Designing how Lendi and Aussie sound, listen and hand back to people

When Lendi and Aussie closed for the night, customers who called had nowhere to go. And during the day, sales associates spent hours calling people they couldn’t reach. When a call went unanswered and no voicemail was left, the chance of a callback went with it.

Lendi Group’s AI Disrupt team, a product manager, a tech lead and me, set out to fix both with AI voice agents: one to answer people after hours, and one to follow up customers, understand what they wanted and line up the next step. Other teams have since scaled the work, and the voice agents have saved thousands of hours since the pilotBuild Club says Lendi pilot saved 10k hours, shows promise of an AI-native workforceRead on Startup Daily.

I led the original voice experience, from the very first call through to production: what the agent could say, what it could know, how the conversation moved, and when to hand over to a person. AI voice was still dominated by American accents, so we cloned team members’ voices to make the agents sound genuinely Australian. We worked with Bland AI, relationship managers, Journeys and compliance.

In testing, I checked the recording, the transcript and the agent’s response separately, so each fix targeted the real problem. When the service went live, I handed it to the operational team with test scenarios, maintenance guidance and open issues, and moved on to Aurora.