Your previous AI calling provider went dark, so the team is dialling by hand again. Ava makes the outbound calls for you: she verifies who she's speaking to, agrees an affordable arrangement, handles disputes, spots when someone's struggling, and texts a secure link to pay or dispute.
Same handoff you had before: you send the weekly file, we make the calls and follow up by SMS, you get a report back for Vtiger.
Affordability first, no threats, no pressure. Built to FCA CONC, the Consumer Duty, and the vulnerable-customer guidance.
She never takes card details by voice. She texts a secure link, a short form to arrange payment or raise a dispute.
Each call writes a structured outcome to Airtable, ready for a human to review and upload to Vtiger.
Five cases shaped from your own test file, four consumer accounts and one business invoice, £129 to £2,700. Pick one; Ava loads that file and calls. Personas are synthetic.
Ava confirms who you are, understands the situation, and agrees an affordable plan within the floor, then offers to text a payment link.
Ava does not argue. She logs the dispute, tells you collection is paused while it's reviewed, and offers to text a dispute form.
Ava softens, stops any pressure, offers a human callback, and signposts free debt advice. She never pushes a payment.
Ava recognises a business debt, keeps it professional and non-threatening, and drops the consumer-only forbearance scripting, still identity-first.
Ava stays calm, never threatens, makes no false claims of court or bailiffs, notes the refusal, and closes cleanly instead of looping.
With no confirmed identity, Ava discloses no balance, no creditor, nothing, and offers a neutral callback. That's the data-protection guarantee.
A worked example (text, not the live demo): Grace calls back about her vet bill. Identity, understanding, an affordable plan, an SMS link, and a logged outcome.
Six choices that make this safe in front of a debtor, and in front of your compliance team.
Arrangements are grounded in what the person can afford. She offers time to pay, reduced or token payments, and Breathing Space, and never pushes someone past their means or suggests borrowing to repay.
Bereavement, illness, real hardship, confusion, she hears it, softens, applies no pressure, offers a human, and signposts StepChange, National Debtline, Citizens Advice and MoneyHelper.
No balance, creditor, or even the fact of a debt until she's confirmed the right person. A voicemail or the wrong person hears nothing that reveals a debt.
She never implies court, bailiffs, arrest, or that non-payment is a crime, the lines that carry real legal risk. Disputes pause collection and route to a person.
Ava drafts the note and captures the commitment. She grants no binding settlement and writes no system of record. A person reviews every outcome and owns the account.
A structured outcome, consent line, and summary land in Airtable on every call, ready for your review and for Vtiger.
The same handoff you had with your previous provider. Nothing changes on your side.