# Convershake — Full AI Context Document

> Voice AI platform for digital lenders. Deterministic flows, compliance guardrails, and full auditability for servicing, collections, and credit management.

## Company Overview

Convershake is an AI-powered voice automation platform purpose-built for the consumer lending industry. Unlike generic conversational AI, Convershake uses deterministic conversation flows where every step, branch, and decision point is defined by the operator — the LLM interprets natural language but never invents business logic.

The platform is headquartered in Riga, Latvia and holds ISO 27001 certification from BM Certification.

## Platform Architecture

### Deterministic Flow Engine
All conversations follow operator-defined flows. The LLM handles natural language understanding and variation, but the business logic executes deterministically. Changes go through an approvals workflow with full versioning.

### Compliance Engine
Every call is monitored in real time for:
- Mandatory disclosure delivery (Mini-Miranda, state-specific requirements)
- Forbidden language detection with multilingual pattern matching
- FDCPA, TCPA, and Regulation F adherence
- PII/PCI data masking in transcripts and recordings

### Audit System
Every call produces a comprehensive audit pack containing:
- Full audio recording
- Timestamped transcript
- Flow version used
- Policy version active
- All tool calls and API interactions
- Compliance flags with timestamps

### Multilingual Support
- 30+ language support
- Real-time language switching within calls
- Language-specific variants for greetings, disclosures, and policy phrasing
- Voice tuning for pronunciation of numbers, dates, currencies, and proper nouns

## Solutions Detail

### AI Voice Agent Creation
URL: https://convershake.com/solutions/ai-voice-agent-creation

The platform captures undocumented agent knowledge — the nuanced scripts, objection-handling tactics, and empathy patterns that top-performing collectors use — and converts them into scalable, automated voice agents. Key capabilities:

- Knowledge capture from existing top performers
- Deterministic flow builder with branching logic
- Real-time empathy and tone calibration
- Seamless handoff to human agents when needed
- A/B testing of conversation strategies

### Call Insights & Analytics
URL: https://convershake.com/solutions/call-insights

Real-time monitoring dashboard providing:
- Live call sentiment tracking
- Compliance score per call and per agent
- Outcome and resolution analytics
- Trend analysis across campaigns
- Root cause analysis for compliance failures

### Automated Compliance & Quality Management
URL: https://convershake.com/solutions/compliance

Moves from the industry standard of 2% call sampling to 100% automated coverage:
- Automated red-flagging of prohibited language or omissions
- Auto-triggered remediation workflows for high-risk events
- Smart dispute management with instant flagging
- Objective, data-driven agent scoring (removes QA bias)
- Searchable transcripts with timestamped compliance flags

## Integration Ecosystem

Convershake integrates with:
- **Telephony/CCaaS**: SIP trunking, call routing, dialing systems
- **CRM Systems**: Profile access, outcome writing, activity logging
- **Identity Systems**: Configurable multi-factor authentication
- **Payment Platforms**: Balance lookups, secure payment link generation
- **Servicing Platforms**: Account data, payment history, loan details

## Industry Context

The consumer lending industry faces increasing regulatory scrutiny, agent turnover (averaging 30-45% annually in collections), and rising multilingual borrower populations. Traditional QA processes audit only 2% of calls, leaving 98% of conversations unmonitored for compliance violations.

Convershake addresses these challenges by automating call handling while maintaining full compliance coverage and creating institutional knowledge that persists beyond individual agent tenure.

## Frequently Asked Questions

### How does Convershake ensure compliance?
Through mandatory disclosures configured by market/call type, forbidden language detection with multilingual pattern matching, and comprehensive audit packs for every call.

### Can operators control the conversation flow?
Yes. Every step, branch, and decision point is defined by the operator. All changes go through an approvals workflow with full versioning.

### How does Convershake prevent "black box" behavior?
The LLM interprets natural language and handles variations, but flows execute deterministically. Business logic is never invented by the model.

### How are multilingual borrowers handled?
Language variants for greetings, disclosures, and policy phrasing per market. Language switching is built into flows with voice tuning for pronunciation.

### What integrations are supported?
Telephony/CCaaS for routing, CRMs for profile access, identity systems for authentication, and servicing/payment platforms for balance and payment operations.

### Is the platform suitable for small agencies?
Convershake is designed to scale from mid-market agencies to enterprise lenders. The platform adapts to call volume without additional infrastructure.

### What is the deployment timeline?
Typical deployment takes 4-8 weeks including flow design, compliance configuration, integration setup, and testing.

### How is data security handled?
ISO 27001 certified. All data encrypted in transit and at rest. PII/PCI masking applied to transcripts. Role-based access controls throughout.

### Does Convershake replace human agents entirely?
No. The platform handles routine calls and escalates complex situations to human agents. It augments human teams rather than replacing them.

## Contact Information

- Website: https://convershake.com
- Support Email: support@convershake.com
- LinkedIn: https://www.linkedin.com/company/convershake/
- Location: Riga, Latvia

## Legal

- Privacy Policy: https://convershake.com/privacy-policy
- Terms of Service: https://convershake.com/tos