Service Booking Voice Agent for Consumer Durables

A multilingual voice agent that books installation and repair visits for ACs, refrigerators, washing machines and purifiers, captures model and serial correctly and checks warranty.

Capability:: Voice AI,; Document Intelligence
Industry:: Manufacturing

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Who it is for

Head of Customer Service
Service Operations Manager
Call Centre Manager
Head of Service Network

The problem

Consumer durables brands get most service demand by phone: installation and demo after purchase, repairs, AMC renewals and status checks. Calls spike with the season, such as air conditioners in summer, and the details captured on the first call decide whether the technician fixes the problem on the first visit.

Seasonal call peaks

Summer for ACs and coolers, and festive sales for TVs and appliances, push queues beyond what the call centre can staff for.

Wrong model and serial captured

Customers read model numbers off a sticker or guess, so technicians carry the wrong part and a second visit follows.

Warranty checks need paperwork

Warranty status depends on purchase date and invoice, which agents ask customers to send separately and then chase.

Repeat status calls

Customers call again and again to ask when the technician will come, adding load without new information.

What we build

We build a voice agent for your service line that handles installation requests, repair bookings, AMC renewals and status calls in Hindi, English and regional languages. It captures product, model, serial, pincode and symptom, and can send a WhatsApp link so the customer photographs the rating plate and invoice; document extraction reads model, serial and purchase date from those photos. It checks warranty, books a slot from the authorised service centre's capacity and creates the ticket in your service CRM. Status calls are answered from live ticket data. Safety complaints and disputes go straight to a human agent.

Handles installation, demo, repair, AMC renewal and status calls in Hindi, English and regional languages
Captures symptoms and error codes in the customer's own words and maps them to your complaint codes
Reads model, serial and purchase date from rating-plate and invoice photos shared over WhatsApp
Checks warranty and AMC status against your service CRM
Books slots from service centre capacity by pincode and sends the ticket and visit window by SMS or WhatsApp
Escalates safety complaints such as burning smell, sparking or gas leaks to a human agent at once

How it works

01Understand the requestThe caller is identified by phone number and the agent asks whether it is an installation, repair, AMC or status call.
02Capture product and symptomThe agent collects product, model, pincode and symptom, and sends a WhatsApp link for rating plate and invoice photos.
03Read photos and check warrantyModel, serial and purchase date are extracted from the photos and warranty status is checked.
04Check for escalationSafety issues, disputes and repeat complaints are handed to a human agent with a summary.
05Book the visitA slot is booked from service centre capacity and the ticket is created in the service CRM.
06Confirm and updateThe customer gets the ticket number and visit window, and later status calls are answered from live ticket data.

Service Booking Voice Agent for Consumer Durables: workflow diagram — Open full size

Architecture

Channels
- Toll-free number via cloud telephony
- WhatsApp Business API for photos and updates
Conversation
- Multilingual speech-to-text and text-to-speech
- LLM dialogue manager with service schemas
- Safety and escalation rules
Document reading
- Rating plate and invoice photo extraction
- Model and serial validation against the product master
Service systems
- Service CRM ticket adapter
- Warranty and AMC lookup
- Service centre slot and capacity API
Oversight
- Live agent handover with call summary
- Recordings, transcripts and QA sampling

Inputs and outputs

Inputs

Customer calls and WhatsApp photos of the rating plate and invoice
Product master with models, serial formats and warranty terms
Complaint and symptom code list
Service centre capacity and pincode coverage
Existing tickets and AMC records from the service CRM

Outputs

Service tickets with validated model, serial, pincode and symptom code
Booked visit slots and customer confirmations
Warranty and AMC status on each ticket
Escalation queue with call summaries
Daily report on call types, languages and handover reasons

Where people stay in control

Safety complaints, disputes, repeat failures and warranty exceptions go to a human agent with a call summary. Goodwill repairs and out-of-warranty concessions are decided only by the service manager under your policy.

Integrations

Service CRM such as Salesforce Service Cloud, ServiceNow or an in-house system
Cloud telephony or contact centre platform
WhatsApp Business API and SMS gateway
Service centre scheduling or partner portal
Product and warranty database

Guardrails

Safety keywords trigger immediate human handover with a standard safety script
No promises of free repair outside warranty or AMC terms
No payment details taken by voice; payment links sent only through your gateway
Recording disclosure at the start of each call
Ticket details read back before booking

Compliance notes

Warranty and service statements follow your published terms, in line with Consumer Protection Act 2019 expectations on fair representation to consumers.
Customer recordings and photos are personal data under the DPDP Act 2023; retention is limited and access is logged.

A typical pilot

Duration: 4 weeks

One product category, such as air conditioners, in one region and two languages, handling repair and status calls alongside your current agents.

Deliverables

01Call flows and symptom mapping agreed with service operations
02Working agent on a pilot number or overflow queue
03Rating plate and invoice photo extraction
04Ticket quality report against technician job sheets
05Roll-out plan for peak season and other categories

What we measure

Ticket field accuracy: Model, serial, pincode and symptom on agent-created tickets compared with technician job sheets.
Calls resolved without handover: Share of calls completed by the agent, with handover reasons logged.
Repeat visits linked to intake errors: Second visits caused by a wrong model, part or symptom, taken from job sheet closure codes.
Customer satisfaction: Short post-call survey compared with calls handled by human agents in the same period.

FAQs

01Can it handle our summer peak?

Capacity scales with telephony lines rather than staff, so the agent can take overflow calls during peaks. The real constraint is service centre capacity, so slot booking reads live availability instead of promising visits that cannot happen.

02What if the customer cannot find the model number?

The agent sends a WhatsApp link to photograph the rating plate or invoice and reads the details from the photo. If neither is available, it books the visit with what it has and flags the ticket for the technician to confirm.

03Which languages does it support?

Hindi, English and Hinglish as standard, with Tamil, Telugu, Kannada, Marathi, Bengali and others added based on your call mix. We test with recorded calls from your regions during the pilot.

04How does it connect to our service CRM?

Through the CRM's API to create and update tickets and read status. If your service centres use a partner portal, slot booking connects to it or to a capacity sheet maintained by your service team.

Related use cases

Founded by Akhilesh Mittal. 8 years building a security platform for a New Zealand company. IIT ISM Dhanbad and IMT Ghaziabad. Builds production agentic AI.

Start with one line, one document or one region

Book a discovery call and we will pick a narrow pilot with your quality, finance or sales team, run it alongside your current process and report what we measured.