Two live voice agents built on the same architecture and the same trust rules, shown side by side. Ivy takes inbound candidate-care calls. Nora makes outbound collections calls. Both ground every answer in approved knowledge, verify identity before saying anything private, and hand every call to a person to sign off. Names, companies, and data here are fully anonymized.
One person fields every hiring call across many sites, and most callers still hang up with only a promise that a recruiter will follow up. Ivy answers the candidate herself, any hour, then leaves the recruiter a ready-to-approve summary, so no one waits for a callback.
Status and onboarding questions, the bulk of the volume, handled live, around the clock, no queue, no callback.
The agent shares only general process. Your record stays internal, and a human makes every decision.
Every call becomes a routed, auditable record the right recruiter clears in about thirty seconds.
The highest-volume reasons people actually call. Each plays a synthetic candidate record.
Illustrative distribution, from one real 203-call care-line log (anonymized): about half of calls are status, a quarter onboarding, the rest assessment issues and how-to-apply.
Ivy answers the general process, asks your name and one detail you would know, and closes. It never reads your status back. A handoff is drafted for the recruiter.
Ivy reassures you it does not count against you, takes your details, and drafts a reset request for your recruiter. Ashley's record really is flagged "Issue Reported".
Resolved live, no lookup, no human. Ivy explains how to apply and offers to note your email for alerts. The share of calls that need no recruiter at all.
Ivy congratulates you, says it can't change the date itself, and routes the request to the site team leader. It never edits the record.
Ivy still reveals nothing and behaves exactly the same. You learn nothing about Sarah's record. That is the privacy guarantee, on purpose.
Ivy says it doesn't have that detail and offers a human, rather than guessing. It only says what was approved, never invents.
A worked example (text, not the live demo): a status call, from the question to the answer a human approved.
The choices that make this safe in front of candidates, and easy for legal and security.
Nora makes the outbound calls: she verifies who she's speaking to before revealing anything, agrees an affordable arrangement, handles disputes, spots when someone's struggling, and offers a secure link by text to pay or dispute. Built to FCA CONC, the Consumer Duty, and the vulnerable-customer guidance.
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 offers a secure link by text, a short form to arrange payment or raise a dispute.
Each call drafts a structured outcome, ready for a human to review and load into the CRM.
Five accounts from a synthetic test file, four consumer, one commercial, £129 to £2,700. Pick one; Nora loads that exact file and calls.
Nora confirms who you are, understands the situation, agrees an affordable plan within the floor, then offers to text a payment link.
Nora does not argue. She logs the dispute, tells you collection is paused while it's reviewed, and offers to text a dispute form.
Nora softens, stops any pressure, offers a human callback, and signposts free debt advice. She never pushes a payment.
Nora recognises a commercial debt, keeps it professional and non-threatening, and drops the consumer-only forbearance scripting, still identity-first.
Nora 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, Nora discloses no balance, no creditor, nothing, and offers a neutral callback. That's the data-protection guarantee.
A worked example (text): identity, understanding, an affordable plan, an SMS link, a logged outcome.
Safe in front of a debtor, and in front of your compliance team.
Arrangements grounded in what the person can afford. Time to pay, reduced or token payments, and Breathing Space, never pushing past their means or suggesting they borrow to repay.
Bereavement, illness, hardship, confusion, she hears it, softens, applies no pressure, offers a human, and signposts StepChange, National Debtline, Citizens Advice and MoneyHelper.
A genuine reason and a call-back to check she's real, so it never feels like a scam, but no balance or creditor until she's confirmed the right person. A voicemail 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.
Inbound and outbound look like opposite tasks. Underneath, they run the same discipline: ground every answer, verify before disclosing, and hand every call to a person to own the decision. That's what makes both safe to put in front of real people.
General process to the caller, silent identity check, a ready-to-approve handoff for the recruiter.
Identity first, an affordable arrangement, disputes paused, vulnerability handed to a human, outcome logged.