ClearChannel by Vestara

Conversation Design Artifact

Intent taxonomy, override rules, entity schema, channel routing, and sentiment architecture.

v1.0 — April 2026

Section 1 — Intent taxonomy

Intent	Category	Confidence threshold	Sentiment state	Description
override
Beneficiary update beneficiary_update	override	66%	distressed	Death, loss, beneficiary change, estate, inheritance — always escalate; never contain.
Unauthorized transaction unauthorized_transaction	override	66%	urgent	Fraud, unauthorized activity, account compromise — escalate immediately with fraud protocol.
Barge-in escalation barge_in_escalation	override	66%	neutral	Interruption / bypass language — IVR under 40 words, immediate transfer, no questions.
escalation
Repeat caller frustration repeat_caller_frustration	escalation	66%	urgent	Multiple contacts unresolved — surface case history in Agent Assist; never ask caller to repeat the issue.
Vague distress vague_distress	escalation	72%	confused	Broad distress without clear issue — one gentle clarifying question only; do not assume the problem.
Time pressure time_pressure	escalation	76%	urgent	Deadlines, travel, urgency — acknowledge in the first sentence of every channel.
General escalation general_escalation	escalation	80%	neutral	Request for human, agent, or supervisor — always escalate.
transaction
Required minimum distribution required_minimum_distribution	transaction	82%	neutral	RMD / mandatory withdrawal — surface IRS age rules and tax implications; partial containment.
Rollover request rollover_request	transaction	82%	neutral	Employer plan / 401(k) rollover — surface rollover rules and tax implications; partial containment.
Fund transfer fund_transfer	transaction	88%	neutral	Move money between accounts — classify only if no higher-priority intent matches; compliance above $50K.
information
Tax document request tax_document_request	information	92%	neutral	1099, cost basis, tax forms — high containment; bot can surface document portal.
Balance inquiry balance_inquiry	information	94%	neutral	Portfolio or account value — always contained; bot handles fully.
Dividend reinvestment dividend_reinvestment	information	90%	neutral	DRIP, dividend settings — high containment.
Beneficiary designation review beneficiary_designation_review	information	85%	neutral	Check or update beneficiary without death context — partial containment.
service
Cognitive accessibility cognitive_accessibility	service	78%	confused	Plain language across channels; no acronyms or jargon; IVR uses longer pauses.
Market anxiety market_anxiety	service	72%	concerned	Panic / move-to-cash language — stabilize first; never suggest selling; long-term perspective.
Retirement planning retirement_planning	service	85%	neutral	Retirement timing and income — partial containment; offer specialist for detailed planning.
Account access account_access	service	92%	neutral	Login, password, lockout, 2FA — high containment; bot initiates identity verification.

Section 2 — Override priority rules

P1Bereavement detection

Death, loss, estate, funeral, widow/widower, inheritance, beneficiary, survivor language (Override 1 — forces BENEFICIARY_UPDATE, distressed).

distressed

Structural changes

Suppress account-number / verification as first step
Route to senior specialist with bereavement flag
Documentation checklist surfaced in Agent Assist
IVR opens with condolence and minimum 800ms pause

Channel behavior

IVR

Open with condolence and [pause 800ms]; slow pace; no verification first; route to senior specialist.

Chatbot

Lead with condolences only in first message; no transactional language; offer connection to specialist.

Agent Assist

BEREAVEMENT PROTOCOL ACTIVE; documentation list (death certificate, designation forms, marriage cert if applicable); enhanced IDV; fraud monitoring flag during estate transition.

P2Fraud / unauthorized access

Unauthorized, fraud, hacked, suspicious transaction, identity theft language (Override 2 — forces UNAUTHORIZED_TRANSACTION, urgent).

urgent

Structural changes

Immediate escalation — do not attempt containment
Fraud protocol active on all channels
Asset protection and identity-verification per policy

Channel behavior

IVR

Short, urgent routing to fraud / security queue; avoid unsafe credential collection.

Chatbot

Escalate; no containment; clear next steps toward secure verification or specialist.

Agent Assist

Fraud protocol scripts, timelines, compliance flags; surface policy refs and escalation path.

P3Market anxiety / panic sell

Market down, move to cash, sell everything, panic language — intent MARKET_ANXIETY + MARKET_ANXIETY sensitivity block (not a numbered CRITICAL OVERRIDE in route.ts).

concerned

Structural changes

Stabilize before any transaction
Never suggest selling
Behavioral coaching / long-term perspective
Optional financial wellness specialist handoff

Channel behavior

IVR

Calm, stabilizing script; no trade execution language; offer specialist connection.

Chatbot

Validate concern without enabling panic liquidation; educational framing; specialist offer.

Agent Assist

Guardrails against recommending sale; policy text and wellness / advisor escalation path.

P4Barge-in

STOP, transfer me now, skip this, bypass menu language (Override 3 in route.ts — BARGE_IN_ESCALATION).

neutral

Structural changes

Interruption detection
IVR cap 40 words
Immediate transfer confirmation — no clarifying questions

Channel behavior

IVR

Under 40 words; transfer confirmation only; no questions.

Chatbot

Acknowledge bypass; fast path to live agent or callback.

Agent Assist

Note barge-in / frustration; minimal friction script for agent takeover.

Section 3 — Entity schema

Entity	Type	Required	Used by	Description
account_number	string	—	fund_transferbalance_inquiryunauthorized_transactionaccount_accessbeneficiary_designation_review	Masked or last-four reference for routing and verification workflows.
transfer_amount	number	—	fund_transferrollover_requestrequired_minimum_distributionunauthorized_transaction	Dollar amount; triggers compliance review when above policy threshold (e.g. $50K).
transfer_type	enum	—	fund_transferrollover_request	ACH, wire, ACATS, in-kind, or internal move — from Vestara context block.
account_type	enum	—	fund_transferbalance_inquirytax_document_requestrollover_requestrequired_minimum_distribution	IRA, Roth, brokerage, 401(k), 529, trust, joint, etc.
date_requested	date	—	time_pressuretax_document_requestrequired_minimum_distribution	Deadline, statement period, or RMD tax year as applicable.
relationship_to_account	string	—	cognitive_accessibilitybeneficiary_update	POA, family helper, or survivor — drives plain-language or bereavement handling.
unauthorized_amount	number	—	unauthorized_transaction	Reported fraudulent or disputed amount when stated by caller.
beneficiary_name	string	—	beneficiary_updatebeneficiary_designation_review	Primary / contingent beneficiary identity for updates or review.
concern_type	enum	—	vague_distressmarket_anxietyrepeat_caller_frustration	High-level categorization for triage (market, service failure, unclear).

Section 4 — Channel routing matrix

IVR

Outputs a full spoken_response string with [pause Xms] and [await] prosody markers for telephony playback.
Surfaces entities_found and entities_missing for capture state before routing.
Includes route and fallback strings plus a short status_badge for the panel header.
Channel-specific: word-count cap under barge-in override (under 40 words); bereavement path suppresses verification-first prompts.
Produces audible-first copy — no reliance on buttons or visual layout in the script itself.

Chatbot

Returns response body text, quick_replies array, and containment level (Contained | Escalate | Partial).
Always includes handoff_context: a single sentence that travels to a live agent if the session escalates.
Surfaces status_badge for at-a-glance state in the digital panel.
Channel-specific: can use progressive disclosure and chip-style quick replies that would not map 1:1 to IVR.
Handoff context is the continuity layer so the customer does not repeat themselves when moving to phone or agent.

Agent Assist

Surfaces suggested_script as natural spoken English for the representative to read aloud.
Includes policy_text, policy_ref, and auto_surfaced for compliance and lookup acceleration.
compliance_flag is nullable — populated when policy thresholds (e.g. large transfers) or sensitive protocols apply.
Channel-specific: not customer-facing; optimizes for rep screen density, escalation, and documentation checklists.
status_badge aligns the assist surface with IVR and chatbot state for three-channel coherence.

Section 5 — Sentiment state map

Neutral

topbar #1B2E4B
accent #0891B2
bg #F0F2F5

transactioninformationservice

Concerned

topbar #2A1F0A
accent #D97706
bg #FDF7EE

service

Distressed

topbar #2D1F5E
accent #7C3AED
bg #F5F3FF

override

Urgent

topbar #3B0A0A
accent #DC2626
bg #FFF5F5

overrideescalation

Confused

topbar #0F1E35
accent #3B82F6
bg #F0F6FF

escalationservice