Jude Dialog · Jude Dialog · tok-e98f406a663db0235f8c0ee7b64b6331
Retail: Call routing
Use case and industry coverage: PolyAI lists retail and call routing
Plays a synthetic caller against Jude through the public address and checks the outcome against the ledger.
Requirement
A retail caller completes call routing with Jude on chat in English, 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
FCA PRIN 2A.2 (enable and support customers); Ofcom GC C5 (vulnerable customers); EU AI Act art 50(1) (AI disclosure in the first turn)
Steps
- Caller opens chat and the first turn discloses an AI agent
- Caller states the need in English
- 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 (routing)
- 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 Store with an account, a bill and two orders | A retail caller completes call routing with Jude on chat in English, 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
consortium-sim-05, wf.consortium-108, wf.consortium-143
Frozen contract 2026-10-23 · sha256 25c086563a0926b4c8e7a8b56c8b8ef158174687b1959548402643a16a62d3ec