# Teller Orchestrator Specification

## Overview

Orchestrator that connects Soul Machines digital humans with backend services and workflows.

## Workflow Engine Architecture

```mermaid
flowchart TB
    DH[Digital Human UI]
    NLU[Intent/Policy Layer]
    WF[Workflow Engine]
    BANK[Banking API]
    ACT[Action Orchestrator]
    EXP[Explorer Services]
    HUM[Human Agent Console]
    
    DH --> NLU
    NLU --> WF
    WF --> BANK
    WF --> ACT
    WF --> EXP
    WF --> HUM
```

## Intent Recognition and Routing

### Intent Types

**Banking Intents**:
- Account opening
- Balance inquiry
- Transaction explanation
- Limit increase request

**Explorer Intents**:
- Transaction lookup
- Address information
- Token information

**Action Intents**:
- Bridge initiation
- Swap assistance
- Wallet setup

### Intent Recognition

**Method**: NLU from Soul Machines + custom intent classification
**Routing**: Route to appropriate workflow handler

## Policy Enforcement Layer

### Policies

**Role-Based Access**:
- Customer permissions
- Feature access
- Limit enforcement

**Compliance Policies**:
- KYC requirements
- Transaction limits
- Regulatory restrictions

### Enforcement

**Checks**:
- Verify user permissions
- Check compliance status
- Validate limits
- Enforce policies

## Action Authorization

### Authorization Flow

1. User requests action via VTM
2. Teller orchestrator validates request
3. Check user permissions
4. Check compliance status
5. Request explicit confirmation
6. Execute action if authorized

### Authorization Levels

**Level 1**: Information queries (no authorization needed)
**Level 2**: Read-only actions (view account)
**Level 3**: Financial actions (require explicit confirmation)

## Human Escalation Workflow

### Escalation Triggers

**Conditions**:
- Complex issues beyond VTM capability
- User request for human agent
- Compliance concerns
- Technical errors

### Escalation Process

1. Identify escalation need
2. Create support ticket
3. Notify human agent
4. Transfer conversation context
5. Human agent takes over

## References

- Soul Machines Integration: See `soul-machines-integration.md`
- Workflows: See `teller-workflows.md`