Voice Agent for Trading Support and Account Queries

• Head of Customer Support, Broking
• Contact Centre Manager
• Dealing Desk Head
• Compliance Officer

Broking support lines fill up with the same questions: why was my order rejected, when will my withdrawal arrive, why is there a margin shortfall, did my IPO mandate go through, why is my login locked. Volumes jump on expiry days, after a volatile open and during any platform incident, exactly when clients are least patient.

We build an inbound voice agent connected to your back office, order management and risk systems. It verifies the client with the registered mobile number, client code and a one-time password, then answers account-specific questions from live data: ledger balance and payout status, margin requirements and shortfalls, order rejection reasons from the risk system, IPO application and UPI mandate status, and holdings credit after corporate actions. It can email a contract note or ledger, resend an activation link or raise a ticket. Requests for advice get an approved refusal, order requests go to your recorded dealer line, and complaints reach a person with a summary.

• Verifies callers with registered mobile, client code and one-time password before sharing account data
• Explains order rejections using the reason codes in your risk and order management logs
• Answers ledger, payout, margin and holdings questions from live back-office data
• Reports IPO application and UPI mandate status and corporate action credits
• Performs simple service actions such as emailing contract notes or raising tickets
• Declines advice requests with an approved script and routes order and complaint calls to people

1. 01Answer and detect languageThe agent greets the caller in their preferred language and asks for the client code.
2. 02Verify the clientRegistered mobile and a one-time password confirm identity before any account data is shared.
3. 03Identify the intentThe agent classifies the request as service, advice, order or complaint.
4. 04Route out-of-scope requestsAdvice requests receive the refusal script; orders go to the dealer line and complaints to a support agent.
5. 05Answer from live dataService queries are answered from back-office, order and risk data, and simple actions are performed.
6. 06Log and follow upA ticket with transcript and outcome is logged, and documents are sent by email or SMS where requested.

1. Telephony and identity
   • Inbound number and IVR integration
   • Speech recognition and voices for Indian languages
   • Client verification with registered mobile and OTP
2. Conversation
   • Intent classifier
   • Approved answers and refusal scripts
   • Dialogue manager with session timeouts
3. Account data and actions
   • Back-office ledger and payout API
   • Order management and risk log lookup
   • IPO mandate and corporate action status
   • Document dispatch and ticketing
4. Hand-off and records
   • Warm transfer to dealer line or support agent
   • Recordings, transcripts and analytics

Dealers handle every order request on your recorded lines, and support agents take complaints and anything the agent cannot verify. Supervisors review sampled calls and approve changes to scripts and answers.

• Cloud telephony or IVR platform
• Broking back-office and order management or risk system APIs
• CRM and ticketing
• Email, SMS and WhatsApp gateways
• Status page or incident feed for outage messaging

• Never accepts, modifies or places orders
• No investment advice or tips; advice requests get an approved refusal
• OTP verification before any account data is shared
• Account and bank numbers never read out in full
• Outage mode with a clear status message and priority hand-off

• SEBI restricts investment advice to registered advisers, so the agent is limited to factual account service and declines advice requests.
• Order calls are routed to your recorded dealer lines so existing order-recording practices continue to apply, and unresolved complaints flow into your grievance process, including SEBI SCORES where applicable.

• Capital Markets & Wealth Management

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  Find out why trading accounts went dormant, fix KYC and access blockers first, and run consent-based, compliance-approved journeys that bring clients back without tips or inducements.

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• Capital Markets & Wealth Management

  Guardrail Testing for Investment Advisory Chatbots

  Test wealth and broking chatbots for unregistered advice, missing risk disclosures, made-up fund data, prompt injection and client data leakage, scored against your SEBI registration scope.

• Telecom & Contact Centres

  Multilingual Inbound Voice Agent for L1 Support

  A voice agent that answers routine L1 calls in Hindi, Hinglish and regional languages, resolves what it safely can through your systems and hands the rest to an agent with full context.