You pay per call, not per agreement
Agencies and seat-based operations bill per attempt and per position. The incentive is volume, and volume is what you get — whether or not it collects.
AI voice collections · Brazil
You send the portfolio.
You send the portfolio.
We make the calls.
AI voice debt collection, delivered ready to run. Conversation design, prompts, voice, telephony, calling windows, compliance and QA on every call — all on us. You set the policy and receive the results.
Call in progress14:32 · inside SP window
AI
Good afternoon, am I speaking with Mariana? This is the virtual assistant from [Lender]. This call is recorded. Could you confirm the first three digits of your CPF?
Customer
Yes, that's me. 4-2-1. Look, I know it's late, but this month has been complicated.
AI
I understand, Mariana, and thank you for picking up. I don't want to push. There are two options I can do right now: split the amount into three instalments, or move the due date to after the 10th. Which works better?
Customer
Three instalments works. Send me the Pix for the first one.
AI
Done. The Pix for the first instalment reaches you by SMS within a minute, and you'll receive the agreement confirmation in writing. If anything changes, just reply to the message.
Identity confirmed before balanceRecording and AI disclosedOffer within policyNo threatening languageNumber not on Não Me PerturbeHuman escalation — not needed
Illustrative example, translated from Portuguese
The problem
Phone collections in Brazil pay for activity, not for outcomes.
Dialers, seats and agencies measure calls made. A lender needs agreements closed, promises kept and no complaints at Procon. Those are different things.
Volume
Treatment
The same script for every borrower
The customer who would have paid on a 7pm reminder gets the same 9am call as the one who never will. No score, no channel, no right hour.
Memory
Nobody remembers the last conversation
A customer who explained their situation last week explains it again. Every repeat is a customer you already paid to acquire, deciding not to come back.
Evidence
You cannot prove conduct
What was said on the call sits in an agent's note field. When Procon, the Central Bank or your own conduct committee asks, there is nothing to show.
Scale
Adding seats is the only lever
Cost-to-collect rises with headcount because nothing in the operation learns. Next quarter starts from the same place as this one.
Exposure
One call outside the rules becomes a complaint
Wrong hour, a number on Não Me Perturbe, an embarrassing approach. Article 42 of the Consumer Code is applied call by call — and the agent is on the phone alone.
The offer
Not a platform for you to configure. A voice operation we deliver ready to run.
You tell us what you want — collections policy, authorised offers, tone. We build, test and operate the AI that calls. Your part fits in three lines. Ours takes up the rest of this page.
What you do
- 1Send the data through the platformDaily file or API: accounts, balances, days past due, phone numbers, payment file. Your IDs, buckets and portfolio structure are preserved.
- 2Set the policy and the offersWhat the AI may offer — instalments, discount, renegotiation — and what it must never say. Once, in writing.
- 3Receive agreements, payments and reportsPromises, Pix and boleto payments, disputes and hardship flags, with the recording and transcript of every conversation.
What ClearGrid does
- Conversation designFlows per borrower profile — forgot, stretched, disputing, refusing — in Brazilian Portuguese, in the right register.
- Prompts and guardrailsPrompt engineering, testing against your real portfolio, and hard limits so the AI can never invent a discount.
- Voice and personaVoice, pace, assistant name and vocabulary set for your brand. Two lenders, two deliberately different AIs.
- Telephony and Origem VerificadaCalls go out on our lines, with call authentication. You provision nothing.
- Collections journeyWhen to call, when to wait, when to change approach — designed by us in the Journey Builder and approved by you before it goes live.
- Hours, holidays and Não Me PerturbeState calling windows, national and municipal holidays, federal and state do-not-call registries applied before the list exists.
- QA on every callEvery call scored — not a sample — with compliance failures counted separately and reviewed by a person.
- Human escalationHardship, a dispute, any mention of a lawyer, Procon or a complaint: the conversation goes to a specialist, not to a callback queue.
How it works
No system replacement, no big-bang cutover.
We connect to your data, mirror the collections policy you already have, and prove it on a slice of the portfolio before anything reaches a real customer.
Step 1
Connect
Accounts flow in over SFTP or API. Portfolio structure, delinquency buckets and reference IDs preserved.
Step 2
Prioritise
Every borrower is scored daily: likelihood to pay and likelihood to answer. Effort follows likelihood, not queue order.
Step 3
Call
The AI calls in Brazilian Portuguese, only inside the state's calling window and the contact limits you set.
Step 4
Resolve
Closes the agreement, issues the Pix or boleto, schedules the instalments — only within the offers you authorised.
Step 5
Report
Continuous reporting per account and an audit trail your compliance team can reconstruct any conversation from.
Inside a call
Not a robot reading a script. A conversation with a purpose.
A recording reading a text at someone doesn't recover money — it gets hung up on. ClearVoice holds an actual conversation, and it knows what it is allowed to offer before it dials.
Opens as the rules require
Confirms it is speaking to the right person, discloses the recording and introduces itself as a virtual assistant — on every call, before any balance.
Listens and responds to the case
Someone who lost their job needs a different conversation from someone who forgot. The AI works out which it is and responds to that — it does not follow one branch for everybody.
Closes on the spot
Sends the Pix, issues the boleto or schedules the instalments — only within authorised offers. It does not invent a discount.
Escalates when it should
Hardship, a dispute, any mention of a lawyer, Procon or a complaint: the conversation goes to a human specialist. Not to a queue.
Before and after the conversation
- 1ContextBalance, days past due, every prior contact, promises kept and broken, what has already been offered.
- 2Decision to callToday's payment file is ingested first — nobody who has paid gets called. Suppressions, calling window and attempt caps applied before the list exists.
- 3ConversationIdentity before balance, recording disclosed, offer within policy, in the right register.
- 4EvaluationEvery call scored on the same rubric used for human agents. Compliance failures counted separately.
- 5OutcomePromise, payment, dispute, hardship or refusal written to the account — and feeding who gets called tomorrow.
The journey
A call is a step in the journey, not a list someone dials in the morning.
Every call is triggered by the account itself — a delinquency stage, a broken promise, a segment defined with you — and the journey branches on how the conversation ended. Our team designs yours in the Journey Builder, tests it against real portfolio data, and you approve it before it goes live.
EntryAccount allocatedDPD ≥ 30 · balance > R$ 500 · payment file checked
ConditionBest contact window?answer score · state calling window
Channel · AI voiceAI call — Portugueseidentity · recording · lender policy
OutcomePromise to payconfirm by SMS → monitor for break
OfferInstalments or new due datewithin authorised offers · Pix / boleto
FallbackBroken promise → re-engagehand off to Broken Promise journey
EscalationHardship or disputehuman specialist · automated flow paused
Triggered by the account, not a queue
Entry by delinquency stage, balance and event. Nobody allocates a dialling list in the morning.
Branches on the outcome
A promise to pay moves to confirmation and monitoring. A broken promise comes back with a different approach. Hardship goes to a person.
Tested before it goes live
The journey runs in simulation against the real portfolio before it reaches a customer. You see what would happen, approve it, and only then do we call.
Tuned continuously
You ask for the change in plain language; our team adjusts the journey and publishes a new version, with a history of who changed what.
The product
You configure nothing. But you see everything.
The operation is ours; the visibility is yours. Every call, every QA score and every blocked attempt lives in your dashboard, with the recording attached.
Every call, one history
Type, status, outcome, disposition, duration and who ended it — per account, with the recording. The call log and the audit log are the same thing.
Every call scored, not a sample
Four quality bands instead of a pass mark, compliance failures counted separately, and a person approving every evaluation.
Blocked before dialling, exported as evidence
Calling windows, attempt caps, Não Me Perturbe and suppressions enforced by the engine — and a record of every prevented attempt, ready for Procon or your conduct committee.
Compliance in Brazil
Rules enforced by the system, not left to training.
Every rule below is a gate checked before and during the call — and exported as evidence afterwards. An AI caller nobody audits is a liability. This one is audited on every call.
Law 8.078/1990 · Consumer Code, arts. 42 and 71
No embarrassment, no threats, no third parties
Consequence language approved by you; absolute constructions and legal timelines are banned from the AI's vocabulary. No debt information is disclosed before identity is confirmed, and never to third parties.
Law 13.709/2018 · LGPD
Legal basis defined, data-subject rights honoured
Processing under the legal basis you define with your DPO. Objection and erasure requests (art. 18) reflected in the list the same day. Each lender's data in a separate environment; no client's data trains a model for another.
Anatel · Origem Verificada
Authenticated calls, not blocked ones
Call-origin authentication (STIR/SHAKEN) on our lines, so the call arrives with a verification badge instead of being flagged as suspicious. The 0303 prefix, now optional, is a per-portfolio setting.
Não Me Perturbe · federal and state
Do-not-call registries applied before the list exists
The federal platform and state registries — including São Paulo's, which also bars collections contact — scrubbed before every campaign, together with deceased, insolvency, dispute and legal holds.
State legislation · calling windows
The right hours for the right state, automatically
Each state sets its own window for collections contact on weekdays and Saturdays. The AI does not receive the list until the number's window is verified; Sundays and holidays get no calls. Stricter windows can be set per portfolio.
Law 14.181/2021 · Over-indebtedness
Hardship has its own path
A signal of over-indebtedness or vulnerability takes the account out of the automated flow and to a human specialist, with a record of what was said. It is never treated as an objection to overcome.
Pricing
You pay for usage. Not for licences, not for seats.
No platform fee, no seat contract, no team to hire. The price follows the volume of conversation the AI actually has with your customers.
Per minuteof answered conversation
NO LICENCE · NO SEATS · RATE AGREED IN CONVERSATION
Unanswered call, voicemail, invalid numbernot billed
Deployment: conversation design, prompts, voice, journey, integrationon us
QA on every call and reportingincluded
Escalation to a human specialistincluded
Pilot on a slice of the portfolio2 to 6 weeks
What the minute includes
- Telephony and call authentication on our lines
- Daily propensity-to-pay and propensity-to-answer scoring
- Calling windows, holidays and Não Me Perturbe
- Pix and boleto sent during the call, confirmed by SMS
- Recording, transcript and scorecard of every call
- Continuous prompt, journey and flow tuning by our team
- Separate data environment per lender
Frequently asked questions
What lenders ask before hearing the first call.
Do I need to install or configure anything?
No. You send data over SFTP or API and receive results through the same channel and the dashboard. Telephony, voice, prompts, journey and QA are ours. Your IT team takes part in the data integration and nothing else.
Does the AI introduce itself as an AI?
Yes, on every call, together with the recording disclosure and before any mention of the balance. We treat that as a condition of conduct, not an option.
Who decides what the AI can offer?
You. Instalments, discounts, new due dates and renegotiation are pre-authorised by rule and resolved before the call goes out. The AI cannot offer anything outside that — it is not an instruction it follows, it is a limit it cannot reach.
What happens when the customer is in real hardship, disputes the debt or mentions a lawyer?
The conversation is transferred to a human specialist immediately, with the context. The account leaves the automated flow and the reason is recorded. The same applies to any mention of Procon, a complaint or legal action.
How does the pilot work?
We choose a slice of the portfolio with you, mirror your policy, run the journey against real data in simulation and only then call. Within 2 to 6 weeks you compare resolution, cost per account and complaints against your current operation, using your own numbers.
Where does the data live?
Each lender has its own environment and database, with encryption, role-based access and an audit trail. We do not use one client's data to train a model for another. Hosting details, the DPA and the security report are shared in the conversation.
What about other channels — WhatsApp, SMS, email?
Voice is the channel that runs the collections. The messages that belong to the call — Pix, boleto, written confirmation of the agreement — go out automatically by SMS. If your strategy calls for more channels, we talk about it in the conversation.
Who is ClearGrid?
An AI-native debt resolution platform, built by collections people for banks, fintechs, BNPLs, telecoms and lenders. AI voice, collections journeys and QA on every conversation in a platform already in production on real portfolios.
Next step
Hear the AI call one of your accounts.
Thirty minutes. We run ClearVoice against a slice of your portfolio, in Portuguese, and you hear what your customer would hear — with the transcript and QA scorecard beside it.
Thirty minutes. Your portfolio, not a canned deck. Reply within one business day.