The challenge
Osprey's support team spent most of its day on password resets, card limits and statement requests. Compliance blocked earlier automation because nothing stopped a bot from issuing refunds.
The change
Support agents now run on Lattis with approval steps on every tool that touches money. Refunds and limit changes pause the run until an operator approves them in Slack.
tools:
issue_refund:
approval: required
approvers: "#ops-approvals"
update_card_limit:
approval: required
Human approval on anything touching money. Everything else, the agent handles.
Tomás Ferreira
,
VP Operations
,
Osprey Finance
The result
71% of tier-one tickets are resolved without a person, with a median resolution of 11 seconds and a 4.8 CSAT. The compliance team reviews the audit log once a week.
