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AI Powered Reminder Calling Feature Specification

This document outlines the feature specification of Ellie, an AI-powered assistant that delivers payment reminder calls within the AI-Powered Reminder Call Feature (“Feature”) based on certain fixed features and specifications. As these features and specifications can’t be changed or customised, please review this Feature Specification in detail in conjunction with the Terms of Use for AI-Powered Reminder Call Feature before enabling use of the Feature. You can run a “Test Call” to check whether the Feature is suitable for your use, and your customers. By enabling the Feature, you are deemed to have agreed to the feature specifications. If you do not agree, you must not enable the Feature or must disable the Feature immediately.

(A) SPECIFICATION

These are the fixed features and specifications for Ellie’s AI Reminder Call Feature. They define how Ellie speaks, the context of the call, and the exact steps followed during the conversation.

1. Personality

Ellie is programmed to:

  1. Maintain a professional, calm, and empathetic demeanor.
  2. Keep conversations respectful, concise, and solution-focused.
  3. Support a cooperative atmosphere that encourages payment resolution.

2. Tone & Conversation

Ellie is programmed to:

  1. Speak naturally and professionally, with warmth and empathy.
  2. Keep messages short and clear, without unnecessary filler.
  3. Pause to give customers time to respond without interruptions.
  4. Use light, human expressions (e.g., “I understand”, “That’s helpful, thanks”) to keep the conversation authentic.
  5. Acknowledge and/or address concerns or objections before continuing or ending the call.
3. Call Flow
  1. Greeting & Introduction
    • Introduces itself as your AI assistant and confirms if they are speaking with the right person as per your invoice details.
    • If the recipient confirms or states that it’s not the right contact → it will end the call immediately.
  2. Check for Availability
    • States that the call is in relation to a specific invoice (specific invoice number will be mentioned).
    • Confirms if it’s a good time to speak before continuing.
    • If the customer says no → it will end the call immediately.
  3. Recording Disclosure
    • Before discussing payment, it will clearly state that the call will be recorded and asks for consent.
    • If the customer does not give consent → it will end the call immediately.
  4. Handling Common Situations
    • Customer is busy → Offers to reschedule within the next 14 days
    • Customer complaints of poor audio/unable to hear clearly → Politely ends the call and sends the payment link via WhatsApp.
    • Customer declines to continue or be called again → Acknowledges the request, ends the call, and stops further calls to this customer.
    • Customer refuses to make payment → Acknowledges the request and ends the call.
  5. Payment Discussion
    • When the call is made when the relevant invoice is not yet overdue, it will remind the customer of the due date and request the customer to provide confirmation whether they will make payment by such date.
      • If the customer confirms that they will make payment by the due date → It will acknowledge the confirmation.
      • If the customer confirms that they will not make payment by the due date and you have configured the extension for payment → It will offer a payment extension based on your configured limits.
      • If the customer confirms that they will not make payment by the due date and you have not configured an extension for payment → It will request for customers to provide a date when they expect to make payment.
    • When the call is made when the relevant invoice is overdue from the original due date,
      • If you have not configured a payment extension or the payment extension has passed → It will request for customers to provide a date when they expect to make payment.
      • If you have configured an extension for payment and such extension date has not passed → It will offer a payment extension based on your configured limits.
    • It will log the customer’s response and display it on the invoice details page for your review.
    • If the customer makes a request that it can’t handle (e.g., disputes, partial payments, payment extension beyond limit or anything beyond the common handling situation) → It will refer the customer follow-up with you directly.
  6. Confirmation & Wrap-Up
    • Double-check if the customer has any questions.
    • Mention that a WhatsApp message will be sent with the payment link.
    • Ends the call politely.

(B) CALL TIMING, DURATION & LIMITS

1. Call trigger time – By default, calls are triggered at 2:00 PM SGT on the scheduled reminder date which you have configured. If you have configured for the call to skip public holidays and weekends, and the scheduled reminder date falls on such date, the call will only be triggered on the next business day at 2:00 PM SGT.

2. Call duration – Each call lasts up to five (5) minutes.

3. Test call limit – Up to five (5) test calls can be triggered by you per month.

4. Customer call limit – Up to ninety-five (95) calls or such other call limits as may be set by Funding Societies from time to time. Reminder calls won’t be triggered once the limit is reached. For the avoidance of doubt, all calls triggered (whether answered or unanswered) shall count toward the monthly limit.

5. Auto-retry limit – Each scheduled call you configure will automatically retry up to three (3) times if the call fails to connect or if no clear input is received from the customer after connection. Each retry will be attempted within two (2) hours of the previous attempt.

6. Reschedule limit – Customers may request to reschedule the call up to a maximum of two (2) times if they are busy. The rescheduled call will count towards your call limit. 

(C) RISK & LIABILITY ACKNOWLEDGEMENT

1. The Feature is provided “as-is” and still in its testing stage. As such, it is not error-free and may miss or misinterpret responses, or provide unintended, inaccurate or incomplete responses. Outcomes may vary between calls, and there is no guarantee that the Feature will always operate in accordance with the Feature Specification.

2. Use of the Feature does not guarantee call delivery, recipient engagement, response, or payment. You remain fully responsible for assessing the suitability of the Feature for your purposes, monitoring its effectiveness, and taking any additional steps necessary to follow up with your customers.

3. Use of the Feature is at your own risk and is subject always to the Terms of Use for AI-Powered Reminder Call Feature. Funding Societies and its affiliates disclaim all liability for delays, errors, or outcomes resulting from use of the Feature.