A voice for every stage, queue and brand.
An early-stage reminder shouldn’t sound like a 90-day negotiation, and an inbound call shouldn’t sound like an outbound campaign. AI Personas let you give each one its own name, voice, language and playbook, while every persona follows the same compliance rules.
Meet the personas.
Start with these four, rename them to fit your brand, or build your own.
“Looks like this one slipped by. Want to take care of it now, or pick a date that works?”
- Tone
- Warm, upbeat
- Stage
- Pre-due to 30 DPD
- Channels
- Voice · SMS
- Goal
- Cure before roll
“I want to help you get back on track. Let’s look at what you can do this week.”
- Tone
- Calm, direct
- Stage
- 61–120 DPD
- Channels
- Voice · SMS
- Goal
- Payment or plan
“Con gusto le ayudo. ¿Prefiere pagar hoy o fijar una fecha?”
- Tone
- Patient, friendly
- Stage
- All stages
- Channels
- Voice · SMS
- Goal
- Same outcomes, in Spanish
“Thanks for calling. In a few words, what can I help you with today?”
- Tone
- Concise, helpful
- Stage
- Inbound, any stage
- Channels
- Inbound voice · chat
- Goal
- Resolve or route
Everything a persona can be tuned for.
Name & greeting
How the persona introduces itself and your company on calls, texts and voicemail.
Voice & pace
Choose the voice, speaking rate and pause length that fit your borrowers and brand.
Language
English, Spanish, or switch automatically when the borrower does.
Tone by stage
Friendly at 5 DPD, firmer and more specific at 90, always respectful.
Offer playbook
Minimum payment, split-payment rules, promise windows and extension eligibility.
Escalation triggers
Which words, intents or account flags send the call to a live agent, and which queue.
Caller ID & numbers
Outbound numbers, caller ID name and SMS sender, per brand or portfolio.
Conversation flow
Where disclosures play, how identity is verified and how the call wraps up.
Personalities change. The rules don’t.
Every persona inherits the same compliance layer. You can change how an agent sounds without touching what it’s allowed to say or do.
- Shared contact rules: Reg F call caps, calling windows and opt-outs count across every persona, so switching voice never resets the clock.
- Approved language only: disclosures, Mini-Miranda and voicemail wording are locked and versioned.
- Offer limits enforced: no persona can offer more than the playbook allows.
- Discloses it’s an AI: every persona identifies itself as a digital assistant.
- Sign-off before launch: new personas and script changes go live only after your approval.
Find the voice that collects.
Run personas and script variants side by side on matched segments. Compare them on outcomes, such as right-party contact, promise rate and kept-promise rate, then roll out the winner.
| Variant | RPC | PTP rate | Kept | Status |
|---|---|---|---|---|
| CCara · warm opener | 29% | 17% | 71% | Control |
| MMarcus · direct opener | 30% | 21% | 74% | Leading |
| CCara · payoff-first | 28% | 15% | 69% | Trailing |
Many lenders, many brands, one platform.
Servicers and multi-brand lenders can run a separate persona set per client or portfolio, each with its own greeting, caller ID, playbook and reporting.
Per-client persona sets
Each client hears its own brand, never another lender’s.
Per-client reporting
Outcomes, dispositions and compliance evidence separated by client.
Per-client policies
Different offer rules and state settings per portfolio, all enforced automatically.
Tell us about your brand and portfolio. We’ll bring a persona built for it to the demo.