Skills Compliance
Policy versus practice
The question is whether the answer customers receive is the answer the company intends. It is asked in two situations: a specific complaint where someone may have been misinformed, and a proactive audit of a topic that matters.
npx rulebase-skills install cx-policy-practice-divergenceWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “did we give customers the wrong information about X”
- “are we answering this consistently”
- “find every instance where agents said X”
- “check our answers against the knowledge base”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Four outcomes, not two
For each conversation where the topic arose, classify what the agent asserted.
Step 1: define the claim precisely
An audit of "wire instructions" is unrunnable. An audit of "whether customers were told that an intermediary bank fee may be deducted" is runnable.
Step 2: compare against the policy in force at the time
This is the trap. Policies change. Comparing eight months of conversations against today's knowledge base will produce a large pile of "contradictions" that were correct answers when they were given.
Step 3: find the population, and report your recall
For a compliance question you need every conversation where the topic arose, not a random sample. That makes retrieval the weak link, and an audit that does not report its own recall is not auditable.
Consistency and correctness are different measurements
Report both, because they have different remedies: Consistency, Correctness.
When the finding is a compliance matter
If the topic is regulated — funds availability, disclosures, complaint handling, credit decisions, data rights — a confirmed contradiction is not a coaching note. It has a reporting obligation and a timeline that you do not get to set.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
