tokenised
Fernwick staff
ops
Fernwick staff
the message
the message
tokens only, under Fernwick's
data rule · loosens no company
to anthropic only
the reply sent
the rebooking made
tokens only, under Fernwick's
data rule · loosens no company
to anthropic only
the score
Trigger · untrusted
A customer writes in: rebook
me after a missed connection
Connection · untrusted
Fernwick's contact centre:
email and chat
Connection
Fernwick's booking system,
live
Code · bring-in
PII gateway: swap names,
booking references and
contact details for tokens
Data
The PII vault: the real value
behind each token
Data
The tokenised case
Data
The intent's SOP and policy
row
Connection
Flight status and seats, read
only, through the MCP
gateway
AI · draft
The clerk drafts a reply and a
proposed rebooking
Data
The clerk's answer
Person · do
A rep rebooks the passenger,
if eligible
Outside action
Rebook the passenger
Ask
Person · do
The rep replies to the
customer
Outside action
Reply to the customer
Ask
Code · bring-in
PII gateway: tokenise what
was sent and done
Data
What was sent and done,
tokenised
AI · check
Once both are in, the judge
scores the clerk's answer
against what was sent and
done, by the intent's rubric
Code · do
Record the score
Data
The intent's scores, for
promotion
Flow only
+
−
Fit
Fernwick Air: rebook after a missed connection, tier shadow
· awml.io