WEBVTT

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This representative service workflow begins with a complex customer enquiry about changing an account arrangement.

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The fictional input contains only the fields permitted by the implementation, and the workflow records which service queue and product area own the request.

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A classification stage checks topic, declared sensitivity and urgency.

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This example is marked sensitive, so the configured policy selects a local model route and prevents the enquiry from being sent to an external model deployment.

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Pūnaha uses hybrid retrieval to find approved product guidance, service policy and troubleshooting material.

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The returned extracts keep their source titles and sections so the service agent can inspect the basis of the draft.

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The selected local model prepares a proposed response from the enquiry and retrieved guidance.

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It follows the requested structure but does not decide whether the response is suitable to send.

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A validation stage checks for missing information and conflicting guidance.

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In this illustrative run, two sources disagree on an effective date, so the workflow marks the conflict and requires human review instead of inventing a resolution.

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The service agent reviews the question, sources, conflict and proposed wording.

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They can amend, approve, reject or escalate.

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Here, the agent clarifies the date and approves the corrected response.

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Only the approved fields can continue through the configured service connection.

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The model route, retrieved sources, validation state, human amendment and final decision remain in execution history.

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AI prepared the draft; the accountable person decided what happened next.