Rider and Driver Support Voice Agent

• Head of Fleet and Rider Operations
• Control Tower Manager
• Last-Mile Operations Manager
• Driver Partner Experience Lead

Last-mile riders and line-haul drivers call hubs, team leads and control towers all day: the address cannot be found, the customer is not answering, the app shows the wrong payout, the vehicle has broken down. Callers are on the road, often prefer Hindi or a regional language, and need answers fast, while control tower staff juggle the same questions across many phones.

We build a voice agent that riders and drivers reach from a helpline number or a button in their app. It identifies the caller by phone number, loads their current trip or route, and handles common questions directly: consignee contact attempts and address landmarks, payout and incentive breakdowns, COD deposit status and app troubleshooting. For breakdowns, accidents, theft or detentions it collects location and key details in a fixed sequence and transfers to a control tower agent at once with a summary. It speaks Hindi, Hinglish and the regional languages you need, and never changes payouts or trip assignments itself.

• Identifies the rider or driver and loads their active trip, route and recent payouts
• Answers payout, incentive, COD deposit and app login questions from your systems
• Helps with address issues using landmarks, consignee contact attempts and hub guidance
• Collects structured incident reports for breakdowns, accidents, theft and detentions
• Transfers urgent and safety-related calls to a control tower agent with a summary
• Works in Hindi, Hinglish and configured regional languages on noisy roadside audio

1. 01Rider or driver callsThe caller uses the helpline number or app button and is identified by phone number.
2. 02Classify the issueThe agent asks what is wrong and classifies it as a query, address help or an incident.
3. 03Answer from systemsFor queries, it fetches trip, payout or COD data from your systems and explains it.
4. 04Capture incidentsFor incidents, it captures location, vehicle, shipment and injury information in a fixed sequence.
5. 05Hand over when neededSafety issues, disputes and unresolved queries go to a control tower agent with the summary.
6. 06Log and follow upEach call is logged with its outcome, and tickets are created for teams such as payouts or claims.

1. Telephony
   • Helpline numbers and in-app call button
   • Call routing and recording
2. Voice understanding
   • Speech-to-text for Hindi and regional languages
   • Intent and incident classifier
   • Text-to-speech in the caller's language
3. Operational data
   • Trip and route API from the TMS or rider app
   • Payout and incentive ledger
   • COD deposit records
4. Handover and tickets
   • Control tower console with call summary
   • Ticketing system
   • Call log and QA sampling

Control tower staff take over every safety incident, dispute and unresolved call, with the agent's summary on screen. Payout corrections, trip reassignments and claims decisions are made by your teams.

• TMS or rider app backend
• Payout and incentive system
• Cloud telephony or contact-centre platform
• Ticketing system such as Freshdesk or Zendesk
• WhatsApp Business API for follow-up messages

• Safety-related phrases trigger an immediate human transfer
• No changes to payouts, trips or COD records by the agent
• Callers can ask for a person at any point
• Personal data shared only with the verified caller
• Weekly sampled call reviews for answer quality

• Call recordings and rider or driver data are processed in line with the DPDP Act 2023, with notice at the start of the call.
• Incident records support your duty-of-care and insurance processes; they do not replace statutory accident reporting.

• Logistics & Supply Chain

  Delivery Status Agent (Voice + WhatsApp)

  Answer where-is-my-shipment calls and WhatsApp messages from consignees and shippers, arrange reschedules and NDR reattempts within your rules, and hand complaints and disputes to your team.

• Logistics & Supply Chain

  Proof of Delivery Capture and Verification

  Check every POD photo or scan for consignment number, date, signature, stamp and remarks, match it to the shipment in your TMS, and flag short, damaged or doubtful deliveries before billing.

• Logistics & Supply Chain

  Security Testing for Customer-Facing Logistics AI Agents

  Adversarial testing of tracking chatbots, WhatsApp bots and voice agents for shipment data leakage, tracking-number enumeration, prompt injection and unsafe actions such as unauthorised redirects.

• 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.