Conduct Testing for Collections Voice Agents

• Chief Compliance Officer
• Head of Collections
• Chief Risk Officer
• Head of Vendor and Outsourcing Risk

Lenders are buying or building AI voice agents for reminders and collections, and RBI holds the lender responsible for the conduct of anyone collecting on its behalf. A voice agent can be pushed into saying things no trained collector would, by an angry borrower, a confused relative or a deliberate attempt at manipulation, and vendor demos rarely show those cases.

We run a conduct test of your collections voice agent in a test environment, using synthetic borrowers and accounts. Persona agents place realistic calls in Hindi, Hinglish, English and selected regional languages, playing angry, evasive, confused, vulnerable and manipulative borrowers, and third parties such as a parent or an employer. Multi-turn playbooks cover threat and harassment triggers, disclosure to third parties, misrepresentation as police or court, pressure to pay into other accounts, calls outside permitted hours, dispute and hardship handling, and prompt injection by speech. Each call is recorded, transcribed and judged against your conduct rules and RBI expectations, with a PASS, RISK or FAIL verdict and evidence.

• Persona-driven test calls by voice in Hindi, Hinglish, English and selected regional languages
• Playbooks for threats, shaming, false legal claims and misrepresentation
• Third-party and right-party scenarios that test disclosure before identity confirmation
• Vulnerable-borrower and hardship scenarios with expected escalation behaviour
• Calling-window, frequency and opt-out checks against the agent's scheduler
• PASS, RISK and FAIL verdicts with audio, transcripts and mapping to conduct rules

1. 01Agree the conduct rulebookWe turn your collections policy, Fair Practices Code commitments and RBI expectations into testable rules.
2. 02Set up the test environmentSynthetic borrowers, accounts and phone numbers are configured so no real customer is contacted.
3. 03Run persona callsPersona agents place multi-turn voice calls across scenarios and languages, recording every exchange.
4. 04Judge each callAutomated judges score transcripts and audio against the rulebook, and human reviewers validate every RISK and FAIL.
5. 05Report with evidenceFindings include audio clips, transcripts, the rule breached and remediation guidance for your team or vendor.
6. 06Retest and regressFixed scenarios are rerun, and the suite becomes a regression test for future releases.

1. Rulebook and setup
   • Conduct rulebook from policy and RBI expectations
   • Synthetic borrower and account data
   • Test phone numbers and environment
2. Persona generation
   • Supervisor agent selecting scenarios
   • Persona agents for borrowers and third parties
   • Multilingual and code-mixed speech synthesis
3. Call execution
   • Outbound or inbound test telephony
   • Call recording and transcription
4. Evaluation
   • Automated conduct judges
   • Human validation of RISK and FAIL verdicts
   • Mapping to conduct rules and AI risk frameworks
5. Reporting
   • Evidence store with audio and transcripts
   • Findings report and regression suite

Human reviewers validate every RISK and FAIL verdict before it is reported, and your compliance team approves the rulebook. Whether to launch, fix or withdraw the agent is the lender's decision.

• Voice agent test endpoint or test phone numbers
• Vendor issue tracker
• GRC or compliance testing records
• CI pipeline for regression runs, if required
• Call recording storage under the lender's policy

• Synthetic borrowers and test numbers only; no real customer is ever called
• Recordings and transcripts stored encrypted with restricted access
• Every RISK and FAIL verdict validated by a person
• Rulebook versioned and approved by compliance before testing
• Verdicts describe observed behaviour and do not certify compliance

• Helps lenders evidence oversight of AI agents collecting on their behalf, in line with RBI recovery-agent and outsourcing expectations.
• Findings can be mapped to the OWASP Top 10 for LLM Applications, NIST AI RMF and RBI FREE-AI themes for governance reporting.

• NBFCs & Lending

  Collections Voice Agent with Conduct Guardrails

  A collections voice agent for early-bucket accounts that speaks Hindi, Hinglish and regional languages, captures promises to pay and disputes, and enforces conduct rules on every sentence.

• NBFCs & Lending

  EMI Reminder and Payment-Link Agent (Voice + WhatsApp)

  Pre-due EMI reminders and bounce follow-ups by WhatsApp and voice in the borrower's language, with UPI payment links, mandate help and receipts, before accounts reach collections.

• Banking

  Red-Teaming for Bank Chatbots and Voice Agents

  Adversarial testing of bank chatbots and voice agents for prompt injection, data leakage, account-takeover social engineering and unsafe advice, in English, Hindi and Hinglish.

• SaaS & AI Product Companies

  Voice Agent Adversarial Testing

  Adversarial test calls to your voice agent in English, Hindi and Hinglish: identity bypass, data disclosure, off-script promises and speech-layer flaws, with PASS, RISK and FAIL evidence.