Industries · Financial services
In a regulated business the line between service and advice is a legal one. Roux does everything on the service side immediately, and turns the regulated part into a callback that is tracked until a licensed person has actually made it.
Illustrative conversation, not a recording
Customer
There's a charge on my card I don't recognise. €480, at a store I've never heard of.Roux
I can see it, yesterday at 21:14. I've frozen the card so nothing else goes through, and a replacement is on its way, 2–3 working days.Roux
For the dispute declaration itself, a regulated adviser has to take you through it. The next open slot is today at 16:30. Shall I book it?Customer
Yes, please.Roux
Booked. Ana will call you at 16:30 on this number, with the full case in front of her.Ana · Adviser, 16:30
Hi, this is Ana, calling as promised about dispute #D-2214. I have everything prepared. Let's get your declaration done.The card frozen, the case opened, the evidence gathered. Every unregulated step done in the first minute, not after a hold queue.
Damage stopped firstWhere a licensed person is required, Roux books one, and the watchdog holds that promise open until the call has actually happened.
Tracked to doneBalances, limits, card controls, address changes, inside the boundaries your policies set, and nowhere beyond them.
Inside the linesThe boundary between service and advice is built into the agent before it ever answers. What the agent may not say, it cannot say. That is construction, not a promise in a prompt.
Every release is tested as the exact version that answers your customers. When audit asks how you know the live agent matches what legal reviewed, you open the release and show them.
Transcripts, actions and the policy behind each decision are exportable per case, the file your regulator asks for, already assembled.