Real scenarios showing how the agentic system reasons, acts, and escalates — with compliance built into every step.
Scenario 1: Accidental Missed Payment
Scenario: Sarah M., 4-year customer, £8,000 credit limit, perfect payment history (48 consecutive on-time payments). Large recent transaction (£2,800 — house move). Payment of £156 now 3 days overdue, first miss ever.
Assessment
Analysis: "High-value customer with perfect history. Large recent transaction suggests life event. Miss occurring soon after large spend indicates cash flow timing, not inability to pay."
Conclusion: 95% confidence ACCIDENTAL — HIGH attrition risk if treated aggressively.
Decision
"Accidental segment + high-value customer = allow grace period. Contacting immediately may annoy a customer who simply forgot."
Decision: Wait 3 days (total 6 days overdue), then send single SMS — friendly tone.
Action
"Hi Sarah, just a friendly reminder that your payment of £156 was due on the 20th. You can pay quickly via the app or by calling us. If there's a reason you couldn't pay, we're here to help."
Compliance Review
✓ Required regulatory disclosures included · ✓ Tone appropriate for segment · ✓ No vulnerability indicators
Decision: APPROVED
Outcome: Customer reminded appropriately without being alienated. Compare to traditional: automated threatening text Day 1 → annoyed customer → complaint risk → potential account closure.
Scenario 2: Vulnerable Customer
Scenario: John D., 18-month customer, £2,000 credit limit, second missed payment. Previous customer service call mentioned "health issues". £89 payment now 7 days overdue.
Assessment
⚠ Vulnerability flag raised from previous interaction. Analysis: "Previous issue resolved — willing but potentially unable to pay. Health mention indicates possible temporary hardship."
Conclusion: 70% confidence TEMPORARY HARDSHIP + VULNERABILITY DETECTED.
Decision
"Vulnerability flag means we must not apply pressure. FCA guidance requires allowing customer to make first contact in their own time."
Decision: Send supportive email with callback option. No follow-up for 14 days. Must include payment holiday info and free debt advice referral.
Action
"Hi John, we noticed your payment of £89 hasn't arrived yet. We understand life can be challenging. If you're facing difficulties, we have several support options including payment plans, temporary payment holidays, and free debt advice. There's no pressure — just reach out when you're ready."
Compliance Review
✓ Vulnerability detected — enhanced protections applied · ✓ Support options clearly stated · ✓ No pressure language
Decision: APPROVED with enhanced monitoring. Human notification: flagged for potential escalation.
Outcome: Customer harm prevented ✓ | Vulnerability protections applied ✓ | Good outcome achieved ✓ | Audit trail complete ✓
Scenario 3: Persistent Non-Payer
Scenario: Personal loan customer, 4 months arrears, no response to 8 previous contact attempts across channels.
System Response
After initial contact attempts and payment arrangement offers receive no response, agents escalate to firmer messaging about consequences. Still no response.
Escalation
Recognises this pattern requires human specialist intervention. Compiles complete case history and routes to collections team for formal action.
Compliance Review
Confirms all required steps taken before escalation. Full audit trail provided — no time wasted by specialist on system investigation.
Outcome: Human specialist receives a fully documented case ready for legal proceedings if necessary. Every required step evidenced.