New customer
“Can I open a Sharia-compliant account if I'm not Muslim?”
IntentAccount opening
SentimentCurious
Sharia firewallSensitive · Liaison routing
SpecialistSales + Sharia Liaison · same day
Existing customer
“I need to check my mortgage balance and reschedule a payment.”
IntentAccount servicing
SentimentNeutral
VulnerabilityNone flagged
SpecialistMortgages · 30 min callback
Multi-product
“Tell me about your investment accounts and the Sharia-compliant credit options.”
IntentProduct discovery
SentimentCurious
Sharia firewallSensitive · dual review
SpecialistsInvestments + Sharia Liaison
Getting a product
“How do I apply for the home-purchase financing?”
IntentApplication
SentimentInterested
Sharia firewallSensitive · structure review
SpecialistSharia Liaison · same day
Complaint
“My last three transactions failed and nobody got back to me.”
IntentComplaint
SentimentFrustrated
RoutingComplaints Specialist
SLA48 hours · CBB Consumer Protection floor
Anger
“I'm furious, you've held my funds for a week and I need answers NOW.”
IntentComplaint
SentimentFURIOUS
RoutingSenior Specialist
SLA30 min
Vulnerability
“I think someone is forcing me to transfer money. I'm scared.”
IntentSafety concern
VulnerabilityHIGH · coercion signal
RoutingVulnerability Specialist
SLALive connect · minutes
Sharia query
“Is investing in Tesla halal?”
IntentSharia ruling
SentimentCurious
Sharia firewallHIGH · Board-level question
RoutingSharia Liaison · Board review
Not sure
“Can you sort out the thing with the account from last week?”
IntentNot established
ConfidenceLOW · below the threshold
ActionNo automated answer sent
RoutingNamed human · full thread attached