Outbound
A bank ringing you unprompted about money is exactly what a scam looks like. On this side the agent has to prove itself before it asks the caller to prove anything.
Inbound
Someone has dialled the 24/7 helpline. Six things they might want, and only one of them can be answered before you know who they are.
Knowledge
Everything the agent is able to say. The baseline is scraped from the bank's own site; anything added here joins it. If it is not in here, the agent does not know it.
Add to what the agent can say
Product sheets, rate cards, schedules of charges, FAQs. Converted to Markdown, split by heading, and indexed. Everything added here is public — it is going to be read aloud to callers, so internal procedure does not belong in it.
Playbook
The two rules that outrank everything else on this desk, and how they are enforced.
Desk
Calls taken this session, and what the controls did.