Voice AI that holds up in a regulated call center
Regulated phone work runs two directions. Inbound, every answer has to be correct, given to a verified caller, and traceable to a record afterward. Outbound, a renewal has to get quoted and closed before the customer shops elsewhere. Dottie runs both — proven so far with a Medicare health plan and an auto insurance broker, with the same pattern extending to banks and lenders.
Two deployments, with the numbers
Both are early-stage results published with their measurement caveats intact. Client names are withheld by agreement.
Built with the limits on from day one
Every answer traces back to a specific record or document. When data is missing, confidence is low, or the call needs judgment, it goes to a person instead of getting a guess.
Verify before disclosing
Callers are identified against your own records before anything private is said. In the Medicare deployment, zero private health details were shared pre-verification across 1,940 calls.
Read-only by default
Dottie can look records up and explain them, but can't change them. Fewer things can go wrong, and your security review gets a lot shorter.
Permission first
Consent is captured before any personal data is collected — and nothing downstream fires until it is, so a hang-up never triggers an unwanted text.
Every call logged
Outcome, transcript, and disposition saved per call, with explicit rules for when a caller goes to a person instead of getting an improvised answer.
Paperwork your compliance team needs
We sign a BAA before any protected health information is touched, and work inside your existing vendor review, data residency, and retention requirements. Bring us your security questionnaire.
Licensed work stays with humans
Dottie never quotes terms it can't source, gives advice, or handles anything requiring a licensed representative. Those calls route to your team by rule, not by the model's judgment.
Call types Dottie takes on
The same pattern — verify, look up, explain, hand off — covers a lot of ground. Here's what we've actually shipped, and where it goes next.
Health plans & payers
Case studyEligibility and coverage checks, claim status, prior authorization status, benefit and copay questions, appeal and complaint status.
Carriers, brokers & agencies
Case studyRenewal outreach with live multi-carrier quoting, policy questions, first notice of loss intake, and quote follow-up.
Where the same pattern extends
The call types below run on the identical verify-look-up-hand-off pattern, but we haven't published a case study in these segments yet. If that's you, ask for a reference call rather than taking our word for it.
Banks & credit unions
Account and transaction questions, card servicing, application status, appointment booking, and after-hours overflow.
Lenders & servicers
Payoff and document status, payment arrangements, escrow questions, and routing anything that needs a licensed human.