Consumer Duty good-outcomes evidencing for agent-augmented journeys
What 'good outcomes' looks like when an AI agent sits in the customer journey — and what to log to evidence it.
"Download PDF" opens your browser's print dialog — choose Save as PDF as the destination.
Good outcomes are observable
Consumer Duty asks firms to evidence good outcomes, not good intent. For agent-augmented journeys, that means logging the customer-visible result and the agent's role in producing it. Intent and effort are not evidence — outcomes are.
Four outcomes, four log shapes
Products and services: log the agent's role in the recommendation path. Price and value: log fee disclosure events and timing. Consumer understanding: log the readability score and the customer's stated comprehension. Consumer support: log handoff events and the agent's escalation reasoning. Each shape composes into the sub-period report.