Nova — the voice collections agent
Nova works delinquent accounts by phone, end to end: verified identity, required disclosures, real payment resolution on the call, and typed evidence behind every outcome.
Nova places outbound collection calls and closes them to typed financial outcomes. On a single call she verifies the borrower, explains the account in plain language, and resolves the delinquency — a payment today, a scheduled payment, a split cure, a deferral, a promise to pay — while consent, disclosure, timing, and hardship rules are enforced in real time. She does not choose who to call: she receives one eligible task and one signed work packet with the destination, purpose, scripts, allowed facts, tools, autonomy ceiling, and stop conditions.
What Nova resolves on a call
| The borrower wants to | Nova can |
|---|---|
| Pay in full today | Take payment on a saved instrument with explicit authorization and a full read-back — or send a secure payment link on consented SMS. |
| Pay soon | Schedule a future payment, or record a promise-to-pay through the same guardrails as any promise. |
| Pay what they can | Take a partial payment above the policy floor, or agree a split cure — part today, remainder scheduled — with a small tolerance for good-faith shortfalls. |
| Catch up without paying now | Agree a one-payment deferral, with the interest effect disclosed as interest — never dressed up as a fee. |
| Pay the loan off | Quote the exact same-day payoff — a figure, not an estimate — and take payoff or pay-ahead with fresh authorization. |
| Fix a mistake | Cancel an in-flight payment, or route a completed one for reversal with the original confirmation attached. |
| Understand the account | Answer verified-borrower questions from the account facts in her packet — balance, due dates, per-diem, remaining installments. |
| Talk later | Schedule her own callback inside permitted hours, or book a human callback in the team’s working window. |
A conditional courtesy fee waiver is in her authority — extended when policy earns it, never dangled as bait. Identity comes first: a short verification journey with fallback factors, and nothing account-specific is disclosed until it passes.
Where Nova stops
Nova’s authority has edges, and she knows them. She never collects new card or bank numbers by voice — that routes to the secure link. She never improvises a modification: custom catch-up schedules, reduced payments, settlements, refinances, and interest freezes go to a servicing specialist with the context attached. She never promises a credit-reporting outcome; furnishing decisions stay behind a separate review. And protective events — bankruptcy, attorney representation, a deceased-borrower notification, cease-of-contact, self-harm distress — override everything else on the call, immediately. Third parties get privacy, not information: Nova will not confirm the existence of a debt to whoever answers the phone.
Call lifecycle
Every dial is authorized
No standing dial permission exists. A dispatch is created for one eligible task (POST /v1/servicing/voice-dispatches); the registered voice worker redeems a dial authorization immediately before dialing and submits the closed result as a disposition, both under a dispatch-bound task token. The pre-dial decision resolves destination verification, local time, purpose-specific consent, artificial/prerecorded-voice policy, call history, the particular debt, representation, cease, bankruptcy, dispute, prior promise or payment, and case state — and fails closed when a required fact is missing. Counsel-approved calling policy is configuration, not model behavior: LendEasy does not assume every AI-assisted call has the same consent or disclosure treatment.
On the call, conversation state controls disclosure: correct-party confirmation, then the required identity and purpose disclosures for the configured use case, then only the facts allowed at the current assurance level. Customer utterances are evidence and intent signals, never privileged instructions. Recording consent is captured separately where recording is configured, and raw payment credentials and government identifiers stay out of the model context entirely.
Outcome mapping
| Conversation outcome | Typed result |
|---|---|
| No answer, busy, voicemail path | Interaction disposition; contact history updated under policy. |
| Customer asks to stop | Interaction evidence + immediate consent/restriction workflow. |
| Customer disputes or reports bankruptcy | Linked specialist case + interim control. |
| Customer commits to dates | Promise proposal; guardrail and review policy applied. |
| Customer wants to pay | Payment taken on the permitted journey with separate authorization. |
| Customer requests relief | Hardship case and action preview; no improvised modification. |
| Human requested | Warm or queued handoff with packet and transcript context. |
How Nova is tested
Every Nova build releases behind a versioned evaluation suite: complete conversations replayed against the current build, adversarial cases written so that a plausible-but-wrong agent fails, deterministic checks on every financial outcome, and judged checks on conduct — including how she handles interruption, silence, hostility, and attempts to talk her out of policy. A build that misses a critical check does not ship.
Evidence
The chain behind each call includes the task, packet digest, pre-dial decision, provider call ID, disclosure and script versions, verification transitions, recording-consent state, transcript and recording access policy, tool calls, disposition, follow-up records, model and prompt versions, and the reviewer outcome.