Maven AGI × Scratch Pay

AI Voice Agent
POC Testing Guide

A live phone line you can call from any phone, as yourself, to hear an AI agent answer real Scratch Pay borrower questions — and hand you to a person when it can't help.

Call the Test Line — +1 (323) 736-3657

From any phone, as yourself. No setup, no test account.

Overview

What this POC proves

An AI voice agent that answers Scratch Pay borrower questions on the phone, and connects people to the Servicing team when it can't help. It replaces a keypad menu whose five borrower options all ended in a web address — “log in at account.scratchpay.com”, “go to Scratchpay.com”, “email support and wait four hours.” The menu is routed and deferred. This agent answers. Its knowledge is the borrower help content Scratch Pay already maintains — 75 articles covering payments, autopay, applications, plans, fees, the member portal and credit reporting.

Three Core Capabilities

1

Voice Quality

Voice responses tested live against real test questions, using the same knowledge base and manual docs that power today's chat agent, refined for accuracy, response speed, and voice quality.

2

Escalation Handling

Anything Maven can't resolve escalates to a live agent with a call summary, ready for hand-off.

3

Conversational Dynamics

Tests whether Maven voice sounds natural, handles interruptions gracefully, asks clarifying questions when it needs more detail, and moves fluidly between topics and follow-up questions.

Before you start

What it deliberately cannot do

This matters, or you will read a correct answer as a broken one:

  • It cannot see your account. No balance lookup, no payment history, no plan details. It explains how things work and where to go; it never reads out your data.
  • It will not ask you to identify yourself. No account number, loan ID, card number or date of birth — there is nothing it could do with them, so it doesn't collect them.
  • It cannot change anything. No payments taken, no dates moved, no addresses updated. Anything requiring a change goes to a person.

It answers questions and it transfers. That is the whole scope. This POC covers knowledge-base answers only — no LoanPro or Dialpad integration, no personalization, and no account-specific actions in this phase.

How to test

Getting started

  1. 1

    Call +1 (323) 736-3657 from any phone, as yourself.

  2. 2

    The agent answers as the Scratch Pay borrower support line.

  3. 3

    Speak naturally — try the caller scenarios below or explore freely.

  4. 4

    Hang up and call back to try a different caller type — every call starts fresh.

Test flows

The seven callers to try

A few things to know

  • Every call starts fresh. Hang up and call back to run a different caller type cleanly.
  • No personal information is needed or wanted. If it ever asks for an account number or a date of birth, that's a bug.
  • It answers in the language you speak to it in.
  • Long silence gets a nudge — about ten seconds, then “Sorry, I didn't catch that. I'm still here whenever you're ready.”
  • The agent introduces itself as “Sabrina.” That is also the name of the synthesised voice it speaks with.
  • The opening cannot be interrupted. It states that it's an AI and that the call may be recorded before anything else, deliberately.

Success criteria

Four success criteria define the go/no-go decision

01

Voice agent deployed and operating

Maven Voice live on the Twilio test number, callers able to reach the conversational agent, with natural pacing and tone confirmed by tester feedback.

02

Knowledge answers hold up on voice

Existing knowledge base content resolves real test questions accurately when delivered by voice.

03

Escalation handling works

Anything the agent can't resolve escalates cleanly to a human agent with full context.

04

Decision made, not assumed

Results reviewed against real test questions, with a go/no-go decision made together.

What's most useful to report back

  • An answer that was wrong, or invented, rather than “I'd rather not guess at that.”
  • A long web address, or “click”, read aloud.
  • A practice caller who got borrower answers.
  • A transfer offered before it tried to help — or a transfer it should have made and didn't.
  • A transfer you accepted that never connected you, or one that cut you off mid-sentence.
  • Anything it asked you for that it has no business collecting.

Feedback tracker

Log what you find

Every observation from the seven callers goes in one shared tracker — date and time tested, the prompt you used, status, and your feedback. Maven reviews each entry, tunes the agent, and closes the loop with a post-tuning note.

Date & Time of TestingTester NamePrompt(s) TestedStatusFeedback
Open the Testing Feedback Tracker

Contact

Questions?