Complaint Triage Agent
Triages customer complaints from the contact centre, branches, email and the app. It classifies each complaint into the Bank's complaint categories aligned to BNM complaint reporting, sets urgency, spots fraud and scam signals, drafts an acknowledgement in the customer's language and routes the case to the owning team. Handles English, Bahasa Malaysia and Manglish.
Ownership and sensitivity
Who approves access
- Owner, Contact Centre, Siti Hajar Ismail
Business-sensitive. Models and data products scoped to named business units.
Entitlement per business unit, approved by the owner; conditions attach.
- Customer PII
- Contains or processes personal data about customers (PDPA 2010).
- GenAI
- Generates text; prompt screening for customer data and output review apply.
Tools
- Complaint classification (complaint-classifier)
- Gemini on Vertex AI (policy-rag-copilot)
- BigQuery read (complaints-corpus)
- Complaints management system: case router
Data access scope
- Read-only: new complaint cases and the customer's last 12 months of complaint history
- Write: category, urgency and draft acknowledgement to the complaint case
- No access to account balances or transaction detail
Guardrails
- Any mention of unauthorised transactions or scams is escalated to Financial Crime as Critical, regardless of model confidence
- Classifier confidence below 0.75 sends the case to a human triage officer
- Acknowledgements never promise a refund, a waiver or an outcome
- Customer names and account numbers masked in logs
Human-in-the-loop
- Triage officer reviews every Critical and High case before routing
- Acknowledgements on complaints about staff conduct are sent only after a supervisor approves them
- Weekly calibration review of 50 sampled cases by Customer Experience
Orchestration
Every tool call is scoped by the declared data access above; the orchestrator cannot reach systems outside it. Owning business unit: Group Operations.
Live demo run
Watch the agent execute a real scenario step by step, every tool call, validation, and human checkpoint is traced and auditable. Typical run: ~8.0s.
Audit
Updated 2026-07-20. Run traces retained 24 months for audit under the platform governance policy.
Community · 0 threads
Questions, findings and requests from the business units that use this asset. Owners reply here; threads with upvotes surface to the owning team's inbox.