Example agent
Complaint handling: classified, investigated and drafted within your deadlines
An example Sigma agent for banks that classifies new complaints, gathers the history and terms involved, and drafts a response for a complaints officer to approve.
· 1 min read · By Sigma editorial team
- Function
- Banking and financial services
Anatomy of this agent
An agent is instructions, skills, tools and knowledge. For each request it decides which of them to use; there is no fixed flow. Sensitive actions wait for a person’s approval.
Instructions (excerpt)
You help complaints officers handle customer complaints. For each new complaint, classify it using the categories in your skill, read the customer's complaint history and the related transactions, and find the product terms and complaint procedures that apply with Company Search. Summarise the facts, note the regulatory deadline, and draft a response in the customer's language that quotes the terms you relied on. Never offer redress, refunds or admissions of fault: propose them to the officer instead. If facts are missing, list what the officer should check.
Skills
- complaint-categories: categories, deadlines and response structure (SKILL.md)
Tools
- get_complaint (REST tool, your complaints system or CRM API)
- get_transactions (REST tool, core banking read-only API)
- save_draft_response (REST tool, your complaints system or CRM API)
- Company Search (native tool, over Spaces)
Knowledge (Spaces)
- Product terms and conditions (Space, folder per product)
- Complaint handling procedures (folder restricted to the complaints team)
Needs a person’s approval
- save_draft_response: always
- get_transactions: on, so the officer sees each lookup
What this agent does
Complaints arrive with tight regulatory deadlines, and each one needs the customer's history, the transactions involved and the right product terms before anyone can reply. Officers spend most of their time gathering, not deciding.
The agent gathers and drafts. The complaints officer approves the response and any redress.