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Secure Message Triage demo

One member message cut into its separate requests, each with its legal clock started the day it arrived, under one reply drafted from approved language 1:30

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What the demo shows

Service teams read each secure message, start the right legal clock and draft the reply

Agents read every secure message as it arrives. The Splitting agent cuts it into its separate requests and marks the sentence that decides each one; the Clock agent decides which legal clock each request starts (Regulation E notice of error, Regulation Z billing error, Regulation E stop payment, complaint, closure, record change), tests the notice-of-error elements and starts each clock on the day the message arrived; the Routing agent prepares the dispute, complaint and maintenance request for their systems; the Reply agent drafts one reply from approved language; the Language Check agent blocks any promise outside policy and anything that could reveal a restricted review. The representative edits and sends; a supervisor who did not draft it checks every reply on a complaint or that confirms a claim, closure, fee refund or record change, and a daily 5% sample of the rest. Outage floods get one approved reply, with every message that carries another request held out.

Transcript

  1. Secure Message Triage reads every online banking message and starts each legal clock.
  2. In 2024, the CFPB logged nearly 68,000 checking and savings complaints.
  3. Neural Federal Credit Union receives 38,000 Secure messages a month.
  4. Janelle's Monday message holds three requests, charges she never made, a closure, a fee.
  5. Agents split it and start each legal clock, Every clock opens the member's sentence and the rule behind it.
  6. Talia adds a refund promise.
  7. The language check agent blocks it.
  8. She takes the approved wording and a supervisor checks the complaint reply.
  9. Every clock, edit, and approval is on the record for NCUA examiners.
  10. Janelle had her answer in 26 minutes, with three cases open.
  11. Built on Botminds: agents, data, screens, and governance on one platform.

Transcribed from the film’s narration. Captions are on the player.