Approved-knowledge grounding
Agents answer only from the institution's own approved knowledge.
Every verification file complete before census, every conversation on record.
Orvera runs the voice, chat and digital queues at private non-profit and for-profit institutions, online universities and EdTech platforms. Financial aid, admissions, registrar, student accounts and learner support, resolved end to end, with 100% of human-handled conversations audited.
Why coverage decides itThe liability attaches to the institution
The liability attaches to the institution
for words spoken by a vendor it does not employ.
GEN-25-01, issued January 16, 2025, states that an institution may be responsible for the consequences of any misrepresentation committed by an external service provider it engages, with remedies reaching a fine and limits on Title IV participation. All three of the statements it names get said out loud, on the phone, one call at a time.
A quality program on a sample
1-3%of conversations reviewed
- Cannot tell an institution what was said on the other 97%
- An exposure nobody can size, on words the institution did not speak
- External providers under your brand are invisible in it
- No evidence producible for a named cohort
Orvera
100%of conversations audited
- Scored against the institution's own misrepresentation scorecard
- Your own staff and external providers under your brand alike
- A transcript, summary and disposition on every interaction
- A measured exposure with a remediation clock on it
What Orvera runs
Aid, admissions, registrar and learner support.
Verification chasing, award explanation, access at term start, melt prevention, and the two acts that change your regulatory position rather than your operating efficiency.
Verification chaseFile complete
Tracking group
V4
Before census
Complete
Called outPortal unread
Document namedGovernment ID
Identity appointmentBooked
The exact document for that tracking group is named, not a checklist
01 / 06
- Verification chaseFile completeTracking groupV4Before censusCompleteCalled outPortal unreadDocument namedGovernment IDIdentity appointmentBookedThe exact document for that tracking group is named, not a checklist01
Verification and missing-document chase
A student is selected for V1, V4 or V5 and the aid file sits incomplete in the SIS while portal notices go unread. Orvera calls out, names the exact document for that tracking group, states the deadline, and books the V4 identity appointment.
- Moves days from verification selection to complete file
- The exact document for that tracking group is named, not a checklist
- Moves the share of selected students complete before census
- The V4 identity appointment is booked on the call
- Award-letter explanationRead liveWhich of the five figures they meant
Grant · loan · work-study · net cost · balance due
Read from the aid module, not worked out on the call.
Live award readSIS aid moduleReleased before deadlineYesEach component explained against approved knowledge02Aid status and award-letter explanation
A student or contributor calls after an award notice or an ISIR correction, and the counselor spends minutes working out which of the five figures they mean. Orvera reads the live award from the SIS aid module and explains each component against approved knowledge.
- Moves packages released before the deposit deadline
- The live award is read, not reconstructed
- Each component explained against approved knowledge
- Moves aid-office queue depth through the cycle
- Term start, day 3Access restoredFirst contactResolvedEscalated to ITNoMFA re-enrollmentDoneLMS enrollment syncRepairedWritten to ITSM queueYesVoice and chat alike, for programs with no off-peak03
Learner access at term start
Login, MFA and course-access failures spike in the first ten days of a term, and the desk is staffed by student workers who turn over every year. Orvera resolves resets, MFA re-enrollment and LMS enrollment-sync faults against the identity provider and the ITSM queue.
- Moves tickets resolved at first contact
- Voice and chat alike, for programs with no off-peak
- Moves time to restore access
- Moves queue depth in the first ten days
- Deposit windowBlocker cleared1Call
Identified across the CRM, the SIS and the aid module
The summer campaign runs on a skeleton team. This does not.
Matriculation step missingFoundResolved end to endWhere it can beThe specific blocker is identified, not a generic reminder04Melt prevention in the deposit window
A deposited student has not cleared a required matriculation step by a date threshold, and the summer campaign runs on a skeleton team. Orvera calls, identifies the specific blocker across the CRM, SIS and aid module, and resolves what it can end to end.
- Moves melt rate, the number this buyer already reports
- The specific blocker is identified, not a generic reminder
- Resolved end to end where it can be
- Moves net enrolled students against the class target
- Agent Assist, recruitment callDrift flaggedLive on the call
A claim starts to leave approved knowledge.
Approved answer surfaced · drift flagged · disclosure prompted
Flagged whileCall is liveWritten to complianceEvery timeThe required disclosure is prompted, not hoped for05Live compliance guardrail on recruitment calls
A human enrollment rep is on a recruitment call and a claim starts to leave approved knowledge. Orvera surfaces the approved answer in the moment, flags the drift while the call is live, prompts the required disclosure, and writes the record to compliance.
- Moves misrepresentation findings at the next program review
- The drift is flagged while the call is still live
- The required disclosure is prompted, not hoped for
- Moves required disclosures delivered, as a percentage
- Auto QA, recruitment conversations100% audited100%Audited
A ranked exception queue, not a sample
An exposure nobody can size becomes a measured one.
Scored againstYour scorecardEvidence for a cohortProducibleYour own staff and external providers under your brand alike06Misrepresentation scan on every recruitment conversation
The trigger is every human-handled recruitment conversation, inbound and outbound, by the institution's own staff or by an external provider under its brand. Orvera scores all of them against a misrepresentation scorecard and sends compliance a ranked exception queue instead of a sample.
- Moves recruitment conversations reviewed from a 1% to 3% sample to 100%
- Your own staff and external providers under your brand alike
- A ranked exception queue, not a sample
- Moves evidence producible for a named cohort
Deployment lifecycle
AI agents are deployed through a structured lifecycle aligned to real contact center environments, not a switch you flip and hope.
01
Workflow creation
Your approved knowledge, required disclosures, tracking-group rules and past interactions are turned into structured workflows the agent follows.
02
Testing and validation
Workflows are tested across real scenarios for accuracy, escalation handling and compliance before a single live call.
03
Controlled deployment
Agents go live through a defined process, monitored and connected to your SIS, admissions CRM, LMS, identity provider and ITSM queue.
04
Continuous improvement
Live performance feeds back into the workflows, sharpening resolution and compliance week over week.
Speed to value
The aid calendar is federal and it does not move.
3-6weeks
to full production deployment.
- Your own approved knowledge and disclosures mapped into executable logic
- Tested and validated across scenarios before go-live
- Deployed on the SIS, CRM, LMS and identity systems you already run
Timelines depend on workflow complexity and enterprise requirements.
Enterprise-ready
34 CFR 99.31(a)(1)(i)(B) permits an outside party to be treated as a school official where it performs a function the institution would otherwise staff itself, sits under the institution's direct control for the use and maintenance of education records, and is bound by the redisclosure limits at 99.33(a). Orvera runs under the institution's direction and control, which is the arrangement that section describes.
The school-official arrangement
Under the institution's direction and control, bound by the redisclosure limits.
A record on every interaction
Transcript, summary and disposition, for your own staff and your providers alike.
Granular controls
Permissions, guardrails and policy, configured per channel and use case.
Start before the cycle opens.
The aid calendar is federal and it does not move, full deployment lands in 3 to 6 weeks on the systems you already run, and Orvera absorbs the deployment and implementation cost as a strategic partnership.