explorer-monorepo/docs/specs/vtm/teller-orchestrator.md

Teller Orchestrator Specification

Overview

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

Workflow Engine Architecture

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