delivered by the messaging service 10:10:04 · reconciled against the messaging log and the loan system: one permit, one message, one receipt |
| the human decision | where a person decided: who, under which authority, what they confirmed, and when | none needed |
| the cost | what the decision cost in tokens, and in a person’s time where one was needed | €0.24 in tokens · no specialist time |
| retention | how long the record, the manifest, and the permits are kept, and personal data inside them by its purpose | the record, the manifest, and the permits: six years from the end of the arrangement, the period the bank sets for conduct decisions of this tier (illustrative) · the conversation and the personal data in it by purpose and retention rule · a corrected fact is a new, linked entry |
control standard CS-11, version 2026.2 · rule set RS-CO-03 r5: refer any flag, any open complaint, any legal action, any offer outside RA-1 to RA-3, any mismatch of basis · CT-2026.1 · the bank’s consequence taxonomy · proposed by the CRO with conduct risk and Collections, set by the board, 06.2026 · ids and figures invented
The fourteen fields of the record line (part three, slide 9), filled for this act; Exhibit E on page 4 continues the record on the day of the dossier. The agent’s line and the person’s are marked O2 and S1.
| Field | What it holds | Conversation 2219 · the referral |
|---|---|---|
| Before the act · what the check read | ||
| when | the second the check decided, and the second the act committed | O2 referred 15.09.2026 10:07:11S1 decided 15.09.2026 10:12:40 · message delivered 11:20 · the arrangement recorded 11:22 |
| the agent and its identity | which agent, acting for whom, under its own identity, and how long its credential lived | O2 collections-agent-05, acting for Collections · its own identity · token valid 15 minutes · disclosed as an AI system at 09:58:04, in the first line of the conversation, the customer told she can ask for a personS1 specialist S-061, the specialist support team · her own login |
| the release | the release id, each model by version and hash, the prompt set, the validation report | O2 v1.3 · tier-1 model 2026.06.1 (7c41e0) · tier-2 model 2026.05.2 (e9a3b7) · prompt set collections-talk 1.3S1 none · a person took the conversation over |
| the basis | each claim the act relied on, its version, and its standing at that second on both axes: evidential warrant, and authority | Customer C-5538 carries no support flag · declared: the file as at 07:00 on 15.09, the nightly copy · superseded at 09:40 · warrant fails on currency · contradicted by the customer record · authority: the customer data teamCustomer C-5538 is flagged for specialist support since 09:40 on 15.09 · applicable: the customer record · set by the specialist support team at 09:40 · read by the check at 10:07 · warrant validated · current · authority: the specialist support teamA flagged customer receives no standard arrangement from the agent · mandate CO-03.4, the never-to line · forbearance policy v7 §8 · warrant foundational · in force · authority: the Head of Collections, with conduct risk |
| the mandate version | the mandate in force at that second, with its level and its limit | O2 CO-03.4 · decide · RA-1 to RA-3 · arrears to €2,500S1 the specialist’s authority · payment breaks and bespoke plans · the forbearance procedure |
| the control standard | the control standard version and the rule set the check applied | CS-11 v2026.2 · rule set RS-CO-03 r5 |
| the consequence tier | the tier the act was classified into, and the version of the taxonomy that classified it | critical · taxonomy CT-2026.1 · a customer flagged for specialist support: never the agent; a specialist decided it |
| At the act · what the check decided | ||
| the check’s decision | permit, refer, or block, how many of the six inputs held, and the reason code | O2 REFER · five of six · reason code BASIS-01: declared file 07:00, record 09:40 with a support flag · owner: specialist supportS1 ARRANGE · the specialist’s decision |
| the exact act | what was done, to whom, for how much, under which id, once | O2 proposed: offer RA-2 at €85 a month for six months to C-5538 · M2219-O2 · never sentS1 a three-month payment break for C-5538 on loan L-3417 · M2219-S1 · once |
| the permit | its id and what it was bound to: the mandate version, the release, the basis version, the exact act; and how long it held | O2 none · the conversation went to the specialist, with a holding message that promised a person and no arrangementS1 none needed · a person’s arrangement, recorded in the loan system |
| After the act · what came back | ||
| the receipt | what the receiving system returned, and the reconciliation against it: one permit, one act, one receipt | O2 noneS1 D-2219 · the specialist’s message delivered 11:20 · the payment break recorded in the loan system 11:22 · reconciled: one arrangement, one record |
| the human decision | where a person decided: who, under which authority, what they confirmed, and when | O2 none yet · referred to a person with the reasonS1 specialist S-061 took the conversation over at 10:12 and agreed a three-month payment break |
| the cost | what the decision cost in tokens, and in a person’s time where one was needed | O2 €0.24 in tokensS1 €7.33 of a specialist’s time |
| retention | how long the record, the manifest, and the permits are kept, and personal data inside them by its purpose | the record, the manifest, and the permits: six years from the end of the arrangement, the period the bank sets for conduct decisions of this tier (illustrative) · the conversation and the personal data in it by purpose and retention rule · a corrected fact is a new, linked entry |
ids and figures invented; the control standard and the taxonomy are on the page before