Answer at any volume
Voice agents take reminders, balances and plan setups around the clock, so queues stop growing at peak.
What Spine powers
Voice AI, CX and Collections
Service and recovery agents take the tier-one work. People keep the complex and judgment-heavy conversations, with live guidance. Every call is checked, scored and recorded on one platform.
Incoming conversationContact rules checked
AI agentTier one
- Reminders
- Balances
- Plan setups
PeopleJudgment
- Negotiations
- Disputes
- Regulatory cases
Hands over when it should
Ledger3f08aa7c1e9aa93b5d5e02c8
A conversation comes in and contact rules are checked first. Tier-one work such as reminders, balances and plan setups goes to the AI agent. Complex negotiations, disputes and regulatory cases hand over to a person. Every step lands on the ledger.
What it does
More conversations handled, none of them off the rulebook.
The question is not whether AI takes the routine calls. It is how fast, and how safely.
Lift every human agent
Live guidance puts the next best action and the right rule on screen while the customer is still talking.
Check every conversation
Quality and compliance scoring on every call, human or AI, instead of a small sample reviewed weeks later.
What runs today
Four products you can see working.
Each product runs on the platform today and hands work to the others through the same ledger.
Voice AI
Voice agents under one second per turn on open-weight models, with contact rules checked before every call.
LiveAssist
Next best action, Reg F guidance, translation and a supervisor view for human agents.
NEQQO
Quality and compliance scores on every conversation, whoever handled it.
Collections
Recovery agents on approved operating procedures, with payment plans approved before they land.
Four products, one floor
Every conversation, covered end to end.
The four products share one rulebook, one set of gates and one ledger, so a handover from an AI agent to a person loses nothing.
Voice AI
Voice agents for service and recovery calls that hand over to a person when they should.
- Under one second per turn
- Contact rules checked before every call
- Runs on open-weight models
LiveAssist
Live coaching for human agents while the conversation is still happening.
- Next best action
- Reg F guidance in the moment
- Translation and a supervisor view
NEQQO
Quality and compliance scoring on every conversation, human or AI.
- Every call scored, not a sample
- The same scorecard for people and agents
- Findings feed coaching
Collections
Recovery agents that run on approved operating procedures.
- Contact rules checked first
- Disputes and hardship respected
- Payment plans approved before they land
AI and people
AI takes tier one. People keep the judgment.
Automation earns its place on the high volume work. The conversations that need care stay with people, who get live guidance while they have them.
AI takes tier-one work
High volume and rule bound, so it is fast and consistent.
- Payment reminders
- Balance and account questions
- Payment plan setups within approved limits
- Routine service requests
People keep the judgment calls
Handed over with the full context, coached by LiveAssist.
- Complex negotiations
- Disputes
- Hardship and vulnerable customers
- Regulatory cases
Encoded rules
The rules are code, not a training slide.
Collection and contact rules live in the rulebook and are checked on every step. An agent is eval-gated before it goes live.
FDCPA
Conduct rules for debt collection written into the rulebook every recovery agent follows.
Controls mappedReg F
Contact frequency and validation rules held by a fail-closed contact clock.
Controls mappedTCPA
Consent and calling rules checked before a call is placed, with consent kept as evidence.
Controls mappedCFPB expectations
Supervisory expectations on fair treatment and complaints reflected in the procedures.
Controls mapped
Controls mapped, not a certification
Spine maps its controls to these rules and collects evidence from the platform itself. It supports your own compliance work and does not replace your legal advice.
How Spine governs it
Routine actions never wait. Big ones always get a human.
Pre-approved routine actions under today's running total clear instantly and are recorded. Anything else pauses for a named person while the conversation keeps flowing.
Rulebooks you own
Each agent runs on an AOP, an approved operating procedure: what it may do, must never do and how it is tested. Plain text, owned by the team that runs it.
Agent StudioApproval gates
Routine actions never wait. Big ones always get a human, and the facts are re-checked before the action runs.
Approval gatesNo action without a record
Every action is written to the record before it runs, then synced to a hash-chained ledger you can verify.
Audit ledgerFail closed
When in doubt, stop. A missing setting blocks the action instead of skipping the check.
Governed execution
The autonomy ramp
No agent starts in production. Each one earns the next step through evals, and an agent the engine cannot honour is refused promotion.
Draft
The rulebook is written and tested against evals. Nothing reaches a customer or a system.
Shadow
The agent works alongside people and its choices are compared with theirs. It acts on nothing.
Assisted
The agent proposes and a named person approves before anything lands.
Production
Routine actions clear on their own under limits. Big ones still get a human.
One platform
The other streams on Spine.
Every stream inherits the same rulebooks, gates and ledger. A compliance fix happens once, not fifteen times.
Internal Efficiency
Assistants, reporting, coding fleets and operations agents for the work inside the business.
Explore Internal EfficiencyBespoke Solutions
Trust and Safety, fraud and compliance operations and data curation on the same governed base.
Explore Bespoke Solutions
Hear a governed recovery call.
We will show a Voice AI call, a handover to a coached person and the ledger entry behind every step.