How Gesto works under the hood
The technical detail for operations, compliance and engineering teams: how a portfolio is loaded, how the negotiation envelope is defined, how Gesto validates every offer, and what the evidence of each call looks like.
The pipeline
From portfolio to audited agreements
Four steps: upload your portfolio, define the negotiation envelope, the agents call, and every agreement is documented with auditable evidence.
Step 01
Upload your portfolio
Import CSV or XLSX and get a data-quality report before the first call: valid records, normalized phone numbers, duplicates and missing fields.
Ingesta · portafolio_2026Q2.csv48.230 registrosProcesado100%Reporte de calidad
- Registros válidos46.90297,2%
- Teléfonos normalizados44.51192,3%
- Duplicados detectados3120,6%
- Campos faltantes1.0162,1%
Step 02
Define the negotiation envelope
Maximum discount, installment count, minimum payment and per-segment terms. The envelope is enforced in code: the agent cannot offer anything outside it.
Sobre de negociaciónsegmento · mora 90–180- Descuento máximo25%
- Cuotas hasta12
- Pago mínimo$ 150.000
envelope.v3 · activo
Aplicado por código — el agente no puede exceder estos límites.
Step 03
Agents call and negotiate
Natural Colombian-Spanish voice, identity verification, barge-in handling, and automatic enforcement of contact windows and suppression lists.
Llamada en curso~480 ms/turnoAGENTEBuenas tardes. Le habla Andrea, asistente virtual. Esta llamada es grabada. ¿Hablo con Carlos M.?
DEUDORSí, con él. Pero es que este mes está difícil…
AGENTELo entiendo. Miremos opciones: puedo dividir el saldo en cuotas, dentro de lo autorizado.
barge-in ✓identidad verificadaStep 04
Audit and agreements
Every call is recorded and transcribed; every offer, validation and agreement is chained into an immutable trail that backs the operation in disputes.
Traza de auditoríahash-chain verificada ✓14:32:08llamada.iniciada0x8c2f…
14:32:41identidad.verificada0x1d7b…
14:36:02oferta.validada0x9e44…
14:38:17acuerdo.creado0x3f9a…
Acuerdo de pago
$ 2.850.000 · 6 cuotas · primera el 15/07
The validator
Compliance isn't a prompt. It's code.
In Gesto the AI proposes and a deterministic validator approves: an offer outside the operator-authorized envelope is impossible to voice.
Instructions to a language model are not guarantees: a prompt can give way under conversational pressure. That's why every offer the agent drafts passes through a deterministic validator — code, not model judgment — that checks it against the operator's negotiation envelope: maximum discount, installment count, minimum payment and per-segment terms. An offer inside the envelope is voiced; an offer outside it is blocked and logged with its reason.
01 · LLM
The model proposes
The agent drafts an offer based on the conversation
02 · CÓDIGO
The validator approves
Deterministic rules against the operator's envelope
validar(oferta, sobre)
→ APROBADA | RECHAZADA
✓ Inside the envelope → voiced
✕ Outside the envelope → blocked and logged
The evidence
A hash-chained audit trail
Every event in the operation — offer, validation, agreement, data access — is cryptographically chained: altering one record would break the chain.
100% of calls are recorded and transcribed. Every relevant event — call started, identity verified, offer validated, agreement created — is logged with a hash chained to the previous event, so the trail is verifiable end to end and impossible to edit without leaving a trace. Facing a debtor dispute or a SIC inquiry, the operator reconstructs the entire call — audio, transcript, validated offers and agreement — in minutes.
14:32:08llamada.iniciada0x8c2f…
14:32:41identidad.verificada0x1d7b…
14:36:02oferta.validada0x9e44…
14:38:17acuerdo.creado0x3f9a…
Acuerdo de pago
$ 2.850.000 · 6 cuotas · primera el 15/07
Controls
Operational and security guardrails
Contact windows, AI disclosure, multi-tenant isolation and encryption: controls are checked by the system before and during every call.
- Windows, frequency and suppression
- Allowed contact hours, frequency caps and suppression lists are checked by the system before every attempt. Outside the configured window the call doesn't originate, and the blocked attempt is logged.
- Virtual-assistant disclosure
- By default the agent discloses that it is a virtual assistant and that the call is recorded. The disclosure setting is explicit in the console and any change is logged in the audit trail with the responsible user.
- Multi-tenant with row-level isolation
- Every query is scoped to the authenticated operator through policies enforced in the database. One operator's portfolios, debtors and calls are never visible to another.
- Encryption and blind indexes
- Data travels and is stored encrypted. Sensitive identifiers — national IDs, phone numbers — are additionally protected with blind indexes, which allow lookups without exposing the value.
Gesto is operating infrastructure for regulated collections. This page describes the product and is not legal advice.
Hear it working
Book a 30-minute demo: we load a test portfolio, you define a negotiation envelope, and you hear an agent close an agreement inside those limits.