Vera
At a glance
- Live at: BDO Unibank (delivery details validation for card delivery)
- Channels: outbound voice
- Languages: EN (BDO-specific)
- First deployed: late 2025
- Owner: Customer experience pod
The problem it solves
Card-delivery failures at BDO mostly trace back to bad address data: typos, missing apartment numbers, unclear recipient nicknames. Sending a courier to a low-confidence address means a failed attempt and a redelivery cycle that costs ~3× the original delivery.
Vera makes an outbound call to the customer before dispatch to verify the address and capture the delivery name/nickname. Turns uncertain orders into verified deliveries through natural conversation.
How it works
Triggered by the Address Checker engine when address confidence is below 85%.
Step by step
- Trigger — Address Checker engine returns confidence < 85% on an inbound order from Vertexon (BDO’s OMS).
- Outbound dial — up to 3 attempts spaced apart.
- Authenticate — confirms speaking with the right customer.
- Address verification — reads the address component by component; customer confirms or corrects each.
- Nickname capture — asks for preferred recipient name for the parcel.
- Final confirmation — recaps everything.
- Order update — writes verified data back to Vertexon.
- Fallback — if all 3 call attempts fail, raises a CCM ticket for human follow-up.
Tech stack
| Layer | What’s used |
|---|---|
| Models | Voice synthesis + conversational LLM. Transcription: Whisper. |
| Memory | Short-term: call context. |
| Tools (MCP) | Vertexon read/write, CCM ticket create, address validation. |
| Telephony | SIP trunking via BDO’s outbound voice provider. |
| Guardrails | No payment / card-detail capture; profanity filter; max 3 attempts then escalate. |
| Evals | Scenario-based — clear address, ambiguous address, customer disputes address, customer hangs up, language switch. |
Eval metrics (current)
Placeholder: Need numbers from BDO deployment lead. Suggested: % of low-confidence addresses successfully verified, mean call duration, customer NPS on the verification call.
Lessons learned
Placeholder: What surprised us during pilot? Particularly interested in cases where Vera made things worse vs. better.
Sources
- BDO Unibank deck, “Delivery Details Validation: Address Checker & Agent ‘Vera’” section
- See BDO case study for end-to-end context
Changelog
- 26 May 2026: Initial draft from BDO deck.