Voice AI Where One Wrong Question Breaks the Rules - Shiv Indap, Upstart & Brooke Hopkins, Coval

Shiv Indap of Upstart and Brooke Hopkins of Coval walk through automating loan verification calls in a heavily regulated lending environment. They cover the compliance traps that shape the agent's behavior, moving human review beyond a Google Sheet, and raising LLM judge agreement with human reviewers from 33% to 92%. The talk then lays out a continuous loop of live monitoring, human review queues, simulation-based testing of fixes, and self-healing agents, with humans signing off on every change.