A retail bank's contact-center business case lists lower cost, faster answers and "transformation" as goals. The bank has also committed to its regulator to respond to complaints within a fixed number of days. How should the architect frame success criteria for the Claude solution?

Answer: D — Make fully loaded cost per resolved contact primary, with the regulatory deadline and complaint accuracy as guardrails

(d) names one primary pillar measured end to end and turns the regulatory commitment and quality into guardrails that must not degrade, making the trade-off explicit. (a) hides trade-offs in a blended number. (b) is a model-centric proxy. (c) can rise while complaints go unresolved or escalate, so it is the wrong metric to optimize.