Support Voice Agent for Failed Payments and Refunds

• Head of Customer Support
• Contact Centre Operations Manager
• Payments Product Manager
• Principal Nodal Officer for grievance redressal

When a UPI or card payment fails but the customer's account is debited, the first thing they do is call. Most of these calls ask the same question, where is my money, and the answer sits in the transaction status and the reversal timeline. Call peaks follow bank or switch downtime, exactly when human agents are most stretched.

We build an inbound voice agent that answers payment support calls in Hindi, English and Hinglish, with other Indian languages added as needed. It identifies the caller from the registered mobile number, helps them find the transaction by amount, date, merchant or UTR, and reads the live status from your systems. It explains what happens next in plain language: auto-reversal in progress, refund initiated with its reference, or payment successful at the merchant. It raises a complaint ticket when needed and transfers to a human agent with a summary when the caller is upset, the case is unusual or they ask for a person. It never asks for a PIN, OTP or CVV.

• Speech recognition tuned for payment terms, merchant names, amounts and reference numbers in Hindi, English and Hinglish
• Transaction lookup by registered mobile number, amount, date, merchant, UTR or RRN
• Status explanations for pending, failed with reversal, refunded and successful payments
• Ticket creation with a reference number read back and sent by SMS or WhatsApp
• Warm transfer to a human agent with the call summary on screen
• Built-in refusal to collect PINs, OTPs, CVVs or card numbers, with a fraud-awareness line

1. 01Answer and identifyThe agent greets the caller in their chosen language and matches the calling number to a registered customer or merchant.
2. 02Find the transactionIt asks for amount, date and merchant, or the UTR if the caller has it, and confirms the right transaction.
3. 03Read live statusIt fetches status, reversal or refund state and reference numbers from your payment and refund systems.
4. 04Explain next stepsIt explains what happens next, quoting timelines only from your approved policy text.
5. 05Ticket or escalateOut-of-policy, disputed or emotional cases get a ticket or a warm transfer to a human with a summary.
6. 06Confirm and logThe reference number is read back and sent by SMS or WhatsApp, and the transcript is stored for quality review.

1. Telephony
   • Cloud telephony or SIP trunk
   • IVR handoff and call recording
2. Speech
   • Streaming speech-to-text for Hindi, English and Hinglish
   • Text-to-speech with natural Indian voices
3. Dialogue and tools
   • LLM dialogue manager with approved policy text
   • Read-only transaction lookup tool
   • Ticketing tool
4. Safety
   • Sensitive-data filter blocking PIN, OTP and CVV capture
   • Escalation rules
   • Prompt-injection and abuse detection
5. Operations
   • Agent desktop with call summary
   • QA dashboard and transcript store

Human agents take every escalated, disputed or emotionally charged call, and supervisors review a daily sample of automated calls. The agent cannot initiate refunds or reversals; it only reads status and raises tickets.

• Cloud telephony such as Exotel, Knowlarity or Twilio, or your existing contact centre platform
• Payment switch or gateway status APIs
• Refund and reversal systems
• Freshdesk, Zendesk or Salesforce Service Cloud
• WhatsApp Business API and SMS gateway

• Read-only access to transaction systems; no money movement from the voice channel
• Hard block on collecting PIN, OTP, CVV or card numbers
• Timelines quoted only from approved policy text, never generated freely
• Immediate transfer when the caller mentions fraud or asks for a person
• Call recording disclosure at the start of every call

• Explanations follow RBI's framework on turnaround time and customer compensation for failed transactions, as your approved policy text applies it.
• Recordings and transcripts are personal data under the DPDP Act 2023, with retention set by your policy.
• Escalation paths can be aligned with your grievance redressal process and the RBI Integrated Ombudsman Scheme.

• Fintech & Payments

  Chargeback and Dispute Evidence Pack Assembly

  Gather order, delivery, authentication and refund records for each chargeback, check them against the reason code and draft a representment pack for your disputes analyst.

• Banking

  Multilingual Voice Agent for Banking Service Requests

  An inbound voice agent that authenticates callers and handles card blocking, statements, cheque books and status queries in Hindi, Hinglish and regional languages, with clean handover.

• Telecom & Contact Centres

  Voice Agent Red-Teaming and Jailbreak Testing

  Adversarial phone calls against your voice agent in Hindi, Hinglish and English, testing verification bypass, data leakage, prompt injection and off-script promises, with recorded evidence.

• Telecom & Contact Centres

  Call QA and Compliance Auditing on Every Call

  Score every recorded call against your QA form and compliance script, in Hindi, Hinglish and English, so QA analysts spend their time on the calls that need a human ear.