When two sides disagree – a customer and a bank, a citizen and a public agency – someone has to weigh both accounts fairly, and fast enough that the queue doesn’t outgrow the team handling it. That’s the problem mediation is built to solve.
Mediation is now live inside Proto’s Inbox co-pilot: a dedicated mode that goes beyond a quick draft reply to review a full case, reason through it, and propose a resolution.
From “what should I reply” to “how should this be resolved”
Inbox co-pilot’s default mode is built for speed – a fast, grounded reply to the routine messages that make up most of a queue. Mediation is different by design. Switching into mediation mode tells co-pilot to slow down: it reasons more extensively and proposes a full resolution rather than a short response, with its thinking process visible in the side panel as it works.
Grounded in the institution’s own case history and policy
Every suggested resolution is trained on the institution’s own knowledge base – its policies and its history of how similar cases were actually resolved. Rather than reasoning from general principles, mediation draws on precedent: what a fair outcome looked like the last time a comparable dispute came through the queue, and what the applicable rules say this time.
The officer still decides
Mediation proposes; it never sends. The suggested resolution lands in the text editor, where the reviewing officer can accept it as-is, edit it, or set it aside entirely – the outgoing message always comes from a person. It’s built to give a reviewer a strong starting point instead of a blank screen, not to remove the judgement of the person accountable for the outcome.
Built for where dispute volume is highest
The case for mediation is clearest in consumer protection: regulators and financial institutions handling instant payment disputes, fraud complaints, and everyday commercial grievances at a volume that outpaces the officers reviewing them. Absorbing the high-volume, routine share of that queue – consistently and fairly – frees supervisory capacity for the cases that need it most: organised fraud, vulnerable citizens, and the policy work that only humans can do. It’s the same principle behind Proto’s wider view of redress: in fast-growing digital public infrastructure, dispute resolution has to be built in from the start, not retrofitted once a backlog has already formed.
Available now
Mediation is available today inside the Inbox co-pilot, alongside its default reply-drafting mode. Read more about Inbox co-pilot.