AI that is accountable, in the most demanding industries.

Situation

A customer has a payment about to fall due or already past due and needs an option that works for them, without pressure.

How it is resolved

1. Abbie introduces herself as the institution's artificial intelligence assistant and verifies identity.
2. She checks the balance in the collections system, which is the authorized source.
3. She offers only the approved options and, if the customer accepts, records the promise or generates the payment link.
4. If she detects vulnerability or the customer asks, she transfers to a person with the full context.

Abbi Actions

Verify identity · Generate payment link · Record promise to pay

Controls

Contact hours permitted by regulation · No pressure or threats · Does not make up amounts, deadlines or rates · Credit decisions belong to the institution; Abbie informs, records and escalates

Verifiable outcome

The promise the customer heard matches the one saved in the system.

Situation

A customer in arrears asks to restructure their debt. The agreement requires conditions that must be met before it is signed.

How it is resolved

1. Abbie identifies the request and verifies the conditions approved for the case.
2. If the case exceeds her mandate, she hands it to a human agent with the full context.
3. Caddie guides that person, prepares the agreement and blocks the closing if a mandatory requirement is missing.
4. The human agent authorizes; the agreement and its document are recorded.

Abbi Actions

Generate agreement · Send document

Controls

Mandatory requirements verified before closing · Exceptions only with explicit, traceable permission · Credit decisions belong to the institution; Abbie informs, records and escalates

Verifiable outcome

Every agreement has its evidence: conditions, authorization and document sent.

Situation

A customer calls because they don't recognize a charge. The human agent must follow the procedure and provide a reference number.

How it is resolved

1. Caddie gathers the context the human agent has access to and recommends the next step, with its source.
2. He keeps the checklist of the current procedure.
3. He prevents the interaction from being closed if the dispute reference number has not yet been generated.

Abbi Actions

Create ticket · Verify identity

Controls

Closing blocked without a reference number · Distinguishes what is confirmed from what is pending confirmation · Credit decisions belong to the institution; Abbie informs, records and escalates

Verifiable outcome

No dispute is closed without its ticket and its reference number.

Situation

A policyholder needs to pay or renew their policy and wants to do it on the contact channel they already use.

How it is resolved

1. Abbie verifies identity and checks the policy status in the insurer's system.
2. She reports only what the current source says.
3. She generates the payment link or sends the renewal document.

Abbi Actions

Verify identity · Generate payment link · Send document

Controls

Does not make up coverages, premiums or deadlines · Escalates to a person when the case requires it · Coverage decisions belong to the institution; Abbie informs, records and escalates

Verifiable outcome

The payment or the delivery is recorded with its reference.

Situation

A policyholder reports an event or asks about the status of an open claim.

How it is resolved

1. Abbie records the report with the data the process needs.
2. She creates the ticket and provides the tracking number.
3. In later inquiries, she reports the status from the system, not from her memory.

Abbi Actions

Create ticket · Schedule appointment

Controls

Minimal data · Escalation in cases of distress or bereavement · Coverage decisions belong to the institution; Abbie informs, records and escalates

Verifiable outcome

Every report has a ticket and its tracking number.

Situation

A complaint must be recorded with all its data and within the deadline set by the procedure.

How it is resolved

1. Caddie shows the human agent the mandatory data for the complaint.
2. He alerts when information is missing and blocks incomplete records.
3. At closing, he leaves the quality evaluation of the interaction for human review.

Abbi Actions

Create ticket · Send document

Controls

Incomplete records blocked · Quality evaluation checked against human review · Coverage decisions belong to the institution; Abbie informs, records and escalates

Verifiable outcome

No complaint is recorded without its mandatory data.

Situation

A patient wants to schedule, confirm or change an appointment outside office hours.

How it is resolved

1. Abbie checks availability in the scheduling system.
2. She schedules, confirms or reschedules the appointment and sends the confirmation.
3. She does not give diagnoses or medical advice: she transfers to a person when the conversation requires it.

Abbi Actions

Schedule appointment · Send document

Controls

States nothing outside authorized sources · Escalation in cases of distress, illness or confusion · Decisions on access to services belong to the institution; Abbie informs, records and escalates

Verifiable outcome

The appointment confirmed to the patient is the same one recorded in the schedule.

Situation

A patient asks about the requirements, documents or administrative steps for a service.

How it is resolved

1. Abbie answers from the current documents the institution approved.
2. She sends the list of requirements on the contact channel the patient chooses.
3. If the question exceeds her mandate, she hands the conversation to a person on the team.

Abbi Actions

Send document · Create ticket

Controls

Sources with a validity period · Minimal data · Decisions on access to services belong to the institution; Abbie informs, records and escalates

Verifiable outcome

Every answer can be traced back to the current document that produced it.

Situation

The human agent needs the patient's context without seeing more than their role allows.

How it is resolved

1. Caddie gathers only the context that person has access to.
2. He recommends the answer with its source and keeps the procedure checklist.
3. He blocks sending information if a mandatory verification is missing.

Abbi Actions

Verify identity · Send document

Controls

Permission-based visibility · Blocking while verifications are pending · Decisions on access to services belong to the institution; Abbie informs, records and escalates

Verifiable outcome

Every inquiry and every delivery is recorded and auditable.

Situation

A customer reports a fault in their service and wants to know what comes next.

How it is resolved

1. Abbie checks the service status in the connected systems.
2. She applies the approved procedure for the initial diagnosis.
3. She creates the ticket or schedules the technician visit and provides the tracking number.

Abbi Actions

Create ticket · Schedule appointment

Controls

Approved procedures only · Escalates with the full context

Verifiable outcome

Every reported fault has a ticket, a tracking number and a record.

Situation

A customer has an outstanding balance and their service is about to be suspended.

How it is resolved

1. Abbie reports the balance from the collections system.
2. She offers the approved options and generates the payment link or records the promise.
3. If the customer asks, she connects them with a person.

Abbi Actions

Generate payment link · Record promise to pay

Controls

Permitted hours · No pressure · Does not make up balances or deadlines

Verifiable outcome

What was agreed in the conversation is what was recorded in the system.

Situation

An activation requires verifying identity, documents and conditions before it goes live.

How it is resolved

1. Caddie keeps the activation checklist and prepares the operation.
2. He alerts when a document or a verification is missing.
3. The human agent authorizes the activation; Caddie does not execute it for them.

Abbi Actions

Verify identity · Send document

Controls

Incomplete activations blocked · Exceptions with explicit permission

Verifiable outcome

No activation goes live without its requirements verified.

Situation

A customer disagrees with the amount on their bill.

How it is resolved

1. Caddie gathers the consumption history the human agent has access to.
2. He recommends the explanation with its source and the dispute procedure.
3. He prevents closing without recording the outcome of the dispute.

Abbi Actions

Create ticket · Send document

Controls

Distinguishes confirmed, pending confirmation and unavailable · Incomplete closings blocked

Verifiable outcome

Every dispute is recorded with its outcome.

Situation

A customer with a debt wants to pay in installments.

How it is resolved

1. Abbie verifies which approved agreements apply to the case.
2. She generates the agreement and sends the document.
3. If the case exceeds her mandate, she transfers to a person.

Abbi Actions

Generate agreement · Send document · Generate payment link

Controls

Approved conditions only · Amount and term limits configured by the company

Verifiable outcome

The agreement sent is the same one that was recorded.

Situation

A customer reports a supply outage.

How it is resolved

1. Abbie records the report with the necessary data.
2. She creates the ticket and provides the tracking number.
3. She reports the status from the system in every inquiry.

Abbi Actions

Create ticket

Controls

Minimal data · Escalation to a person when needed

Verifiable outcome

Every report has its ticket and its traceability.

Situation

A person from a community near the operation wants to file a complaint or request information.

How it is resolved

1. Abbie introduces herself as the company's artificial intelligence assistant and records the request with the data the process needs.
2. She creates the ticket and provides the tracking number.
3. She reports the status from the system and transfers to a person when the case requires it.

Abbi Actions

Create ticket · Send document

Controls

Minimal data · Escalation to a person on the community relations team

Verifiable outcome

Every complaint has its ticket, its follow-up and its recorded response.

Situation

Before starting a high-risk task, personnel must complete the work permit and its safety checks.

How it is resolved

1. Caddie shows the current procedure and the task checklist.
2. He alerts when a check or an authorization is missing.
3. He blocks recording an incomplete permit; the responsible human agent authorizes.

Abbi Actions

Send document · Create ticket

Controls

Mandatory steps blocked · Exceptions only with explicit, traceable permission

Verifiable outcome

No permit is recorded without all its checks completed.

Situation

A contractor asks about the status of their invoice, their accreditation or pending documentation.

How it is resolved

1. Abbie verifies the contractor's identity.
2. She checks the status in the company's system, which is the authorized source.
3. She sends the list of pending documents or schedules the accreditation appointment.

Abbi Actions

Verify identity · Send document · Schedule appointment

Controls

Authorized sources only · Does not make up amounts or payment dates

Verifiable outcome

The status reported is the same one that is in the system.

Situation

A person needs an appointment for an in-person procedure.

How it is resolved

1. Abbie reports the requirements from the current official documents.
2. She schedules the appointment and sends the confirmation with the documents to bring.

Abbi Actions

Schedule appointment · Send document

Controls

Current official information only · Identification as AI

Verifiable outcome

The confirmed appointment is the same one recorded in the institution's schedule.

Situation

A person asks about the status of a request.

How it is resolved

1. Abbie verifies the applicant's identity.
2. She checks the status in the institution's system and reports the next step.

Abbi Actions

Verify identity · Create ticket

Controls

Minimal data · Escalation to a person

Verifiable outcome

Every inquiry is recorded and auditable.

Situation

Service staff must apply the correct procedure for each request.

How it is resolved

1. Caddie shows the current procedure and the next action.
2. He blocks progress if a mandatory requirement is missing.
3. He offers on-the-job training at the close of each interaction.

Abbi Actions

Send document · Create ticket

Controls

Mandatory steps blocked · Human quality review

Verifiable outcome

Every procedure meets its requirements before moving forward.

Situation

A BPO needs its teams to follow each client's procedure and improve based on evidence.

How it is resolved

1. Caddie evaluates eligible interactions with evidence, checked against human review.
2. He delivers specific feedback at the close of each interaction.
3. He activates onboarding mode for new human agents.

Abbi Actions

Create ticket

Controls

No final sanctions without human review · Quality rubric per client

Verifiable outcome

Every evaluation has its evidence and its review.

Situation

Volume exceeds the team at peak times or outside office hours.

How it is resolved

1. Abbie serves customers and resolves the enabled processes 24 hours a day.
2. She escalates to a person with the full context when the case exceeds her mandate.

Abbi Actions

Depending on the enabled process: create ticket, schedule appointment, generate payment link

Controls

Mandate defined by each BPO client · Full traceability

Verifiable outcome

Every interaction is recorded in the client's system.

Situation

The BPO starts by guiding its team and wants to automate processes once the results build confidence.

How it is resolved

1. Caddie is trained with the process's sources, procedures and control rules.
2. An Abbie profile is created that reuses what was trained.
3. The profile is validated and autonomy grows action by action.

Abbi Actions

The same Abbi Actions: Caddie prepares them and Abbie executes them

Controls

Graduated autonomy · Validation before going live

Verifiable outcome

Autonomy is earned with data from the Evaluation console.