AI feedback calls in Hindi after a delivery or service visit

Why ask for feedback on a call?

Feedback forms by email or WhatsApp mostly reach the people who like filling in forms. A short call in the customer’s language reaches a wider group, and it gets you the part that’s hard to collect any other way: why they gave the score, said in their own words. “Technician दो घंटे late आया” is something an operations manager can act on, and a 3 out of 5 on its own isn’t.

A survey call also turns up problems that are still open. The customer who rates you 3 because the AC still isn’t cooling has a service issue waiting on you, and the call just found it. The agent flags that case separately so it reaches a person, while the score goes into the report with the others.

Surveys are the call where an agent’s consistency matters most. Every customer hears the same question in the same order with no leading follow-up, which keeps the scores comparable across cities, technicians and months.

How do you set it up?

1. Write a short prompt: the AI disclosure, permission for two questions, the score question, one “why” follow-up, and a thank-you. Tell the agent never to argue with a score or explain the customer’s experience away.
2. Turn on analysis with csat_score as an integer with a minimum and maximum, reason_verbatim, complaint_raised and complaint_topic. In the success criteria, say a call succeeds when a score was given.
3. Add a post-call HTTP tool with a condition on analysis.data.complaint_raised that opens a ticket in your helpdesk with the job id and the summary. The tool runs only when the condition holds.
4. Test in the browser as a happy customer, an angry one and someone who only wants to complain about the price.
5. Upload yesterday’s completed jobs or deliveries as a campaign, with the job id and city as extra info. A sample is enough; you don’t need to call everyone.
6. Read the campaign’s Insights tab as results come in. Download CSV gives one row per contact with the score, the summary and the transcript, which goes straight into a spreadsheet for a weekly review.

What should a person still handle?

Every complaint the agent flagged should get a human callback, and soon, because the customer was just told someone would get in touch. So should any 1 or 2 rating, even without a complaint. The agent can’t transfer a call to support, which is why the flag and the post-call ticket matter: they turn “मैं team तक पहुँचा रही हूँ” into something that happens.

What should you check before you call?

A feedback call about a service the customer received sits close to the service-call description in TRAI’s Third Amendment to the TCCCPR, notified on 18 September 2026. That text covers information about a product or service the customer bought and says such calls aren’t promotional and don’t need explicit consent. Whether a survey counts as a service call in your case is worth confirming with your telecom provider, and a survey that ends with an offer is promotional either way. The same amendment asks senders to declare software-placed and artificial-voice calls to their originating provider in advance, with the numbers they’ll use.

If you record, say so in the opening line. Check TRAI’s current rules and your consent records before you set calling hours, and put anyone who asks not to be surveyed again on your do-not-call list.

What does a survey call cost?

On T1 a connected minute costs ₹1 with a ₹1,00,000 monthly commitment, plus ₹0.30 for Mirai phone calling and ₹0.20 for call insights if you switch them on. On T5 it’s ₹5 a minute, pay as you go, with both included. Prices exclude GST. Connected time is billed and unanswered calls are free. The cost block assumes about two minutes connected, an estimate for two questions and a short reason; a customer with a complaint talks longer, which is usually the call you most wanted. Size the sample to the decisions you’ll make from it. Pricing has the plans, and the cost calculator takes your sample size.