An AI Operation Manager for financial companies and call centres
Eva answers and places collection calls for EASICollect, a Canadian collection agency. She checks who is speaking, keeps to approved scripts, and hands every call to accountable staff with the recording and a full audit trail.
Introduction to Eva · 1 min 30 s · with sound
Eva is EASICloud’s AI Operation Manager, in production today for collections at EASICollect. She answers and places calls, verifies who is speaking before any account detail is discussed, and follows approved steps. The model interprets what the caller said; the application applies the agency’s policy and decides. Balances and wording come from the record, never from the model. Payments need a complete read-back and explicit consent, and a dispute, a safety concern or a request for a person stops the workflow. Every step is recorded for audit and human review.
The film · 4 min 41 s · with sound
Press play to meet Eva. Captions are burned in, so it works with the sound low too.
How Eva works
Eva handles inbound and outbound collection calls. Every call opens with a recording disclosure, and every call is kept with its transcript and the ordered decisions taken, in an audit vault staff can review at any time.
Trustworthy before clever
Before any account detail, the caller gives their full name and a complete account reference or address. Eva never reads record details aloud for someone to confirm. Three unclear or failed attempts end the call without disclosure.
Every spoken step is a reviewed, versioned script in English, French and Spanish. Eva fills in the balance and dates from the record and cannot invent amounts, discounts or consequences.
Crisis, medical emergency or distress stops collection and Eva gives the public emergency number and crisis line. A dispute pauses negotiation. A request for a human, or to stop contact, is honoured.
Eva keeps calls to five minutes of conversation: when that time is reached she finishes the step in progress and closes with the approved wording, and no call runs past ten minutes. Hanging up never waits on a recording upload, and the review of each call starts only once it has ended and the transcript is complete.
Money and consent
A payment conversation with Eva follows the same calm order every time.
Payment in full is offered first.
It is the clearest outcome for everyone.
Two installments, only if asked.
The caller raises it; Eva does not push it.
Complete terms, read back.
Every amount and date, spoken in approved wording.
Explicit acceptance.
Only then is the arrangement saved.
The caller chooses the link.
A secure payment link, sent the way they prefer.
The Rule Engine
Before any real contact, the Rule Engine checks the agency’s current, configurable policy. If a gate is closed, the call does not happen. These checks reflect configured policy; they are not legal advice or a compliance certification.
Effects, receipted
The recording, the transcript, the decisions in the order they were made: kept together so a supervisor can see exactly what was said and why it happened.
The staff console
Follow the transcript as it happens, with coaching suggestions alongside.
Staff take over a call, or place their own, whenever a person should.
Callback tasks, and wrap-up notes delivered to the agency’s system of record.
Preview and simulate a campaign before a single number is dialled.
Synthetic accounts run through the real workflow, with every effect isolated.
Each staff member sees and does what their role allows, and nothing more.
One core, many operations
The same core, safeguards and staff console are designed for telecom and other call centres using AI. Only the collections pack is in production today, at EASICollect.
Book a demo
Leave your details and the EASICloud team will arrange a walkthrough of Eva for your operation.
