One trust architecture, every recommendation.
The same five-step path runs underneath everything Palladium ships — a revenue lead for a relationship manager, a care-gap nudge for a patient, a resolved dispute for a customer. Here's exactly how it works.
Decision trace
Record #TR-8841 · Fee waiver1Customer asks a question"Can I get the $35 NSF fee waived?" — via Chat
2Deterministic core evaluates eligibilityFirst-time NSF, no waivers in trailing 12 monthsfee-waiver-eligibility
3Concierge explains the decisionPlain-language response — the model never decided, only narrated
4Record sealed, replayable on requestAvailable to any examiner or auditor, step by step
Trusted by 300+ client organizations
How Concierge handles a single request
Five steps, every time.
Request walkthrough
- Data stays putPII masked before anything reaches a model
- Rules decidethe deterministic core checks your policy first
- AI explainsthe model narrates the decision, never makes it
- A path forwardhandoff or escalation when the outcome isn’t final
- Everything’s sealedreplayable record, on request
Three pillars. One trust architecture.
Every request that reaches Palladium passes through all three, in this order — never a different one.
The Concierge
Talks to the customer, in any channel, and routes each request to the right specialist agent. Decides nothing on its own — it narrates what the Rulebook already decided.
See it handle a request →The Rulebook
Decides everything — dollar thresholds, eligibility, escalation — in code. Talks to no one. The model never sees this layer.
See a rule fire →The Ledger
Seals what the Rulebook decided and the Concierge said. Replayable and exportable — nothing written to it, ever changes.
See a record exported →Automations, not just conversation.
Palladium doesn't wait to be asked. Proactive triggers resolve the request before the customer opens a ticket.
Proactive fee waiver
First-time NSF customers get a waiver decision and notification before they ever have to ask.
Provisional credit on schedule
Eligibility and timelines tracked automatically — no dispute ages past its deadline unnoticed.
Early hardship outreach
At-risk accounts get a warm, policy-bounded conversation before a missed payment, not after.
Partners
Three ways to work with us.
Start where you are — pilot one journey, or bring the full architecture in-house.
Managed concierge
Sphere runs the platform. You bring the policies and systems of record.
- Fastest path to production
- Fully managed guardrails & updates
- Best for a first journey family
Co-managed rollout
Your team owns policy authoring; Sphere owns platform operations and audit.
- Direct control over rules & thresholds
- Sphere-operated infrastructure
- Scales across journey families
Private deployment
Fully private in your VPC, with private LLM options and your own operating team.
- Full data sovereignty
- Bring-your-own-model support
- Best for the strictest mandates
One trust architecture. Different rulebooks.
The five-step path you just saw runs underneath every industry we serve. What changes is which rules the deterministic core enforces before the model ever speaks.
Reg E, OCC, CFPB, FFIEC, FDIC
Dollar-threshold guardrails and Reg E timelines enforced in code before a dispute ever reaches the model.
Coverage & claims rules
Policy terms and coverage checks decided deterministically, before FNOL narration ever reaches a customer.
Explore Insurance →HealthcareHIPAA-aware scope
Clinical scope-of-practice rules gate what the concierge is allowed to say, enforced before generation.
Explore Healthcare →Automation you can audit. Not AI you have to trust.
Every AI vendor demos to the CX team. Palladium demos to your compliance leader first — because if the audit trail doesn't survive that meeting, nothing else matters.
Replayable audit trailevery interaction
Every prompt, tool call, decision, and reasoning step — timestamped, sealed, exportable for examiners and internal audit.
Deterministic guardrailsdollar & risk thresholds
Hard limits enforced in code, not prompts. Natural-language policy enforcement layered on top, never instead.
Prompt-injection & output screeningevery message
Inbound messages screened before they reach the model; outbound responses screened before they reach the customer. PII redaction runs on both passes.
SOC 2 Type II · HIPAAcertified · compliant
Bank-grade encryption, role-based access, and no training on your customer data — by default and by contract.
Private, model-agnostic coreyour VPC or ours
Hosted by Sphere with strict data isolation, or fully private in your own cloud — AWS, Azure, or Google Cloud — with private model options. Not locked to one cloud.
| Domain | Representative frameworks | What Palladium maps to it |
|---|---|---|
| Organizational security | SOC 2 Type II | Independently audited controls over security, availability, and confidentiality. |
| Healthcare | HIPAA | PHI handling, minimum-necessary access, and business associate obligations for health system deployments. |
| Data protection & privacy | GDPR · CCPA/CPRA | Consent management, PII redaction before model access, data residency controls. |
| Banking & tech risk | DORA · FFIEC · PRA/FCA · MAS TRM · OSFI · APRA | Model risk management, operational resilience, third-party risk documentation. |
| AI-specific regulation | EU AI Act | Risk classification, explainability, human-oversight requirements for high-risk use. |
| Payments & data security | PCI DSS | Segmentation and tokenisation of payment data anywhere it touches the model layer. |
| Securities & markets | FINRA · MiFID II | Recordkeeping, communications surveillance, best-execution-adjacent audit trail. |
Pillar 3 · The Ledger — export audit record
- Record
- #TR-8841
- Status
- Sealed
- Format
- PDF · digitally signed
- Steps included
- 4 of 4 · full trace
Take the checklist
The same questions your compliance and procurement teams will ask — with the answers Palladium already has. 20 questions, one PDF.
Seen enough? Let's walk through it live.
See the architecture on your own use case — a real request resolved end-to-end, with the full decision trace replayed on screen.
Book a walkthrough