O2C Collections · governed voice agent

Customer Collections Voice Journey

Shows how Sphere turns an overdue-invoice signal into governed voice outreach, promise-to-pay capture, Salesforce activity creation, SAP dunning pause, evidence, replay, and learning.

Open Collections AI Open replay

Demo spine

Signal → context → agent → policy → evidence → decision → action → replay

Signal

Invoice overdue

Shell invoice crosses dunning threshold and enters the O2C event stream.

Context

Customer 360

Agent reads customer hierarchy, open AR, prior disputes, broken promises, and credit exposure.

Policy

Collections policy

Dunning, agentification, language, recording, and escalation rules are evaluated.

Agent

Voice outreach

Voice agent calls the customer with invoice context and captures intent, sentiment, and commitment.

Action

Promise captured

Promise-to-pay is recorded, Salesforce task is created, and dunning is paused pending due date.

Assurance

Replay sealed

Transcript, policy result, evidence pack, and outcome are available to supervisor and auditor.

Evidence contract

What stakeholders can inspect

Fact	Source	Proof
Outstanding balance	SAP/FSCM context cache	Open item, aging bucket, payment terms, dunning level.
Customer contact	Salesforce account	Validated phone, preferred language, account owner.
Promise to pay	Voice transcript	Promise date, amount, confidence, recording reference.
Governed update	SOR gateway	SAP dunning pause + Salesforce task write simulated behind policy gate.

Outcome

What changes

Collector effortCall + follow-up avoided

Cash confidencePromise tracked

Control stateHuman escalation if missed

LearningBest call time updated

Evidence Replay Value

Assurance proof

Policy, human gate, learning, value, and SOR access

Control	Visible proof
Policy evaluated	Collections dunning policy, agentification threshold, recording consent, language, escalation threshold.
Human gate	Supervisor approval required for legal escalation, write-off, credit hold override, or broken-promise escalation.
Learning captured	Call time, channel, sentiment, promise outcome, and follow-up result feed the outreach learning queue.
Value attribution	Cash promise, effort avoided, DSO exposure, and risk state are attributed at case, customer, tower, and CFO levels.
SOR access	Customer profile and AR state read from context cache; SAP/Salesforce writes only after policy gate. Avoided-SAP-call count is not claimed unless gateway telemetry records it.