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CallSteer for
Customer Service

Powered by The Guardian

Real-time fraud detection, identity verification enforcement, and de-escalation coaching. Stop social engineering on the call — not after.

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$25.4B lost to phone scams in 2023 — CallSteer fights back

Inbound Call
Transcribing
Rep: KL-1053 RingCentral

Your agent only sees the nudge card. We're showing the full call so you can see the magic.

The Problem

Your Agents Are Your Biggest Vulnerability

Social engineers don't hack systems. They hack people. One skipped verification step, one rushed agent, one convincing caller — and your customer's identity is compromised.

Identity Theft via Phone

Fraudsters call posing as customers, pressure agents to skip verification, and walk away with account access. It happens thousands of times a day across the industry.

Escalation Spirals

Angry callers push agents into defensive mode. Without real-time coaching, small frustrations become formal complaints, social media posts, and lost customers.

What It Does

Protection on Every Call

CallSteer transcribes the conversation and coaches your agents in real time — catching threats and guiding responses before damage is done. No audio is ever recorded.

Security

Social Engineering Detection

Identifies manipulation patterns in real time — urgency pressure, authority claims, emotional tactics. Confidence-gated to prevent false alarms.

Compliance

Verification & Audit Trail

Ensures agents complete all identity verification steps before account changes. Every interaction logged for compliance reviews and QA.

Coaching

De-escalation & Workflow

Heated caller? Real-time de-escalation scripts. Complex request? Step-by-step workflow guidance from your uploaded knowledge base — refunds, exchanges, account changes, billing disputes.

The Flow

What Happens on Every Call

Call Heard
Threat or Need Detected
Agent Coached
Issue Resolved

Fraud attempt? Agent alerted. Angry caller? De-escalation script. Complex request? Step-by-step guidance.

Your DNA

50+ Data Points. Built for Protection.

One 2-3 hour session captures your verification protocols, fraud red flags, escalation rules, and service policies. Upload your knowledge base — FAQs, refund policies, compliance docs — via file or URL. Agents tune their own sensitivity. Webhooks push call data to your CRM automatically.

Fraud & Security Protocols

Your verification steps, social engineering red flags, and dollar-threshold policies loaded into every session. The AI cross-references caller claims against your rules in real time.

De-Escalation & Compliance

Approved de-escalation phrases, escalation triggers, and compliance requirements (HIPAA, PCI, state rules) — sourced from your DNA and uploaded knowledge base, surfaced the instant an agent needs them.

Service Policies & Workflows

Upload your refund policies, account type rules, and step-by-step procedures. New agents get the right answer on their first call — not their hundredth.

The Multiplier

Your Best Agent's Instincts. On Every Screen.

Your most experienced agents know the red flags, the de-escalation tactics, the exact policy citations. The Custom Playbook captures that institutional knowledge and deploys it to every agent on the team — live on the next call.

Upload

Manager types a trigger phrase and the ideal response. AI generates three natural variations that sound human.

Deploy

Every agent gets those responses live on their next call. Playbook entries are prioritized over AI — your team's knowledge comes first.

Compound

After six months, new agents inherit hundreds of proven responses on day one. Fraud patterns, policy citations, de-escalation scripts — all battle-tested.

Your seasoned agents have handled thousands of calls. Their instincts are your biggest asset. The playbook makes that experience permanent — even when they retire, transfer, or get promoted.

Compliance

Every Call. Every Step. Every Time.

CallSteer ensures agents follow verification and compliance protocols in real time — not after the call, when it’s too late.

Real-Time Compliance Guardrails

Powered by your company’s DNA — not generic checklists

Identity Verification

Prompts agents to complete all ID verification steps before any account changes. Blocks processing until requirements are met.

Social Engineering Detection

Detects emotional urgency, third-party requests, and high-value transfers in real time. Flags fraud tells before the agent processes anything.

Transaction Threshold Enforcement

Automatically applies dual-auth, supervisor approval, and documentation requirements based on dollar amount and transaction type.

Regulatory Guardrails (HIPAA, PCI, State)

Industry-specific compliance rules loaded from your DNA. Prevents agents from sharing protected info or skipping required disclosures.

Full Audit Trail

Every nudge, every decision, every compliance check — logged and searchable. QA teams get a complete record without reviewing every call.

All compliance rules are configured in your DNA — no code changes needed. Update policies in the dashboard and they’re live on the next call.

Protect Your Customers. Empower Your Agents.

$25.4B lost to phone scams last year. De-escalate faster, prevent fraud in real time, and make every agent your best agent — starting today.

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