Bot VAR
Every time the bot said no, did a human overturn it? Check the replay.
The job
Grades an AI agent's decisions by whether customers appealed and humans overturned them, both unfair refusals and approvals that were reversed. It links each group to regulator deadlines and the cost of appeals, and fixes the rule or explanation behind the most-overturned decisions.
The moment
In a monthly review styled like football's video referee, the bot's decisions are replayed to see whether humans overturned them.
The screen shows a refund the bot refused, then "Overturned".
Behind it, the bot's refusals of late-delivery refunds were overturned 64% of the time. 410 customers had to call to get what they were owed, and 37 went to the regulator.
The owner of the rule changes it before the meeting ends.
What it does
- Rule on the policy
- File the rule or explanation change
- Hand customers refused the same way to Answer Recall
- Replay a pair
What you see
A football VAR review screen with a CHECKING… pause, replays and an overturn scoreboard, run as a monthly show
What it moves
How often humans overturn the bot for each type of request, the dollar cost of appeals (human contacts, regulator complaints and missed regulator deadlines), and money lost through approvals that were later reversed.
Built for
- Compliance, complaints & legal
- Frontline staff
- Finance
