Bank Customer Feedback and Evaluation Agent

Agent Description:

The Bank Customer Feedback and Evaluation Agentis an end-to-end automated pipeline designed to ingest raw customer feedback, audit it against official Standard Operating Procedures (SOPs), and assess business risk. It transforms unstructured text into a professional executive report with actionable recovery steps.

This agent enables organizations to:

  • Automate Data Extraction: Instantly pull customer names, account tiers, and specific service categories from PDFs.

  • Audit Service Standards: Automatically compare reported wait times and delays against a 150-row Master SOP.

  • Detect Emotional Urgency: Identify "Angry" or "Aggressive" tones and flag high churn risks (e.g., threats to close accounts).

  • Prioritize Risk: Categorize incidents into Low, Medium, High, or Critical risk levels based on regulatory and service breaches.

Purpose and Components
  • Purpose: The purpose of this agent is to automatically analyze large volumes of customer feedback submitted across surveys, complaints, and branch forms—including unstructured PDF inputs—to quickly identify SLA breaches, high‑risk churn indicators, and critical service issues. By eliminating slow and inconsistent manual review, the agent enables leadership teams to take timely corrective action, improve customer satisfaction, and ensure compliance with regulatory expectations.
  • Components:

    • Feedback Data Extraction Agent: The intake node that parses uploaded PDFs to capture customer IDs, branch details, service categories, and specific complaints.

    • Standards Evaluation Agent: The auditor that uses a SQL toolkit to compare actual service timelines against standard bank requirements and thresholds.

    • Sentiment and Risk Analysis Agent: The "intelligence center" that assigns risk levels (Low to Critical) by evaluating emotional urgency and potential compliance violations.

    • Escalation Handling Agent: A coordinator for critical failures that prepares detailed action plans for senior management or compliance teams.

    • Recovery and Improvement Agent: A specialist node focused on non-critical issues, suggesting process improvements or customer recovery steps like personalized apologies.

    • CX Risk Evaluation and Reporting Agent: The final aggregator that compiles an executive-ready Bank Service Evaluation Report with an audit table and action plan.

Supported Capabilities

  • PDF Text and Metadata Parsing: Extracts customer tiers, account IDs, and branch codes.

  • SQL Master SOP Integration: Real-time SLA verification against a Master SOP database.

  • Verbatim Sentiment Analysis: Categorizes tone as Disappointed, Angry, or Aggressive.

  • Churn and Regulatory Risk Detection: Flags threats to close accounts or legal breaches.

  • Automated Decision Routing: Dynamically moves data between Escalation and Recovery paths.

  • Consolidated Executive Reporting: Delivers incident summaries, audit tables, and action plans in human-understandable formats.

LLM Used

  • OPENAI GPT_4O_MINI

    Note: To learn more about the LLM and to modify its behavior, refer to the Configuring LLM settings section.

Sub-Agents

1. Feedback Data Extraction Agent

  • Role:Data Extractor

  • Scope:Converts unstructured PDF feedback into structured JSON for analysis.

  • Description:Extracts customer info, service categories, and time-related information (for example, "loan delayed 6 days") without modifying context or adding sentiment.

  • LLM Used: Default (Inherits from parent agent).

2. Standards Evaluation Agent

  • Role:Policy and SLA Auditor

  • Scope:Evaluates compliance using the bank’s Master SOP or database.

  • Description: Compares reported delays against standard requirements and breach thresholds to flag "SLA Breaches" or "Critical Failures".

  • LLM Used: Default (Inherits from parent agent).

3. Sentiment and Risk Analysis Agent

  • Role:Risk Intelligence

  • Scope:Determines emotional urgency, churn risk, and regulatory exposure.

  • Description:Scores cases from Low to Critical based on tone, churn threats, and SOP policy IDs indicating legal breaches.

  • LLM Used: Default (Inherits from parent agent).

4. Escalation Handling Agent

  • Role:Escalation Coordinator

  • Scope:Manages critical SLA breaches and high-risk feedback.

  • Description:Prepares specific escalation details, deadlines, and priority levels for senior management or compliance alerts.

  • LLM Used: Default (Inherits from parent agent).

5. Recovery and Improvement Agent

  • Role:Recovery Coordinator

  • Scope:Handles non-critical feedback and minor service gaps.

  • Description:Recommends recovery steps like personalized apologies or internal process improvements based on customer suggestions.

  • LLM Used: Default (Inherits from parent agent).

6. CX Risk Evaluation and Reporting Agent

  • Role:Executive Reporter

  • Scope:Generates the final, structured Service Evaluation Report with clear action items.

  • Description:Merges feedback, SLA results, and risk levels into a single report including an Executive Summary and actionable Recovery/Escalation plans.

  • LLM Used: Default (Inherits from parent agent).

Tools Used:

  • SQL Database Toolkit: Used by the Standards Evaluation Agent to query bank_cust_eval.sql for policy requirements and breach thresholds.

Note: For details on modifying the Tools, refer Tools Library section.
Agent Workflow Behavior Summary

  1. Input: An uploaded PDF of a customer complaint or survey.

  2. Data Extraction:

    • The system identifies the customer as a "Gold Tier" member reporting a "7-day delay" in a "Letter of Credit" application.

  3. SLA Audit (The "Audit Gate"):

    • The system queries the SQL database.

    • Logic: If Reported_Delay (7 days) > Standard_Requirement (3 days) -> Flag SLA Breach.

    • Logic: If Reported_Delay > Critical_Threshold (5 days) -> Flag Critical Failure.

  4. Sentiment & Risk Profile:

    • Analyzes the quote: "I will be moving my business to a competitor."

    • Action: Tags Churn Risk: High and Sentiment: Angry.

  5. Executive Reporting:

    • Compiles the data into a structured report.

    • Recommends an "Escalation Level 3" recovery plan based on the SOP metadata.

Final Output: A professional Bank Service Evaluation Report delivered to management for immediate review.

Sample Questions:

  • Compare SLA compliance across all branches for Account Closure (ACC-001) <upload pdf>