Orvera AI

Every service call, save call and renewal call, answered and audited.

Orvera runs voice, chat and digital conversations for recurring consumer service contracts: security and smart-home monitoring, home warranty and service contracts, pest control, lawn care, and in-home appointment centers. Inbound, outbound, and the human agents behind them.

SOC 2 Type II, HIPAA Compliant, GDPR
See what Orvera runs
Why coverage decides it

One national save script cannot satisfy three states at once.

California permits a retention offer only after the business clearly tells the consumer they may cancel at any time. Minnesota bars any further offer until the consumer grants permission. Virginia requires a mechanism at least as convenient as the one used to sign up.

A quality program on a sample

1-3%of conversations reviewed
  • One national script across states whose rules contradict each other
  • A general business practice is a question about a pattern
  • A sample cannot answer that question in either direction
  • No compliance rate you could put in front of a regulator

Orvera

100%of conversations audited
  • Scored against a per-state scorecard, not one national one
  • A compliance rate and an exception list, by state
  • Human-handled and AI-handled conversations alike
  • A record built from every conversation, not a sample of them
What Orvera runs

The cancellation queue, the service line and the route ahead of the truck.

Cancellation conduct audited per state, the save desk guided live, service requests taken end to end, lead calls answered at peak, and the window confirmed before the drive.

  1. Auto QA, cancellation calls100% audited
    100%
    Audited

    A pattern question needs a record, not a sample

    Human-handled and AI-handled conversations alike.

    Compliance rateBy state
    Exception listReturned
    Scored against a per-state scorecard, not one national one
    01

    Audit every cancellation call, in every state

    A subscriber says cancel, in any channel, and the save desk runs one national script across states whose rules contradict each other. Orvera audits 100% of those conversations against a per-state scorecard and returns a compliance rate and an exception list.

    • A conduct standard evidenced across conversations, not on a sample
    • Scored against a per-state scorecard
    • Human-handled and AI-handled conversations alike
    • Holds save rate while non-compliant sequences go to zero
  2. Agent Assist, save deskState read
    Sequence for this account

    Disclose cancel-at-any-time first, then the offer.

    A different state reverses this order. The rep is not asked to remember which.

    Sequence guidedLive
    Request to completionFalling
    The governing state is read off the account, not guessed
    02

    Guide the save desk live, per state

    California requires the rep to tell the subscriber they may cancel at any time before any offer, and Minnesota bars any further offer until the subscriber grants permission. Orvera reads the governing state off the account and guides the rep through that sequence live.

    • The governing state is read off the account, not guessed
    • Moves save rate
    • Moves cancellation-request-to-completion time by state
    • The rep is guided through the sequence while the call is live
  3. Service requestWork order created
    Contract read
    State-correct
    Fee
    Confirmed
    Member authenticatedPass
    Covered item checkedHVAC
    Work orderWO-6621
    The state-correct contract is read, not the national default
    03

    Take the service request end to end

    An HVAC system fails in a heat wave and the member calls to open a claim against a contract whose covered items change state by state. Orvera authenticates the member, reads the state-correct contract, confirms the fee and creates the work order.

    • Moves service-generating events handled without a human
    • The state-correct contract is read, not the national default
    • The fee is confirmed and the work order is created on the call
    • Moves the customer service cost line
  4. Lead call, after hoursAppointment booked
    Went to voicemail
    No
    Territory
    Checked live
    Answered at peakYes
    Qualified againstYour criteria
    Booked into calendarLive slot
    Revenue-creating, not cost-reducing
    04

    Answer every lead call, including after hours

    A homeowner responds to advertising and calls the central number for a quote or an in-home consultation, and at peak season that call queues or goes to voicemail. Orvera answers it, qualifies against your criteria, checks live territory and calendar and books the appointment.

    • Moves booked appointments per 100 inbound leads
    • Revenue-creating, not cost-reducing
    • Live territory and calendar checked before the booking
    • Moves lead abandonment at peak
  5. Route confirmationBefore the drive
    Failed stop avoided
    Yes
    Route
    No slack
    Called aheadVoice and SMS
    Visit movedSame day
    Stops per tech dayRising
    Confirmed or moved against live route state, and written back
    05

    Confirm the window before the truck rolls

    Over half of a large pest operator's revenue lands in Q2 and Q3, and a failed stop then costs a drive, a rebook and a complaint call. Orvera calls ahead, confirms or moves the visit against live route state and writes the change back.

    • Moves failed-stop rate in the weeks the route has no slack
    • Confirmed or moved against live route state
    • Moves stops completed per technician day
    • The change is written back, not left on a note
  6. Agent Assist, denial callClause surfaced
    Surfaced to the rep

    The member's state-correct clause, and the exclusion being applied.

    Rather than hunting the contract while the member waits.

    Explanation draftedOn the call
    Summary writtenTo the claim
    The explanation is drafted while the member is still on the line
    06

    Support the rep on a denial call

    A claim is about to be denied and the rep hunts the contract and the exclusion schedule while the member waits. Orvera surfaces the member's state-correct clause and the exclusion being applied, drafts the explanation and writes the after-call summary into the claim record.

    • Moves denial-explanation completeness on 100% of denial calls
    • The state-correct clause and the exclusion applied, side by side
    • The explanation is drafted while the member is still on the line
    • Moves repeat calls disputing the denial
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 per-state cancellation sequences, contract terms, qualification criteria 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 CRM, contract system, dispatch and routing stack.

04

Continuous improvement

Live performance feeds back into the workflows, sharpening resolution and compliance week over week.

Speed to value

From your per-state sequences to full production deployment.

3-6weeks

to full production deployment.

  • Your own per-state cancellation sequences mapped into executable logic
  • Tested and validated across scenarios before go-live
  • Deployed on the CRM, contract and dispatch systems you already run

Timelines depend on workflow complexity and enterprise requirements.

Enterprise-ready

Approved-knowledge grounding, granular controls and full audit logs, across every channel. A general business practice is a question about a pattern across many conversations, and a record built from all of them can answer it.

Approved-knowledge grounding

Agents answer only from the state-correct contract and the sequences you approve.

Scored per state, not nationally

A compliance rate and an exception list against each state's own rules.

Full audit logs

A complete report, transcript and summary for every interaction.

Granular controls

Permissions, guardrails and policy, configured per channel and use case.

SOC 2 Type II
SOC 2 Type II
HIPAA Compliant
HIPAA Compliant
GDPR Compliant
GDPR Compliant
Orvera AI
Get started

Start with one queue.

Bring us the cancellation queue or the service request line, and full enterprise deployment lands in three to six weeks, with Orvera absorbing the deployment and implementation cost as a strategic partnership.

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