Multilingual Inbound Voice Agent for L1 Support

• Head of Customer Care
• Contact Centre Operations Director
• IVR and CX Technology Manager
• BPO Delivery Head

Inbound queues at telecom operators, broadband providers and BPO programmes carry many repeat L1 queries: balance and plan details, failed recharges, data not working, bill explanations and outage status. Callers speak Hindi, Hinglish or a regional language, often switch mid-sentence, and a menu-driven IVR sends them round in loops until they press zero for an agent.

We build an inbound voice agent that sits behind your IVR number or ACD and handles a defined set of L1 intents end to end. It understands Hindi, Hinglish and the regional languages agreed for the pilot, verifies the caller using methods your security policy allows, and calls your BSS, CRM and network status APIs to answer: current plan and balance, last recharge status, outage in the caller's area, bill breakdown, or a new complaint docket. Sensitive actions such as SIM replacement, ownership change or porting stay with human agents. When the caller is unhappy, the intent is out of scope or speech confidence drops, the call transfers to the right skill queue with the transcript and verified details.

• Speech recognition and replies in Hindi, Hinglish and agreed regional languages, including mid-call switching
• Caller verification by OTP, registered number match or other factors your policy allows
• Live lookups in BSS, CRM, billing and network outage systems through APIs
• Complaint and service request creation, with the docket number read back to the caller
• Transfer to the right ACD skill queue with transcript and verified context
• Barge-in, silence and noisy-line handling, with DTMF fallback where speech fails

1. 01Answer the callThe call reaches the voice agent from the IVR or ACD, and the agent announces that it is an automated assistant.
2. 02Detect language and intentThe caller's language and the reason for the call are identified from their first utterances.
3. 03Verify the callerVerification runs only where the intent needs account access, using the factors your policy allows.
4. 04Resolve through your systemsFor in-scope intents, the agent looks up BSS, CRM or outage data and answers or raises a docket.
5. 05Hand over when neededOut-of-scope intents, low speech confidence or an unhappy caller trigger a transfer with full context.
6. 06Close and logThe disposition, transcript and any docket are written to the CRM for reporting and QA.

1. Telephony
   • SIP trunk or CCaaS bot connector
   • IVR and ACD routing
   • Call recording
2. Speech and language
   • Streaming speech recognition for Hindi, Hinglish and regional languages
   • Language identification
   • Text-to-speech voices per language
3. Dialogue and actions
   • LLM dialogue manager limited to approved intents
   • Caller verification module
   • Tool layer for BSS, CRM and outage APIs
4. Handover and analytics
   • Context transfer to the agent desktop
   • Transcript and disposition store
   • Intent and transfer dashboards

Human agents take every call the voice agent transfers and all sensitive requests such as SIM replacement, ownership transfer and porting. Operations leads review transcripts of transferred and low-rated calls each week to adjust intents and prompts.

• CCaaS or IVR platforms such as Genesys, Avaya, Amazon Connect, Ozonetel or Exotel
• BSS, OSS and billing systems
• CRM such as Salesforce or an in-house CRM
• Ticketing system for complaint dockets
• Network monitoring or outage feed

• Automated-assistant disclosure at the start of every call
• No account information disclosed before verification
• Sensitive actions such as SIM replacement and porting excluded from scope
• Transfer to a human on request at any point
• Tariffs and offers quoted only from the approved knowledge base

• Call recordings and transcripts are personal data under the DPDP Act 2023; retention and access are configured to your policy.
• Complaint dockets are raised through your existing system, so handling continues under the complaint redressal process you run under TRAI regulations.

• Telecom & Contact Centres

  Real-Time Agent Assist

  Live transcription and prompts on the agent's screen: the right knowledge-base answer, the next compliance step and a drafted call summary, so new agents handle complex calls with fewer holds.

• 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.

• 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

  Ticket and Email Triage

  Classify and route incoming emails, web complaints and tickets by issue, account, urgency and regulatory risk, extract what the resolver needs and draft a first reply for approval.