Customer complaints policy: use of AI (v3)

The bank's complaints policy, seeded for this demo. New requirements are checked against it.

P1AI tools may help customers describe and submit a complaint, but must not decide the outcome of a complaint or promise any redress. Outcomes are decided by a human case handler.
P2Customers must be told at the start of every conversation that they are talking to an AI assistant, and must be able to reach a person at any point.
P3Where a conversation shows signs that a customer may be vulnerable, for example bereavement, serious illness or financial hardship, the case must be passed to a person in the same session.
P4Every complaint must receive a written acknowledgement with a complaint reference within one working day, sent from the case management system.
P5Customer personal data may only be processed by AI models hosted in the UK or EU, and must never be used to train models.
P6All AI conversations about complaints are retained for six years for audit.

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