Why lenders struggle to scale voice operations

Compliance drift at scale: disclosures missed, prohibited phrasing, inconsistent handling.

High-volume repetitive intents: balance, due dates, payment methods, disputes.

Fragmented policies and knowledge: slow rollouts across markets and brands.

Low visibility into edge cases: vulnerable customers, disputes, fraud cues, language switching.

Vendor friction: engineering dependency for updates, hourly maintenance fees, integration overhead in telephony/CCaaS.

Evidence-based onboarding → controlled deployment → continuous improvement

Ingest evidence

Import calls + SOPs + policy docs.

Map ideal flows + edge cases

Define flows, repair patterns, and scoped knowledge.

Deploy with guardrails

Disclosures, policy constraints, audit logging.

Improve continuously

Analytics → gap detection → approved releases.

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Everything you need for lender-grade Voice AI

Conversation Studio (Flows)

Deterministic steps, branching, slot validation, sub-flows

Pattern Library (Repair)

Interruptions, corrections, clarifications, silence handling, handoff

Knowledge scoping + gap detection

Approved sources only, backlog when retrieval fails

Guardrails & governance

Approvals workflow, versioning, controlled releases

Testing & simulation

Approved sources only, backlog when retrieval fails

Monitoring & analytics

Deterministic steps, branching, slot validation, sub-flows

Compliance-first by design

Convershake enforces policy guardrails while keeping every interaction traceable.

Disclosure engine (by market/call type/borrower status)

Forbidden language detection (multilingual patterns)

Vulnerable customer handling triggers and required responses

Audit pack: recording + transcript + flow version + policy version + tool calls

Convershake is not a loan origination system or credit decision engine. Payment credentials are handled via PCI-compliant flows with external providers.

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ISO 27001 Certified

Independently audited by BMC Certification for information security management. Our ISMS ensures your data is protected with industry-leading security controls.

Data encryption

Access controls

Incident response

Continuous monitoring

Integrations that fit lender operations

Telephony / CCaaS

Inbound routing
Outbound dialing
Warm transfer
Webhooks
Recording links

Identity & verification

Configurable authentication by scenario

CRM / ticketing

Read profile
Write outcomes
Tags
Summaries

Servicing / payments

Balance/due date
Payment status
Promise-to-pay
Secure payment links

Reduce per-market telephony overhead

Standardize setup across countries and brands to avoid repeated manual configuration.

Voicemail & silence handling

Detect voicemail/silence patterns and exit or route intelligently to avoid wasted minutes.

Seamless integration with Genesys

Native connector for Genesys Cloud—route calls, sync outcomes, and access customer context in real time.

Real-time sync Call routing Context API Queue management

Language quality that holds up in real markets

Support multilingual borrowers and seamless language switching.

-> Market/language variants for greetings, disclosures, and policy phrasing

-> Language switching behavior built into flows and repair patterns

-> Voice tuning support (pronunciation, numbers, dates, amounts, pauses)

Language quality is validated per market during onboarding and continuously improved through QA signals.

Designed for unit economics

Reduce cost-to-serve

Contain repetitive calls and shorten handle time.

Lower maintenance overhead

Make flow updates without constant engineering help.

Scale without vendor lock-in

Governed releases and reusable components across markets.

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Capacity Estimator

Monthly calls Avg handle time (min) Agent cost/hour ($)

Target containment: 45%

Hours saved / month

$ saved / month

Frequently Asked Questions

How do you ensure compliance?

Convershake enforces compliance through mandatory disclosures configured by market/call type, forbidden language detection with multilingual pattern matching, and comprehensive audit packs that include recordings, transcripts, flow versions, policy versions, and all tool calls.

Can we control the flow?

Yes. Convershake uses deterministic flows where you define every step, branch, and decision point. All changes go through an approvals workflow with full versioning, ensuring controlled releases to production.

How do you prevent 'black box' behavior?

The LLM interprets natural language and handles variations, but flows execute deterministically. Business logic is never invented by the model—it follows your defined paths, policies, and guardrails.

How do you handle multilingual borrowers?

We support language variants for greetings, disclosures, and policy phrasing per market. Language switching behavior is built into flows and repair patterns, with voice tuning for pronunciation, numbers, dates, and amounts.

How do integrations work?

Convershake integrates with telephony/CCaaS for routing and dialing, CRMs for profile access and outcome writing, identity systems for configurable authentication, and servicing/payment platforms for balance lookups and secure payment links.

Do we need engineers to make changes?

Business users can edit flows directly through our Conversation Studio. Integrations are managed with standard connectors. Engineering support is available for custom requirements but not required for day-to-day operations.

How do you handle long pauses?

Voice tuning includes turn-taking controls and silence patterns. You can configure pause thresholds, prompts for engagement, and graceful exit paths when silence exceeds defined limits.

Do you support voicemail?

Yes. Convershake detects voicemail and silence patterns, then executes configured actions—whether that's leaving a message, terminating the call, or routing to a callback queue to avoid wasted minutes.

What does onboarding look like?

Our evidence-based approach starts with ingesting your actual calls, SOPs, and policy documents. We map ideal flows and identify edge cases, then deploy with guardrails. The platform continuously improves through analytics and gap detection.

Evidence-based Voice AI for Digital Lenders