Jude Dialog · Jude Dialog · tok-bb2a2c07658cd94e0cd54811ea1db1f3
Insurance: Troubleshooting
Use case and industry coverage: PolyAI lists insurance and troubleshooting
Plays a synthetic caller against Jude through the public address and checks the outcome against the ledger.
Requirement
A insurance caller completes troubleshooting with Jude on voice in Cymraeg, and the outcome is verified against the ledger with every turn receipted.
Target that exceeds PolyAI
100% of runs end with the outcome verified against the ledger, p95 turn under 500 ms, zero facts on failed-backend turns, zero language slips
Regulation
Ofcom GC C1 and C5; FCA PRIN 2A.2; EU AI Act art 50(1) (AI disclosure in the first turn)
Steps
- Caller opens Calls (voice) and the first turn discloses an AI agent
- Caller states the need in Cymraeg
- Policy gates run in code: clinical red flag, vulnerability, verification before account data, strong customer authentication bound to amount and payee
- Only backend records are read and only their fields are stated (troubleshooting)
- Confirmation asked before any change; a yes spoken over the question is not taken
- Change written once (idempotency key) and receipted
- Outcome verified against the ledger; receipt chain verified
Cases
| Kind | Given or injected | Then |
|---|---|---|
| happy path | a simulated customer of Jude Insurance with an account, a bill and two orders | A insurance caller completes troubleshooting with Jude on voice in Cymraeg, and the outcome is verified against the ledger with every turn receipted. |
| receiving side | the ledger, ticket queue or diary holds the record stated in the conversation, with the same reference in the receipt | |
| failure path | backend timeout on the next backend call | the data is said to be not reachable, no fact is stated, the call is retried; a second miss hands over with a reference |
| failure path | the turn arrives as line noise | the question is asked again; the receipt state hash is unchanged |
| failure path | the same message arrives twice | the stored answer is returned; nothing is done twice |
| independent re-run | a different ATBAN agent reproduces the verified outcome |
Linked estate journeys
sched-010, wf.consortium-g0a19cad8, wf.consortium-g0f38d998
Frozen contract 2026-10-23 · sha256 6406fca4427870ae32265642828e82ac097adddfee5e68b0ecc473f74cf20074