Customer Remediation demo

What the demo shows

Compliance runs each remediation from issue to affected customers, refunds and close-out

An Issue agent drafts the program file from the issue register and complaints. Two Population agents build the affected population independently, one from fee postings and one by replaying every transaction against the fee schedule in force that day across the core and its legacy archive, and the program cannot pay until their counts reconcile. A Calculation agent computes each refund with interest under a versioned method; a Letters agent drafts plain-language letters; a Payment agent splits credits, checks and holds, ties them to the general ledger and follows every check to cashed, reissued or unclaimed property; a Validation agent re-performs a blind sample for Internal Audit. The whole program reads as one waterfall of plain counts, and a step that does not reconcile with the one before it says so and shows why. The analyst builds, the program manager approves the population and method, Compliance approves letters, Finance approves the payment file, and Internal Audit signs the close-out.

Transcript

1. 0:00Customer Remediation lets Compliance run a refund program from issue to refund to close-out.
2. 0:08One regional bank had to refund $141 million in overdraft fees.
3. 0:16Here, Corvane kept charging a five-dollar savings fee it had already removed.
4. 0:23The program reads left to right, one plain number per step.
5. 0:29Two Population agents build the list blind: 61,230 accounts, and 62,414.
6. 0:39It does not reconcile: 1,184 accounts closed before the core conversion, and the agent cites the log.
7. 0:49The program manager includes them on the analyst's proposal, with a reason.
8. 0:56Refunds total $8.9 million with interest, and 7,614 checks are queued for closed accounts.
9. 1:07Compliance approves the letters, Finance the payment file, and Internal Audit the close-out.
10. 1:14The result: 1,184 more customers paid, and every dollar traced to its end.
11. 1:23Built on Botminds: agents, data, screens and governance on one platform.

The narration as written for the film. Captions are on the player.