COSA Sales · AI Dialler
The AI dialler that sounds human.With compliance built in.
Every call, end to end
- 01Checked before the dialConsent to AI calls, calling hours, do-not-call lists and caller ID, every time.
- 02Answered in your wordsA natural voice, British English by default, answering from the knowledge you've approved.
- 03Booked with an adviserStraight into your advisers' Outlook or Google calendars.
- 04Filed for reviewTranscript, summary and your AI call rules, in COSA Compliance.
Sophie · AI assistant
Calling Margaret Hughes · Equity release enquiry
- Dialling from your verified number…
Before the dial
All passed- Consent to AI calls on file
- Asked to be contacted
- Within your calling hours
- Not on any do-not-call list
- Verified caller ID
Filed in COSA Compliance
When the call endsAn illustrative call, worded as the equity release template words it. Names are made up.
Compliance & Sales
One platform for the calls you make and the calls you check
COSA is short for Compliance & Sales. The AI Dialler is the sales side: it books the appointments. COSA Compliance is the other: it reviews every client call against your rules. They share one client record, so each side knows what the other has seen.
COSA Sales · AI Dialler
Calls and books
- Follows up your enquiries in a natural voice
- Answers from your approved knowledge
- Books advisers' diaries, or puts the call through
Every answered AI callfiled with its transcript and summary, and checked against your AI call rules if you choose
Opt-outs and vulnerability flagshonoured before any future dial, on the same client record
COSA Compliance
Reviews and evidences
- Checks every in-scope call against your rules
- Flags vulnerable customers with the evidence
- Keeps the audit trail behind every verdict
Sounds human
Built for the way real booking calls go
We designed the AI Dialler in house around real equity release booking calls: the questions people ask, the worries they raise, and the moments they need time. The result is a call that feels like your best client-care colleague, not a script being read.
Human-sounding, never pretending to be human. By default it introduces itself as an AI assistant, and it never claims to be a person.
One natural voice, start to finish
Every line is spoken live in the same voice, never stitched together from recordings. British English by default, with a choice of voices and accents.
Lets people finish
A quick “mm” or “yes” doesn't cut it off, and nor does a cough or a television. When someone really does interrupt, it stops, listens and asks only for what it still needs.
Sounds like an office, not a void
A perfectly silent line gives a machine away. Choose a quiet background, from a home office to a busy floor, and a level that keeps the voice clear on any handset.
Talks the way people talk
One question at a time, a brief reaction to what they've said, amounts and dates said the way people say them, and the customer's own words for the people in their life.
Patient with older callers
Calm and never rushed, but it keeps the call moving. It speaks clearly, lets people finish, and asks again about only the part of a name or number it didn't catch.
Knows how to say goodbye
It hears a “bye”, a “ta-ra” or a “speak soon”, replies once and ends the call politely, rather than talking over the goodbye or leaving a silence.
Use cases
AI appointment setting for the calls your team makes every day
Start from a template written for regulated advice, then make it your own. Or start blank, with COSA's safety rules already in place.
- 01
Equity release follow-up
Follows up equity release and later-life lending enquiries: confirms the home's rough value and any mortgage left, what the money is for and who's on the deeds, answers general questions, then books the adviser call.
- Lifetime mortgages
- Later-life lending
- 02
Mortgage and protection follow-up
Finds out whether they're buying, moving or remortgaging and roughly when, the price and how much they'd like to borrow, asks once about protection, then books an adviser. It never quotes a rate or says how much someone can borrow.
- Mortgages
- Protection
- 03
Appointment booking
Calls people who asked to speak to your firm and books them a time straight into your advisers' calendars, so no enquiry waits for someone to be free to ring.
- Web enquiries
- Callback requests
- 04
Reminders and confirmations
Calls to confirm an appointment that's already booked, and notes a new time if it no longer suits, so fewer adviser calls go unanswered.
- Confirmations
- Rescheduling
How it works
Your knowledge, your words, your advisers' diaries
Start from a template, make it your firm's own, test it, then launch it on the enquiries you choose.
Knowledge
Equity release knowledge built in. Your firm's on top.
- Lifetime mortgages, interest roll-up, the no negative equity guarantee and independent legal advice, explained plainly
- Your approved Q&As read word for word; your documents and tables searched for the answer
- Rough release estimates only from your own bands and rates, signed off by your compliance lead
- Templates for equity release, mortgage and protection follow-ups, appointment booking and reminders
Knowledge
Ask a question- Key facts9 facts · answered straight awayApproved
- Q&AsRead word for wordApproved
- Lifetime mortgage product guide.pdfProduct guideApproved
- Release estimate bands and ratesApproved by your compliance lead · expires 30 NovApproved
Test question
Do I have to make monthly payments?
Answer from Key facts: There are no monthly payments to make unless you choose to, and many plans let you make voluntary repayments without a charge, within limits.
Tailoring
Sounds like your firm, because you wrote it
- Every change shown side by side before you keep it
- Safety rules stay locked, whatever the instructions say
- British English by default, with a choice of voices and accents
Sophie · Voice
British EnglishBackground sound
- Quiet room
- Home office
- Small office
- Contact centre
Say it like this
- Say ERC as “the Equity Release Council”
- Say KFI as “key facts illustration”
Booking
Booked into your advisers' diaries, with the details they need
- If no time suits, it notes when they'd like a call
- Warm transfer to an adviser, with a private brief first, where you turn it on
- Booking confirmations by text or email in wording you've approved
Daniel · Outlook calendar
Thu 30 OctEquity release call · Margaret Hughes. Wants money for home improvements and to help family. Her daughter will join. Asked whether she would still own her home.
Warm transferWhere you turn it on
“Call from Sophie at your firm about a customer enquiry. Press 1 to hear the details, or hang up.”
The adviser hears a short brief, then chooses to connect. If nobody answers, Sophie books a call instead.
Testing
Heard and tested before it calls anyone
Publish version 4
Ready- Rehearsed in the browserWith a made-up customer
- Test call to your phoneHeard it end to end
- Scenario evaluation passedRealistic and awkward callers, run repeatedly
- Recording notice in the openingChecked before publishing
- Estimate wording approvedYour compliance lead's sign-off
Publishing asks for your two-factor code. Versions can't be edited once published.
Before every dial
13 checks before a number is dialled. Fail one and the call doesn't happen.
The checks run in COSA's database, not just on screen, so a call that fails one is blocked rather than flagged afterwards. They're built around the UK rules for automated and AI calls, including PECR, the TPS and caller ID.
- 01
Switched on and published
- 02
Consent to AI calls
- 03
Asked to be contacted
- 04
Not suppressed
- 05
TPS position recorded
- 06
Within your calling hours
- 07
Not called too often
- 08
Verified caller ID
- 09
No silent calls
- 10
No answerphone messages
- 11
Vulnerable customers to people
- 12
Campaign checklist complete
- 13
Lead list provenance
Any opt-out, whether said on a call, a STOP text or an email unsubscribe, stops all contact from your firm through COSA straight away.
On the call
Rules it follows on every call
Your firm writes the persona and the call flow. These rules sit underneath, and can't be edited away.
AI voice agents and the Consumer Duty- Introduces itself as an AI assistant from your firm by default, and never claims to be a person or an adviser
- Says the call is recorded and that they can stop the calls, or ask for a person, at any time
- Never advises or recommends, and never says anyone qualifies or is eligible
- Gives a figure only from your approved facts, answers or estimate, never one of its own
- No pressure, urgency or scarcity, and “not interested” is accepted straight away
- Signs of crisis or vulnerability: it stops collecting details and offers a person
After the call
Every AI call, in front of your compliance team
- Recording notice, AI introduction and no-advice rules checked on the transcript
- Vulnerability flags and follow-up tasks for your team
- Disposition corrections and a full activity log
AI call · Robert Ellis
Equity release follow-up · Sophie, version 4
- Introduced itself as an AI assistantPassed
- Recording notice and right to stop givenPassed
- No advice or recommendationPassed
- Vulnerability passed to a personNeeds review
My wife always dealt with the money. I'm a bit lost with it all.
Customer · 02:41
The agent stopped asking for details and offered a call from the team. Flagged for a person to check the follow-up.
- Called within calling hoursPassed
Why COSA
Not another general-purpose voice bot
AI voice platforms are built to do anything. The AI Dialler is built to do one thing well, for firms that answer to the FCA.
| General-purpose AI voice tools | COSA AI Dialler | |
|---|---|---|
| Built for | Any industry. Regulated calling is one use case among many. | FCA-regulated advice firms, starting with equity release and later-life lending. |
| Consent and calling rules | Usually left for you to build: consent checks, calling hours, suppression lists, caller ID. | 13 checks enforced before every dial. A call that fails one is blocked, not warned about. |
| What it knows | A blank prompt and whatever knowledge you load and keep up to date. | Equity release fundamentals built in, plus your own approved Q&As, documents and rate tables. |
| Figures | Whatever the model says, unless you engineer controls around it. | Only from sources you've approved, with estimate bands and rates signed off by your compliance lead. |
| After the call | A recording and a transcript to file and review yourself. | Filed on the client's record in COSA, with the transcript and summary, and checked against your AI call rules if you choose. |
Built for
- General-purpose AI voice tools
- Any industry. Regulated calling is one use case among many.
- COSA AI Dialler
- FCA-regulated advice firms, starting with equity release and later-life lending.
Consent and calling rules
- General-purpose AI voice tools
- Usually left for you to build: consent checks, calling hours, suppression lists, caller ID.
- COSA AI Dialler
- 13 checks enforced before every dial. A call that fails one is blocked, not warned about.
What it knows
- General-purpose AI voice tools
- A blank prompt and whatever knowledge you load and keep up to date.
- COSA AI Dialler
- Equity release fundamentals built in, plus your own approved Q&As, documents and rate tables.
Figures
- General-purpose AI voice tools
- Whatever the model says, unless you engineer controls around it.
- COSA AI Dialler
- Only from sources you've approved, with estimate bands and rates signed off by your compliance lead.
After the call
- General-purpose AI voice tools
- A recording and a transcript to file and review yourself.
- COSA AI Dialler
- Filed on the client's record in COSA, with the transcript and summary, and checked against your AI call rules if you choose.
Speed to lead
Enquiries cool quickly. Call while they're warm.
Run a campaign on new enquiries and the AI Dialler calls them as they come in, within your calling hours, including the evenings and Saturdays your advisers aren't on the phones.
What the speed-to-lead research saysFirms that contacted a web lead within an hour were nearly seven times as likely to qualify it as those that tried even an hour later.
FAQ
What firms ask about AI calling
What is an AI dialler?
An AI dialler places outbound calls and holds the conversation itself, using an AI voice agent rather than putting the call through to a person. COSA's AI Dialler calls your firm's own enquiries, answers their questions from knowledge you've approved, gathers the details your advisers need and books a call with an adviser.
Is AI calling legal in the UK?
It can be, within the rules. PECR requires prior consent for marketing calls made by automated calling systems that play sounds other than live speech, and the ICO has said a system using AI to synthesise a caller's voice fell within that definition. The AI Dialler treats every call as an automated call: it only dials people whose consent covers AI calls from your firm, who asked to be contacted, within your calling hours. Your firm remains responsible for its consent wording, so take legal advice on it.
Will people know they're talking to an AI?
By default the agent introduces itself as an AI assistant from your firm. A rule your firm can't switch off means it never claims or suggests it's a person or an adviser; if asked, it says honestly that it's an AI assistant and offers to have someone from your team call instead.
Does it give financial advice?
No. It follows up the enquiry, answers general questions from your approved knowledge, gathers details and books the adviser. It never recommends a product, a plan or a lender, never says anyone qualifies, and leaves anything that depends on the customer's own circumstances to a qualified adviser.
What does it know about equity release?
The equity release template comes with the fundamentals, such as how lifetime mortgages work, interest roll-up, the no negative equity guarantee on plans that meet the Equity Release Council's standards, and independent legal advice, along with ways to handle common concerns. You add your own approved Q&As, product guides and rate tables, and the agent answers from those.
Can it book appointments for mortgage and protection advisers?
Yes. The mortgage and protection template finds out whether the customer is buying, moving or remortgaging, the rough price and how much they'd like to borrow, asks once whether they'd like the adviser to cover protection, and books the adviser call. It never quotes a rate, says how much someone can borrow or names a lender unless one of your approved answers does.
Can we tailor it to our firm's knowledge and wording?
Yes. You set the agent's name, persona, tone and call flow, the exact wording of its opening and closing, how it pronounces your products, and the facts it answers from. You can describe the agent you want in plain English, or paste an existing script, and COSA's AI creator writes it for you to review. Safety rules stay locked.
Which calendars does it book into?
Your advisers' Microsoft 365 (Outlook) or Google calendars. If none of the times suits, it notes when the customer would like a call. Where you turn it on, it can also put the customer through to an adviser, who hears a short private brief before choosing to connect.
What happens when someone asks not to be called?
It accepts straight away. An opt-out on a call, a STOP reply to a text or an email unsubscribe stops all contact from your firm through COSA, and cancels any bookings and tasks for that person.
How does it work with COSA Compliance?
Each answered call is filed on the client's record in COSA as an AI outbound call, with its transcript and summary. You can choose to have COSA check every answered AI call against your AI call rules, the same way it checks your advisers' calls, and opt-outs and vulnerability flags are honoured before any future dial.
Can we hear it before it calls anyone?
Yes. You can talk to an agent in your browser with a made-up customer, take a test call on your own phone, and see its scenario evaluation results before you publish a version. Nothing is called until you launch a campaign.
Hear the AI Dialler follow up an enquiry like yours
In a 30-minute walkthrough we'll set up an agent with your firm's details, let you hear it on a call, and show you the checks behind every dial and the record it leaves in COSA.
- Tailored to your call types
- No obligation
- Reply within 24 hours