Pilot Readiness Report

Personal Loan Sales

Bharat Capital · agent Priya · script v1 · 1 simulated customers · Oct 25, 2026, 7:07 PM

GAUNTLET

33.0

Readiness

Not Ready

Do not pilot. Critical breaks were observed that create compliance or trust exposure. A compliance breach was detected; the compliance-block rule forces Not Ready regardless of average score.

Script4.0
Compliance2.0
Empathy5.0
Objections4.0
Clarity5.0
Resolution1.0

Persona × dimension heatmap

Persona	Script	Compliance	Empathy	Objections	Clarity	Resolution	Score
	4	2	5	4	5	1	33

Top break points & fixes

#1Criticalcompliance
Agent did not address the customer by name, making it impossible to confirm identity as required by the script and compliance rules.
“Am I speaking with you?”
Fix: Say 'Am I speaking with Deepak Joshi?' to confirm the customer's identity before proceeding.
#2Criticalcompliance
Agent implied guaranteed approval by saying 'you are pre-approved' without disclosing that the offer is subject to credit verification, violating the no-guarantee compliance rule.
“You are pre-approved for a personal loan of up to 5 lakh at an attractive rate.”
Fix: Add 'This is a pre-qualified offer subject to credit verification' and disclose the interest rate range (11.49%–18% p.a.) and processing fee (up to 2% + GST) at this point.
#3Criticalcompliance
Agent asked for consent to proceed without disclosing the mandated interest rate range or processing fee prior to seeking agreement.
“Shall we proceed?”
Fix: Before asking for consent, state 'Our interest rates range from 11.49% to 18% p.a. with a processing fee of up to 2% plus GST — shall we take a look at options for you?'
#4Majorhonesty
Agent referenced a rate of 10.5% (implied by 'attractive rate' per script step 5) while compliance rules mandate disclosing the actual range of 11.49%–18% p.a.; using 'attractive rate' without disclosure is misleading.
“at an attractive rate”
Fix: Replace vague language with the actual rate range disclosure: '...at rates starting from 11.49% p.a.'

Recommended next steps

Immediately retrain all agents on the mandatory identity verification step, requiring them to address the customer by name and confirm identity within the first 30 seconds of every call before proceeding.
Remove all 'pre-approved' language from the script and replace it with compliant phrasing that explicitly states the offer is subject to credit verification, with a mandatory read-back checkpoint added to the QA rubric.
Amend script Step 5 to hard-code the disclosure of the full interest rate range (11.49%–18% p.a.) and processing fee before any consent or agreement is sought, and lock this as a non-skippable compliance gate.
Halt the pilot and block live customer calls until all three critical compliance breakpoints are resolved and agents pass a scored re-certification call simulation with a minimum compliance dimension score of 7.0.
Introduce a real-time call monitoring alert that flags and escalates any call where rate disclosure and fee disclosure have not been verbally confirmed before the agent requests customer consent to proceed.