Type it instead of saying it

Why we built it

Some details are easier to type than to say. A card number, an account number or the last digits of a Social Security number is long, easy to mishear and uncomfortable to read out, especially for a consumer calling from somewhere that isn't private.

Consumers on proAgent calls were already reaching for the keypad. The agent couldn't hear the keypresses, so it waited, asked again, or handed the call to a person. Long numbers spoken aloud caused their own problems, arriving as words or with a digit misheard.

How it works

The AI agent now hears the keypad.

• Digits typed on the keypad reach proAgent as part of the conversation, and the agent responds to them the same way it responds to speech.
• Entries are checked for length, so an incomplete card or account number is caught straight away.
• Keypad input is switched on at the steps where digits matter: verification, account lookup and card capture.
• Consumers can still speak their digits if they prefer, and the agent captures either.
• Typed digits are redacted from transcripts.
• Keypad input is treated purely as data. Whatever a consumer types, it can never change what the agent does.

What you get

Verification and payment move faster, and fewer calls go to your team because the agent couldn't take a number. Digits arrive clean, which means fewer failed payments from a misheard card number.

Keypad input is available for proAgent and switched on per agent at the steps you choose. Talk to your Prodigal team member to enable it for you.