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: Pulls customer names, account tiers, and branch details from PDFs.

    • Standards Evaluation Agent: Compares wait times against 150-row Master SOPs in SQLite.

    • Sentiment & Risk Analysis Agent: Evaluates emotional urgency and tone (Angry vs. Disappointed).

    • CX Risk Reporting Agent: Synthesizes findings into a professional service evaluation.

Supported Capabilities

  • Automated entity extraction and service categorization (e.g., Home Loan, Mobile App).

  • Real-time auditing of reported delays against breach thresholds.

  • High churn risk flagging based on customer threats to move to competitors.

  • Structured action planning based on specific SOP escalation levels.

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:Ingests raw feedback PDFs and converts unstructured text into a structured JSON dataset.

  • Description:Parses feedback documents to identify key entities (Customer, Branch, Account Tier) and specific service products (for example, "Home Loan"). It specifically targets timelines (delays) and verbatim quotes regarding financial loss.

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

2. Standards Evaluation Agent

  • Role:Policy and SLA Auditor

  • Scope:Uses the SQL to read the Master SOP and identify specific service breaches.

  • Description: A REACT agent that uses an SQL Database Toolkit to query standard requirements. It compares the extracted "Reported Delay" against "Breach Thresholds" to flag SLA violations and critical failures.

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

3. Sentiment and Risk Analysis Agent

  • Role:Risk Intelligence

  • Scope:Evaluates emotional urgency and categorizes the business risk.

  • Description:Analyzes the customer's verbatim text for tone (Disappointed vs. Aggressive). It flags high churn risk if competitors are mentioned and identifies regulatory risks based on the audit's "Legal" or "Compliance" categories.

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

4. CX Risk Evaluation and Reporting Agent

  • Role:Executive Reporter

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

  • Description:Synthesizes all findings into a professional report. Includes an Executive Summary, an SLA Audit Table (Standard vs. Actual), a Risk Assessment, and a recommended Action Plan based on SOP escalation levels.

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

Tools Used:

  • SQL Database Toolkit: Interacts with a SQLite database containing the Master SOP and service standards to validate breaches.

  • PDF Reader: Core capability used to ingest and tokenize text from uploaded feedback forms and surveys.
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>