AI assist that makes the agent faster without removing accountability.

flowchart LR
  subgraph Member["Omnichannel interaction layer"]
    M["Member / broker / group user"]
    VOICE["Voice Portal / IVR"]
    CHAT["Web chat"]
    MSG["Secure portal message"]
    EMAIL["Email / SMS handoff"]
    PORTAL["ServiceLink, BrokerLink, GroupLink event"]
    ROUTER["Contact center routing"]
    AUTH["Authentication and consent"]
  end
  subgraph Conversational["Conversational and channel adapters"]
    ADAPT["Channel adapter"]
    TEL["Telephony, chat, message, and portal integration"]
    APIGW["API Gateway"]
  end
  subgraph Runtime["Private AI runtime"]
    DGX["Private GPU / model runtime"]
    LLM["Model gateway adapter"]
    RAG["RAG retrieval"]
    COMP["Compliance guardrails"]
    NGINX["NGINX load balancing"]
  end
  subgraph Data["Data and integration layer"]
    DB2["Mainframe DB2"]
    CRM["CRM and business applications"]
    DOCS["Document repositories"]
    PIPE["Data pipeline"]
  end
  subgraph Security["Security perimeter"]
    ZT["Zero trust"]
    MON["Compliance and monitoring"]
    NET["Network security"]
  end
  M --> VOICE
  M --> CHAT
  M --> MSG
  M --> EMAIL
  M --> PORTAL
  VOICE --> ROUTER
  CHAT --> ROUTER
  MSG --> ROUTER
  EMAIL --> ROUTER
  PORTAL --> ROUTER
  ROUTER --> AUTH --> ADAPT
  ADAPT --> TEL --> APIGW --> NGINX --> DGX --> LLM
  LLM --> RAG --> DOCS
  LLM --> COMP --> CRM
  APIGW <--> DB2
  APIGW <--> CRM
  PIPE --> RAG
  ZT -.-> AUTH
  NET -.-> APIGW
  MON -.-> COMP
  MON -.-> CRM
        

flowchart LR
  subgraph Access["Access and identity"]
    CH["Omnichannel ingress"]
    WAF["WAF, TLS, bot controls"]
    IAM["SSO, MFA, RBAC, consent"]
  end
  subgraph Policy["AI policy enforcement"]
    CLASS["Data classification"]
    DLP["PII/PHI redaction"]
    PROMPT["Prompt and response firewall"]
    ACTION["Least-privilege action policy"]
  end
  subgraph Runtime["Private AI boundary"]
    GATE["Model gateway"]
    RUNTIME["Private model runtime"]
    RAG["Secure RAG and source citations"]
    TOOL["Read-only tool gateway"]
  end
  subgraph Systems["Enterprise systems"]
    CRM["CRM and case records"]
    API["Eligibility, claim, billing, document APIs"]
    DOC["Policy, plan, script repositories"]
    MF["Mainframe coexistence facade"]
  end
  subgraph Assurance["Assurance and compliance"]
    LOG["Immutable audit log"]
    SIEM["SIEM and 24/7 monitoring"]
    QA["QA, coaching, red-team replay"]
    XWALK["HIPAA, NIST 800-53, NIST AI RMF, SSDF, OWASP LLM, HITRUST/SOC evidence"]
  end
  CH --> WAF --> IAM --> CLASS --> DLP --> PROMPT --> ACTION --> GATE --> RUNTIME
  RUNTIME --> RAG --> DOC
  RUNTIME --> TOOL --> API
  TOOL --> CRM
  TOOL --> MF
  PROMPT --> LOG
  ACTION --> LOG
  RAG --> LOG
  TOOL --> LOG
  CRM --> LOG
  LOG --> SIEM
  LOG --> QA
  SIEM --> XWALK
  QA --> XWALK