AI Collector Coach

Catch FDCPA risks while the call is happening.

Most call QA happens days later, after the violation has already been recorded. The AI Coach listens in real time — flagging risk language, surfacing winning openers, and scoring every conversation.

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Live transcription

Streaming Deepgram speech-to-text with speaker diarization. Agent and debtor turns separated. Drift below 800ms.

FDCPA violation detection

LLM-augmented detection of prohibited language: false threats, deception, third-party disclosure, abusive tone. Flagged in real time to supervisor.

Live whisper coaching

When debtor mentions hardship, the agent sees a payment-plan suggestion. When the call drifts, a re-anchor prompt. Coaching when it counts.

Promise-to-Pay auto-detect

When the agent confirms an amount + date, the system pre-fills the PTP form. Agent confirms, we save it. No mid-call paperwork.

Post-call scoring

Rubric-based scoring across compliance, empathy, persistence, close attempt. Per-collector and per-team trends.

Sentiment trajectory

Track debtor sentiment minute-by-minute. Early-call hostility that softens predicts conversion. We surface the pattern.

What gets flagged

FDCPA red flags, caught instantly.

Pattern library curated from CFPB enforcement actions and class-action complaints. Updated as case law evolves.

"...going to jail..."

False threat — Sec 807

"...garnish your wages today..."

False threat — Sec 807

"...tell your employer..."

Third-party disclosure — Sec 805

"...ruin your credit forever..."

Misrepresentation — Sec 807

"...you're a deadbeat..."

Abusive language — Sec 806

"...we'll come to your house..."

False threat — Sec 807

AI Coach FAQ

Where does transcription run?+

Streaming via Deepgram (Nova-2 model). Audio never leaves SOC 2 vendor infrastructure. Transcripts persist on your S3 bucket — you control retention.

What about Spanish-language calls?+

Spanish supported on launch (Deepgram covers it). FDCPA pattern library includes Spanish equivalents.

Does the agent see the coaching?+

Yes — a discrete sidebar in the workspace. Coaching cards appear contextually, never blocking the call. Supervisors see the same in real time.

What's the false-positive rate on FDCPA detection?+

Targeting <5% on the curated pattern set. We surface borderline calls to supervisor review rather than auto-blocking. The bias is toward catching too much, then human-filtering.

Does it integrate with my training program?+

Yes — flagged calls feed into a coaching queue for supervisors. Per-collector trend reports identify training opportunities. API hooks let you push scores to your LMS.

Coaching that happens during the call.

Not 48 hours later when it's already too late.

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