What was the problem?
Refund disputes arrived through three channels and were resolved by hand against a ledger no support agent could read directly. Handle time was measured in days and every exception needed a second reviewer.
How did Tekvo build it?
- 01
Shadowed 400 real disputes to find where judgement actually happened, then scored a golden set before writing agent code.
- 02
Gave the agent typed, permissioned tools — ledger.read unrestricted, ledger.refund capped at $250 with human approval above it.
- 03
Wired an immutable 400-day trace so compliance can replay any decision end to end.
What changed?
Seven weeks from kickoff to supervised production. The agent resolves 71% of tickets without a human and has not breached a policy ceiling since launch.