Talk to an engineer Book a demo
Solution · Service & grievance

First-call resolution, in their language.

Status and account questions answered from your systems, in the language the customer speaks.

Book a demo Scope a pilot
RBI / IRDAI grievance normsDPDP Act 2023
Inbound call · mr-IN · customer service
R
Kabir · FormantAI agentInbound · Marathi–Hindi · Claim status
01:14
00:02Agent
Namaskar, [Insurer] madhe aaple swagat aahe. Mi Kabir, AI assistant. Ha call record hot aahe. Mi kashi madat karu shakto?नमस्कार, मी कबीर, AI असिस्टंट. मी कशी मदत करू शकतो?
00:09Customer
Mera claim ka status jaanna tha.
00:11Agent
Ji. Verification ke liye registered mobile par OTP bhej raha hoon — keypad se enter kariye.
00:20Customer
(DTMF ••••••)
00:23Agent
Dhanyavaad. Aapka claim 12 September ko document review stage mein hai; ek document pending hai — discharge summary. Main list WhatsApp par bhej deta hoon. Aur kuch?
stage: verify(otp) → statusotp: DTMF · masked ✓status: from claims system ✓lang_switch: mr → hi handled
Hear a real call

Your IVR makes customers press 4 to wait for a human who looks up what a machine already knows.

Most inbound calls have deterministic answers. Ground an agent in your systems and free humans for judgement calls.

How the agent handles it

Answer what is known. Escalate what is not.

01 · Verify securely

Verify

OTP or digits by keypad (DTMF), never spoken; masked in transcript and audio.

02 · Resolve from your systems

Resolve

Balances, due dates, policy and claim status — read live, sent on WhatsApp when useful.

03 · Grievance intake & handoff

Escalate

Grievances ticketed with category, transcript and SLA timer; distress goes warm to a human.

Compliance built in

Grievances handled the way the regulator expects.

Every complaint gets a ticket number, a category, a timestamp and a transcript. Escalation paths are designed, not improvised.

audit log · customer-service · per call
Call events
15:41:00inbound_calllang_detect=mr-IN✓
15:41:03ai_disclosureverbatim✓
15:41:20otp_verifiedmethod=dtmf · masked✓
15:41:24claims_lookupstatus=doc_review · pending=discharge_summary✓
15:41:30checklist_sentchannel=whatsapp✓
15:41:33csat_promptscheduled✓
Enforced by the engine
  • AI disclosure and recording notice at call start
  • Identity verification before any account detail
  • Grievance ticket with SLA clock on every complaint
  • Warm transfer with full context on distress or repeated dissatisfaction
  • Redacted transcript and audit log per call
RBI / IRDAI grievance normsDPDP Act 2023Exportable
Full control mapping
Integrations

Trigger → action → outcome.

workflows · customer-service
TriggerActionOutcome Customer calls about claim statusOTP verification, live lookup, plain-language explanation, checklist sentResolved on first call; no agent time usedCustomer expresses a complaintTicket created with category and transcript; SLA startedGrievance team picks up with full contextCustomer is distressedImmediate warm transfer to a humanNo customer left talking to a machine when they need a person
What we measure

Every pilot ends with a number.

24×7
inbound coverage in every supported language
1
verification step, by keypad, never spoken
0
guessed answers — every status read from your system
SLA
timers started on every grievance

Illustrative framing; pilot numbers replace these. confirm

Reported weekly
Containment
% resolved by AI
by intent
First-call resolution
%
Average handle time
mm:ss
AI vs. human
Grievance SLA
% within SLA
Service & grievance

Give your human agents the calls that need them.

Share your top ten inbound intents. We return an agent that handles them and a plan to measure containment.

Book a demo
Engineering

Scope it with an engineer

Bring your scripts, your systems and your regulator's checklist. We map the integration and the controls before the pilot starts.

Talk to an engineer