Agentic voice conversations built for collections.
Outbound and inbound calls handled by an AI agent that holds a real conversation. The AI Dialer verifies the right party, delivers every disclosure, negotiates within your policy and takes the payment before the call ends. When a borrower needs a person, it transfers the call with the full story attached.
Outbound campaigns and inbound calls, on the same brain.
Outbound agentic campaigns
Work your delinquency queues by stage, score or due date. The AI Dialer paces attempts, detects answering machines, leaves compliant voicemails and turns every live connect into a full conversation instead of a prerecorded message.
- Predictive, progressive and preview dialing modes
- Attempt strategy by stage, time zone and best time to call
- Broken-promise and pre-due reminder campaigns
Inbound agentic conversations
Borrowers who call you get an answer, not a menu tree. The AI agent greets them by intent, authenticates, looks up the account and resolves the call: payment, promise, payoff quote, due-date question or transfer.
- Natural-language call routing that replaces “press 1, press 2”
- 24/7 coverage, including nights, weekends and overflow
- Zero-out to an agent at any point in the call
What changes when the call is agentic.
| Call moment | Legacy IVR & robo-dialer | CaraFin AI Dialer |
|---|---|---|
| Greeting | “For payments, press 1.” | “Hi, this is Cara from Horizon Lending. What can I help with today?” |
| Authentication | Keypad only, frequent failures and zero-outs | Speech or keypad (DTMF), with retries and plain-language help |
| Borrower questions | Not supported; caller transfers or hangs up | Answers payoff, due date, fees, extensions and payment options |
| Negotiation | Fixed prompt: pay the full amount or press 0 | Offers split payments, promises and extensions inside your policy |
| Payment | Separate payment menu | Taken in the same call, with recording paused during card entry |
| Escalation | Cold transfer; borrower starts over | Warm transfer with verification, disclosures and offers attached |
| Follow-up | None | SMS receipt, reminder before the promise date, broken-promise call |
More live connects from every attempt.
A conversation only happens if someone picks up. The AI Dialer is tuned to reach the right party at the right time, without burning your numbers.
Smart dialing modes
Predictive for high-volume early stage, progressive for mid-stage and preview for sensitive late-stage accounts.
Answering-machine detection
Detects voicemail and leaves a Reg F limited-content message: no debt details, just a name and callback number.
Local presence caller ID
Calls from numbers local to the borrower, with your registered caller ID name.
Number health
Monitors numbers for spam labels and rotates them out before answer rates drop.
Best time to call
Learns when each borrower tends to answer and schedules attempts inside their local calling window.
Missed call? Send a text
No answer triggers an AI Texting follow-up so the borrower can reply, pay or ask for a callback.
A borrower calls at 9:40 PM on a Sunday.
Your call center is closed. The AI agent answers, works out why they’re calling, verifies them and gets the account current, then writes the disposition to your servicing system for the morning shift.
Thanks for calling Horizon Lending. This call may be recorded. In a few words, how can I help?
I got a letter saying I’m behind and I want to fix it.
I can help with that. First, please say or key in the last four digits of your Social Security number.Intent: past-due payment
Four, two, one, seven.
Thanks, James. You’re 47 days past due with $389.10 owed. You can pay the full amount now, or I can split it into two payments. Which works better?Verified · Mini-Miranda delivered
Full amount. I’ll use my debit card.
Go ahead and enter the card number on your keypad. The recording is paused.Paid · conf. 55-0193 · SMS receipt sent
Take the payment while the borrower is on the line.
Every minute between “yes, I’ll pay” and the actual payment is a chance to lose it. The AI Dialer collects in the same call.
- Card and ACH by keypad. DTMF entry with the recording paused and tones masked, so payment data stays out of transcripts.
- Payment pre-calculation. Quotes the exact amount to bring the account current or keep it out of the next stage.
- Split and scheduled payments. Takes part today and schedules the rest, logged as a promise to pay.
- Confirmation read back. Amount, date and confirmation number read back and texted as a receipt.
- PayNearMe rails. Card, ACH and cash options through your existing processor.
Contact rules checked before every dial, guardrails on every word.
The AI Dialer won’t place a call that breaks your rules, and won’t say anything your compliance team hasn’t approved.
| Rule | How the AI Dialer handles it |
|---|---|
| Reg F call frequency | Tracks attempts per account and per debt. Blocks the 8th call in a rolling 7 days, and any call within 7 days of a completed conversation. |
| Calling windows | Dials only inside the borrower’s local hours (8 AM–9 PM by default), resolved from address and phone time zone, with state-specific overrides. |
| Inconvenient times & places | “Don’t call me at work” or “not before noon” is captured in the conversation and applied to every future attempt. |
| Right-party verification | No account details until identity is confirmed. Wrong-party calls end with no third-party disclosure. |
| Mini-Miranda & recording notice | Delivered on every right-party call, at the configured point in the call flow, and logged as evidence. |
| Voicemail | Limited-content messages only, using your approved wording. |
| Consent & DNC | Checks call consent and internal do-not-call lists before each attempt; revocation captured in a call or text applies across channels. |
| Cease & desist / attorney | Detected in conversation, flagged immediately, account suppressed from outreach and routed for review. |
| Offers & promises | Only offers in your approved playbook. No improvised settlements, threats or misrepresentations. |
CaraFin configures these controls to your policies. Your compliance and legal teams approve all scripts, disclosures and contact rules before launch.
Every call ends with a disposition your systems understand.
Outcome codes map to your servicing system and reporting, so AI calls show up next to live-agent calls, measured on outcomes rather than talk time.
| Code | Meaning | Next step |
|---|---|---|
| PAID-FULL | Account brought current during the call | SMS receipt |
| PAID-PARTIAL | Part paid, remainder scheduled | Reminder before due |
| PTP | Promise to pay captured | Reminder & check on date |
| XFER-AGENT | Warm transfer to live agent | Agent wrap-up |
| LCM-LEFT | Limited-content voicemail | SMS follow-up |
| WRONG-PARTY | Not the borrower; nothing disclosed | Number review |
| DISPUTE | Borrower disputes the debt | Suppress & route |
| CALLBACK | Borrower asked for a later call | Scheduled in window |
We’ll run a sample outbound and inbound agentic call on accounts shaped like yours.