Act 01Coaching institute · Inbound · Hindi
Handles a father's refund demand on day 41 without a single false promise
An angry father wants a full refund for his son's NEET dropper batch and says a counsellor promised it. The AI checks the fee record and the written refund policy, finds no such promise in the notes, raises a supervisor review without calling him a liar, works out a pro-rata refund versus a move to the online batch, refuses to promise selection, and books the centre head and a mentor call.
Demo business, not a client Dhruvtara Classes, Mukherjee Nagar is an invented business. Scripted call, audio not recorded yet. The business is invented, and the AI says it is an AI at the start of the call.
Act 02Transcript, audio coming
Read it line by line
The audio for this call is not recorded yet. Read the full script, with an English translation under every Hindi line, and see what the AI did at each turn.
InboundHindi
Handles a father's refund demand on day 41 without a single false promise
Coaching institute · Dhruvtara Classes, Mukherjee Nagar (invented)
An angry father wants a full refund for his son's NEET dropper batch and says a counsellor promised it. The AI checks the fee record and the written refund policy, finds no such promise in the notes, raises a supervisor review without calling him a liar, works out a pro-rata refund versus a move to the online batch, refuses to promise selection, and books the centre head and a mentor call.
Transcript, audio coming. The voice recording for this call is not made yet. The script below is final, and the audio player replaces this note when it lands.
What it did
- Verified. Fee record: ₹1.2 lakh paid, day 41 of 300
- Written refund policy read out: pro-rata within 10 days
- Claimed promise not in notes or chat. Supervisor review raised
- Consumer court mentioned: centre head callback within 24 h
- Options worked out: ₹1,03,600 refund or online + ₹65,600 back
- No selection or rank promise (CCPA coaching guidelines)
- Transfer request form and revised fee statement on WhatsApp
- Mentor call booked: Saturday 6 pm
Planned voice: Sarvam Bulbul, simran_enhi_customer (caller: shubh_hi_customer). Scripted: not a recording, not a real customer.
- AI employeeनमस्ते, Dhruvtara Classes। मैं institute की AI assistant हूँ, और ये call record हो रही है। बताइए, मैं आपकी क्या मदद कर सकती हूँ?Hello, Dhruvtara Classes. I am the institute's AI assistant, and this call is recorded. How can I help you?
- Callerमैं Jaipur से बोल रहा हूँ। मेरा बेटा आपके NEET dropper batch में है। एक लाख बीस हज़ार भरे हैं मैंने। वो वहाँ खुश नहीं है, मुझे पूरा पैसा वापस चाहिए। आज ही।I am calling from Jaipur. My son is in your NEET dropper batch. I paid ₹1.2 lakh. He is not happy there, I want the full money back. Today.
- AI employeeसमझ सकती हूँ, बच्चा खुश ना हो तो माँ-बाप की चिंता सबसे बड़ी होती है। मैं अभी उसका record खोलती हूँ। Enrolment ID और registered mobile के last चार digit बता दीजिए।I understand; when a child is unhappy, it is a parent's biggest worry. Let me open his record. Please tell me the enrolment ID and the last four digits of the registered mobile.
- CallerDT दो चार पाँच एक सात। Mobile, छह छह शून्य तीन।DT-24517. Mobile, 6603.
- AI employeeधन्यवाद, verify हो गया। Aman, NEET dropper batch, offline। Joining इकतालीस दिन पहले हुई थी। Fee एक लाख बीस हज़ार, दो installments में पूरी paid है।Thank you, verified. Aman, NEET dropper batch, offline. He joined 41 days ago. Fee ₹1.2 lakh, fully paid in two installments.
- Callerहाँ। तो refund कब आएगा?Yes. So when does the refund come?
- AI employeeमैं आपको हमारी written refund policy पढ़कर सुनाती हूँ, जो admission form के साथ दी गई थी। अगर student बीच में course छोड़ता है, तो बचे हुए समय की fee pro-rata वापस होती है, और written request के दस दिन के अंदर। Course तीन सौ दिन का है, इकतालीस दिन हो चुके हैं।Let me read you our written refund policy, given with the admission form. If a student leaves the course midway, the fee for the remaining period is refunded pro-rata, within ten days of the written request. The course is 300 days, and 41 have passed.
- CallerPro-rata क्या? आपके counsellor ने साफ़ बोला था, साठ दिन के अंदर छोड़ो तो पूरा पैसा वापस। मैंने खुद सुना था!What pro-rata? Your counsellor clearly said, leave within 60 days and you get all the money back. I heard it myself!
- AI employeeमैं आपकी बात पूरी गंभीरता से ले रही हूँ। मैंने counselling notes और उस हफ़्ते की WhatsApp chat दोनों देखी हैं, उनमें साठ दिन वाली बात लिखी नहीं मिली। इसका मतलब ये नहीं कि आपने गलत सुना। मैं उस call का supervisor review raise कर रही हूँ, ताकि कोई इंसान पूरी बात सुने।I am taking this very seriously. I have checked the counselling notes and that week's WhatsApp chat, and the 60-day promise is not written in either. That does not mean you heard wrong. I am raising a supervisor review of that call so a person goes through the whole thing.
- CallerReview-शिव्यू से कुछ नहीं होगा। मैं consumer court जाऊँगा, फिर देखना।Reviews and all will do nothing. I will go to consumer court, then you will see.
- AI employeeConsumer forum जाना आपका हक़ है, और मैं आपसे बहस नहीं करूँगी। मैंने ये मामला centre head Mr Bhatia को भेज दिया है, वो चौबीस घंटे के अंदर आपको खुद call करेंगे। तब तक, क्या मैं बता दूँ कि policy के हिसाब से आपके पास कौन से options हैं? ताकि आपके पास पूरी जानकारी रहे।Going to the consumer forum is your right, and I will not argue with you. I have sent this to the centre head, Mr Bhatia, who will call you personally within 24 hours. Meanwhile, may I tell you which options you have under the policy? So you have the full picture.
- Callerबताइए।Tell me.
- AI employeeपहला option, course छोड़ना। बचे हुए दो सौ उनसठ दिनों की fee, यानी एक लाख तीन हज़ार छह सौ रुपये, दस दिन के अंदर वापस। दूसरा option, बेटा पढ़ाई जारी रखे लेकिन online batch में। Online batch की बाकी fee अड़तीस हज़ार है। वो काटकर पैंसठ हज़ार छह सौ रुपये वापस होंगे।Option one, leave the course. The fee for the remaining 259 days, that is ₹1,03,600, back within ten days. Option two, your son continues, but in the online batch. The online batch fee for the rest of the year is ₹38,000. After that, ₹65,600 comes back to you.
- Callerरुकिए, Aman यहीं है, उससे पूछता हूँ... वो कह रहा है online चलेगा। Offline में hostel और crowd से परेशान है, पढ़ाई से नहीं।Wait, Aman is right here, let me ask him... He says online will work. Offline, it is the hostel and the crowd that bother him, not the studies.
- AI employeeये जानकर अच्छा लगा कि पढ़ाई से वो खुश है। Online batch में वही faculty पढ़ाती है, recorded lectures और हर हफ़्ते का test भी मिलता है। Hostel की fee अलग है, उसका refund hostel की अपनी policy से होगा, वो मैं अलग से check करके WhatsApp कर दूँगी।Good to hear he is happy with the studies. The online batch has the same faculty, plus recorded lectures and a weekly test. The hostel fee is separate, and its refund follows the hostel's own policy; I will check that separately and WhatsApp you.
- Callerऔर online में selection पक्का होगा? Offline वाले तो बोलते थे हमारे यहाँ से हर साल इतने बच्चे निकलते हैं।And with online, is selection certain? The offline people kept saying so many kids clear every year from here.
- AI employeeमैं आपसे साफ़ कहूँगी, कोई भी institute selection या rank की guarantee नहीं दे सकता, ना online में, ना offline में। Result बच्चे की मेहनत और बहुत सी चीज़ों पर depend करता है। हम बस पढ़ाई, tests और mentor का support दे सकते हैं।I will be straight with you: no institute can guarantee selection or a rank, online or offline. The result depends on the student's effort and many other things. What we can give is the teaching, tests and mentor support.
- Callerहम्म। कम से कम सच तो बोल रहे हो। ठीक है, online कर दो।Hmm. At least you are telling the truth. Okay, move him to online.
- AI employeeठीक है। मैं revised fee statement बना रही हूँ, जिसमें offline fee, online fee और पैंसठ हज़ार छह सौ रुपये का refund साफ़ लिखा होगा। Transfer और refund के लिए एक written request चाहिए, वो form मैं WhatsApp पर भेज रही हूँ। Sign करके भेजते ही दस दिन का समय शुरू होगा।Okay. I am preparing a revised fee statement showing the offline fee, the online fee and the ₹65,600 refund clearly. The transfer and refund need a written request; I am sending that form on WhatsApp. The ten days start as soon as you sign and send it.
- Callerऔर अगर दस दिन में पैसा नहीं आया?And if the money does not come in ten days?
- AI employeeतो आप इसी number पर call कीजिए, आपका ticket number DT-R नौ एक एक चार है, ये सीधा centre head के पास जाएगा। और Mr Bhatia का call तो कल तक आ ही जाएगा, आप उनसे सब बात कर सकते हैं, साठ दिन वाली बात भी।Then call this number. Your ticket number is DT-R9114, and it goes straight to the centre head. And Mr Bhatia will call you by tomorrow anyway; you can discuss everything with him, including the 60-day promise.
- Callerठीक है।Okay.
- AI employeeएक आखिरी बात। Online में आने से पहले Aman की उसके mentor के साथ एक call रख दूँ? ताकि वो study plan बना लें। शनिवार शाम छह बजे का slot है।One last thing. Before he moves online, shall I set up a call for Aman with his mentor, so they can make a study plan? There is a slot on Saturday at 6 pm.
- Callerहाँ, रख दीजिए। वो खुश हो जाएगा।Yes, set it up. He will be happy.
- AI employeeहो गया। Recap: online batch में transfer, पैंसठ हज़ार छह सौ रुपये का refund written request के दस दिन के अंदर, hostel refund की जानकारी अलग से। Mr Bhatia का call चौबीस घंटे में। Mentor call शनिवार शाम छह बजे। सब कुछ WhatsApp पर भेज रही हूँ। धन्यवाद।Done. Recap: transfer to the online batch, ₹65,600 refund within ten days of the written request, hostel refund details separately. Mr Bhatia calls within 24 hours. Mentor call on Saturday at 6 pm. I am sending everything on WhatsApp. Thank you.
Act 03The rules on this call
Honest from the first line
- It says it is an AI assistant in its first line, and that the call is recorded.
- It uses only the facts the business gave it. Anything else goes to a person, with a time.
- No guarantees, no invented offers, no pressure. Prices only from the business’s own list.
- The business is invented and both voices are AI. No real customer is on the call.
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