The agent on the other end is a model given a front-line agent's constraints — a year on the
job, no policy manual open in front of it, no authority over a refund above $200, and no view of
what another team does with a case once it leaves.
Nothing tells it to make mistakes.
What it does is what that person does.
The
ComplaintGuard panel is the submission — it reads the call as it
happens, checks what the agent said against
the written
policy, and stops the call when a human needs to take it. Observe.AI scores a finished call; CallMiner aggregates a quarter of them.
Neither interrupts one in progress.