Cookie — the case copilot
Cookie helps specialists pick up a case, find answers with supporting evidence, and prepare the next action for human review and confirmation.
Cookie helps specialists understand a case and prepare the next step without piecing together its history by hand. It answers in the context of the case and task in view, shows the supporting evidence, and offers actions the current worker is allowed to take.
Answered direct
- Why is this assigned to me? What must I complete?
- When was the last successful payment? What is the payoff today — amount, effective date, good-through time
- Why does this hardship need my approval? Is the evidence verified — the policy result, check by check
- Prepare the follow-up task or payment arrangement — using permitted options and current policy
Synthesized
- Brief me on this case. What happened here? — from relevant case records
- What needs attention? What should happen next? — checked against the actions available to the worker
- Draft the case note or borrower response — for a person to edit, and Cookie never sends
Pick up a case with its briefing already there
Cookie is available beside the case, with task context when opened from a task, and from its own destination in the backoffice navigation. The latest saved briefing shows when it was prepared and who requested it. The next authorised specialist can read it without using another answer allowance, giving a handover a starting point.
The remaining allowance appears alongside the briefing, so the team can decide when a refresh is useful and keep shared usage within the lender’s limits.
Answers that survive a model outage
Cookie draws a hard line between two answer paths. A question with an authoritative answer is answered directly from the system of record without calling a model at all.
The direct path answers a fixed set of questions: the case briefing, why this case was assigned, the last successful payment, the current payoff, the borrower’s context, the hardship decision context, what needs attention, the case timeline, and the next best action.
Free text is matched to one of those questions or declined as out of scope — a question is never turned into an arbitrary tool call or database instruction, and classification can narrow Cookie’s data access but never widen it.
See what supports the answer
Every answer starts with its conclusion and carries one label: Verified fact, AI analysis, Proposed action, or Completed action. Links open the supporting records; a timestamp and any missing or conflicting facts show the limits of the answer. A specialist can check both its basis and whether the proposed work has actually been done.
Prepare work, then confirm it
Cookie can help at four levels. Submission requires the worker’s confirmation:
| Level | Meaning | Examples |
|---|---|---|
| Answer | Explain or retrieve information. | Briefings, payoff, policy explanations. |
| Draft | Editable content, no submission. | Case notes, borrower email/SMS/chat drafts. |
| Prepare | Preview an action using current facts and permitted options. | Follow-up tasks, reassignment, promise and payment arrangements, permitted loan-system operations. |
| Confirm & submit | A worker reviews and confirms under their own permissions. | Save the note, create the task, reassign the work. |
Before submission, Cookie rechecks current facts and permissions, shows the exact action and its warnings, and asks the worker to Create task or Save note. Proposals expire, preventing an old preview from being submitted after its review window. The resulting record names the worker and links to the Cookie session that prepared it.
Payments, loan changes, restrictions and consent changes are completed in their dedicated workspaces. Cookie can prepare the work and link to the right place. Borrower message drafts remain for a person to edit and send.
Keep answers current and case access separate
A Cookie conversation is private to the lender, case and worker. Each new question refreshes facts and permissions, so an earlier balance or approval cannot stand in for the current one. Switching cases switches the conversation, keeping one borrower’s context out of another’s work.
Suggested questions reflect the worker’s permissions and the lender’s enabled capabilities. Operations can stop Cookie’s action capabilities immediately while leaving direct answers available.
Manage usage and answer quality
Lenders set capability controls, limits per question and shared usage allowances. Each question uses at most one model call. A repeated click returns the same answer without a second charge.
Operators can rate an answer to their question as helpful, incorrect, incomplete or unsafe, or flag a source problem and add a comment. The rating stays linked to the exact answer and Cookie version, so quality review can return to what the operator saw.
Usage reporting brings those ratings together with question types and the outcomes of confirmed actions. Managers can identify recurring problems and review the relevant answers. Feedback is recorded separately from the borrower’s case facts.