Steady at the moments that matter

Why we built it

If a consumer calls in and hears only silence, some hang up before the agent says a word. proAgent used to wait for the consumer's account details to load before speaking, which made that silence longer.

Payments had a similar weak spot. A payment takes a few seconds, and any sound during that time, like the consumer talking or a TV in the background, could interrupt it. The agent then couldn't tell whether the payment had gone through, and sometimes told the consumer the wrong thing.

How it works

The AI agent now handles both moments better.

• Consumer details and agent settings load in the background while the agent starts, so it speaks sooner, most noticeably for customers connected through APIs.
• Payment actions run through to completion, whatever the consumer says or whatever noise is on the line.
• The agent keeps listening while a payment runs, and responds to anything the consumer said once it finishes.
• Short, natural fillers play at set intervals during the wait, so the line never goes silent.

What you get

Fewer consumers hang up before the conversation starts, and every payment ends with the agent knowing exactly what happened. Each fix came from problems we saw on live calls.

These improvements are available for proAgent, with uninterruptible payments rolling out across payment actions on every agent.