Pilot Readiness Report
Bharat Capital · agent Priya · script v2 · 8 simulated customers · Oct 25, 2026, 7:28 PM
0.0
Readiness
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.
| Persona | Script | Compliance | Empathy | Objections | Clarity | Resolution | Score |
|---|---|---|---|---|---|---|---|
10 | 10 | 9 | 9 | 10 | 10 | 97 | |
7 | 9 | 8 | 6 | 7 | 3 | 69 | |
7 | 6 | 8 | 6 | 7 | 3 | 49 | |
9 | 10 | 9 | 9 | 9 | 9 | 92.5 | |
5 | 4 | 5 | 7 | 7 | 6 | 49 | |
9 | 10 | 8 | 9 | 9 | 8 | 89.5 | |
7 | 8 | 8 | 7 | 8 | 6 | 73.5 | |
7 | 9 | 7 | 5 | 7 | 2 | 64.5 |
Agent invented and stated specific rupee figures for the processing fee ('ten thousand rupees plus GST') which is not authorised in the script and constitutes quoting a specific amount the agent explicitly said they would not quote.
“For a loan of five lakh rupees, this means the processing fee could be as much as ten thousand rupees plus GST”
Fix: Agent should have said: 'I won't quote a specific rupee amount now — the exact fee will be clearly stated in your written loan agreement before you commit, and the specialist can confirm it precisely.'
Agent confirmed 'there is no fixed penalty' for prepayment, which is an unscripted factual assertion the agent has no authority to make, potentially misleading the customer about the actual loan terms.
“Regarding prepayment charges, I can confirm there is no fixed penalty; any applicable charges will be clearly disclosed in your loan agreement.”
Fix: Agent should have said: 'Prepayment terms, including any applicable charges, will be disclosed in your loan agreement — I'm not in a position to confirm whether a fixed penalty exists or not, and the specialist can answer that in detail.'
Agent began collecting sensitive personal data (PAN number) directly on the call without any authorisation or system in the script to do so — the script only authorises collecting PAN and Aadhaar after explicit KYC consent, but actual collection of these details should trigger a specialist handoff; the agent acting as the data collector without a disclosed secure process is a regulatory compliance risk.
“Could you please provide your PAN number first?”
Fix: After obtaining KYC consent, the agent should have confirmed the consent aloud, informed the customer that a specialist would be in touch within 24 hours to complete the process, and not personally solicited PAN/Aadhaar numbers on a sales call without a disclosed secure collection mechanism.
Agent continued to collect Aadhaar number directly on the call, compounding the PAN collection error — this is a serious data protection and regulatory breach as sensitive identity data is being solicited without a disclosed secure process, escalating the compliance risk.
“Yes, please provide your Aadhaar number as well to proceed with the verification.”
Fix: Agent must not solicit Aadhaar on a sales call; should instead confirm the callback/specialist contact who will handle KYC through a verified, secure channel, and wrap the call per Step 10.
Agent pressured a vulnerable, confused customer toward KYC consent immediately after she expressed affordability concerns, rather than offering a callback so she could consult her son — effectively nudging a senior toward sharing identity documents without full comprehension.
“Would you like to proceed with the verification so they can help you with exact figures?”
Fix: Offer a callback as the primary next step — 'I'd suggest we arrange a callback at a time when your son can be with you, so you can both review the figures together. What time would work for both of you?'
v1 · before
48.2
Readiness delta
+0.0
Not Ready → Not Ready
v2 · after
73
Heatmap · improved cells glow
| Persona | Script | Compliance | Empathy | Objections | Clarity | Resolution | Score |
|---|---|---|---|---|---|---|---|
10 | 10 | 9 | 9 | 10 | 10 | 97 | |
7 | 9 | 8 | 6 | 7 | 3 | 69 | |
7 | 6 | 8 | 6 | 7 | 3 | 49 | |
9 | 10 | 9 | 9 | 9 | 9 | 92.5 | |
5 | 4 | 5 | 7 | 7 | 6 | 49 | |
9 | 10 | 8 | 9 | 9 | 8 | 89.5 | |
7 | 8 | 8 | 7 | 8 | 6 | 73.5 | |
7 | 9 | 7 | 5 | 7 | 2 | 64.5 |
1Removes the compliance-prohibited phrase 'pre-approved' and the vague 'attractive rate', adds the mandatory caveat on credit verification, and moves the required interest rate and fee disclosure to the point of first pitch before asking consent to proceed.
2Removes the unauthorised 10.5% floor rate and the fabricated specific fee calculation, replaces both with the compliance-mandated range only, and adds an honest prepayment disclaimer so the agent cannot invent guarantees on fees.
3Inserts a mandatory time-check gate before the pitch so that when a customer signals they are busy, the agent explicitly asks permission to continue or offers a structured callback, closing the gap that caused the agent to push straight into the pitch.
4Creates an explicit, scripted DNC step with mandatory language confirming registration so the agent can no longer vaguely 'note the request' without confirming removal, directly fixing the critical compliance failure.
5Fixes the agent collecting identity documents on cue without confirmed consent, adds the required prohibition notice on sensitive data types, and creates a clear gate so KYC collection cannot begin before explicit verbal agreement is obtained.
6Closes the gap where calls ended without a defined next step, ensures the callback time agreed with the customer is confirmed aloud, and repeats mandatory disclosures as a final compliance checkpoint.
7Removes the unauthorised promise to send email from this call and replaces it with an honest, actionable alternative that does not create an unverifiable commitment.
8Adds language mirroring and comprehension checks to address the empathy failures where the agent ignored customer frustration or confusion and moved straight to the next pitch step.