Reconcile payment evidence across ledgers, screening queues, and customer records while keeping release authority with bank operations.
Explore in the architecture studioIllustrative reference architecture. Validate requirements for your organization.
Illustrative architecture: A regional bank receives cross-border payments with mismatched beneficiary details. Operations must assemble a case before the settlement cutoff, but ledger status, customer instructions, and screening evidence arrive independently. This design assists investigation; it neither recommends investments nor autonomously releases funds.
A single conversational assistant can confuse a missing receipt with a failed payment. Retrying a release after a timeout can create duplicate financial effects. Evidence also crosses branch and customer confidentiality boundaries.
Independent specialists can reconcile transaction facts, explain procedural requirements, and check evidence completeness in parallel. A deterministic case state machine owns deadlines, permissions, and payment identifiers; agents never invent their own authorization.
The intended result is a reviewable operational decision with source evidence and explicit ownership. Measure case preparation effort and unresolved exceptions against the existing desk process. Success requires fewer unsupported claims without increasing erroneous release attempts; any business improvement remains a hypothesis until observed.
Compare payment identifiers, amounts, currencies, and settlement timestamps across immutable snapshots.
Read only; cannot release, reverse, or amend transactions.
Locate authorized instructions and identify missing beneficiary fields with document citations.
Access only customers assigned to the operations case.
Retrieve the applicable investigation procedure and list unresolved checks.
Cannot interpret a screening hit as permission to release funds.
Build the evidence timeline and proposed next operational step for the reviewer.
Can save drafts; customer communication requires approval.
Authoritative transaction status and immutable booking identifiers, exposed through scoped read adapters.
Supplies signed status and assigned analyst; agent summaries do not override its disposition.
Owns reviewer identity, approval versions, case queues, and controlled release requests.
flowchart LR
N0["Payment exception investigation desk"]
N1["Payment reconciler"]
N2["Customer evidence agent"]
N3["Procedure analyst"]
N4["Case assembler"]
N5["Evidence ledger"]
N6["Human decision"]
N7["Authorized adapter"]
N0 --> N1
N0 --> N2
N3 --> N4
N1 --> N5
N2 --> N5
N4 --> N5
N5 --> N6
N6 --> N7sequenceDiagram
participant O as "Case orchestrator"
participant S as "Payment ledger"
participant H as "Accountable reviewer"
O->>S: Read payment and source version
S-->>O: Status remains pending
O->>H: Present evidence and release proposal
H-->>O: Approve exact payment version
O->>S: Submit with stable operation key
S--xO: Acknowledgement unavailable
O->>S: Reconcile original operation key
O->>H: Show confirmed or unresolved outcomeDeduplicate the incoming event by transaction and exception version, then assign a settlement deadline and operations owner.
Resolve branch, account, and case entitlements before fetching instructions or ledger evidence; missing authority suspends retrieval.
Run reconciliation and document retrieval concurrently, recording source timestamps, record versions, and unavailable dependencies in the evidence ledger.
Use deterministic amount and currency checks; let the agent explain discrepancies without converting uncertain text into booked facts.
Present the unresolved checks, policy citations, and proposed operational action with the exact payment state the reviewer is approving.
An authorized adapter rechecks current status and approval scope, submits once with a stable key, and reconciles any ambiguous response.
Detect: Status query finds an ambiguous attempt associated with the original payment key.
Recover: Hold new submissions; reconcile ledger and gateway receipts before the operator decides whether another request is valid.
Detect: The procedure version differs from the version effective at the review timestamp.
Recover: Invalidate the draft, retrieve the current procedure, and request a fresh decision for affected checks.
Measurement definitions, not promised improvements.
Median and p95 time from exception ingestion to reviewer-ready case, separated from human queue time.
Cases containing every mandatory source reference divided by cases presented for approval.
Release attempts requiring reconciliation divided by all approved release attempts.
Reviewed drafts with material factual corrections divided by all reviewed drafts.
| Decision | Benefit | Cost |
|---|---|---|
| Parallel evidence collection | Reduces dependency wait time before cutoffs. | Requires snapshot consistency checks when sources update independently. |
| Strict approval binding | Prevents an old approval authorizing a changed payment. | A legitimate late amendment triggers another human review. |
| Read replicas for analysis | Protects core ledger capacity. | Replica lag must remain visible and final execution uses current status. |
Operations verifies representative exception classes and every proposed action against archived dispositions; no live writes occur.
Live drafts remain internal until evidence completeness and privacy tests meet bank-defined acceptance thresholds.
One operations queue enables approved adapter calls only after duplicate-submission and timeout-reconciliation exercises pass.