Act 01NBFC / loans · Inbound · Hindi
Handles a borrower's fee anger and a wrong recovery call, service only
An existing borrower calls angry that a ₹1,999 login fee was kept on a rejected top-up, and that someone called his brother about a due he never missed. The service AI reads the rejection reason and the fee terms, sends the fee review to the branch manager, checks the ledger and raises the third-party call with the grievance officer, reads foreclosure terms from his Key Fact Statement, and books a loan officer callback for a fresh application instead of judging eligibility itself.
Demo business, not a client Sahyog Finlease, Karol Bagh 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
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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 borrower's fee anger and a wrong recovery call, service only
NBFC / loans · Sahyog Finlease, Karol Bagh (invented)
An existing borrower calls angry that a ₹1,999 login fee was kept on a rejected top-up, and that someone called his brother about a due he never missed. The service AI reads the rejection reason and the fee terms, sends the fee review to the branch manager, checks the ledger and raises the third-party call with the grievance officer, reads foreclosure terms from his Key Fact Statement, and books a loan officer callback for a fresh application instead of judging eligibility itself.
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. 14 EMIs on time. Rejection reason read
- Fee terms read. Review request to branch manager
- Ledger checked: no dues. Third-party call against policy
- Grievance GR-6619, officer calls within 48 h
- Foreclosure terms read from the Key Fact Statement
- Foreclosure statement requested, 2 working days
- No eligibility guess. Loan officer callback on request
Planned voice: Sarvam Bulbul, simran_enhi_customer (caller: shubh_hi_customer). Scripted: not a recording, not a real customer.
- AI employeeनमस्ते, Sahyog Finlease customer service। मैं यहाँ की AI assistant हूँ, और ये call record हो रही है। बताइए, मैं आपकी क्या सहायता कर सकती हूँ?Hello, Sahyog Finlease customer service. I am the AI assistant here, and this call is recorded. How may I help you?
- Callerदेखिए, दो महीने पहले मैंने top-up loan के लिए apply किया था। आप लोगों ने reject कर दिया, ठीक है। लेकिन मेरे उन्नीस सौ निन्यानवे रुपये login fee के नाम पर काट लिए! Loan दिया नहीं, पैसे खा गए?Look, two months ago I applied for a top-up loan. You rejected it, fine. But you kept my ₹1,999 as a login fee! You gave no loan and ate my money?
- AI employeeआपकी नाराज़गी समझ सकती हूँ, बिना loan के fee कटना बुरा लगता है। मैं आपकी file देखकर बताती हूँ। Loan account number या registered mobile बता दीजिए।I understand your anger; a fee cut with no loan feels bad. Let me check your file. Please give your loan account number or registered mobile.
- CallerAccount नंबर SF बी एल चार चार सात दो। Kapoor Garments, Karol Bagh।Account number SF-BL-4472. Kapoor Garments, Karol Bagh.
- AI employeeधन्यवाद Mr Kapoor, verify हो गया। आपका existing business loan चल रहा है, चौदह EMI भरी जा चुकी हैं, सब समय पर। Top-up application बीस अगस्त की है, और rejection का reason लिखा है: पिछले छह महीने का banking turnover policy की limit से कम।Thank you Mr Kapoor, verified. Your existing business loan is running; 14 EMIs paid, all on time. The top-up application is dated 20 August, and the rejection reason says: banking turnover for the last six months was below the policy limit.
- Callerवो तो सीज़न नहीं था तब। और fee?That was off-season then. And the fee?
- AI employeeApplication form पर आपके sign हैं, और उसके clause छह में लिखा है कि login fee non-refundable है। तो policy के हिसाब से ये fee सही कटी है। लेकिन मैं आपकी बात सुन रही हूँ, और आपका record अच्छा है। मैं fee review की request branch manager Ms Arora को भेज रही हूँ। वापस होगी या नहीं, ये वो तय करेंगी, मैं वादा नहीं कर सकती।The application form carries your signature, and clause six says the login fee is non-refundable. So under the policy the fee was charged correctly. But I hear you, and your record is good. I am sending a fee review request to the branch manager, Ms Arora. Whether it is refunded is her decision; I cannot promise.
- Callerठीक है। और दूसरी बात, जो इससे भी बुरी है। परसों आपकी company से किसी ने मेरे भाई को call किया, बोला कि मेरा due है! मेरी इज़्ज़त का क्या?Okay. And the second thing, which is even worse. The day before yesterday someone from your company called my brother and said I have a due! What about my reputation?
- AI employeeये बहुत गंभीर बात है, और इसके लिए मैं माफ़ी चाहती हूँ। मैंने आपका ledger देखा है, आपकी कोई भी EMI due या overdue नहीं है। किसी तीसरे व्यक्ति को ऐसे call करना हमारी policy के बिलकुल ख़िलाफ़ है।This is very serious, and I apologise. I have checked your ledger; none of your EMIs is due or overdue. Calling a third person like this is completely against our policy.
- Callerतो फिर किसने किया? मैं police में complaint करूँगा।Then who did it? I will file a police complaint.
- AI employeeये आपका हक़ है। हमारी तरफ़ से, मैंने अभी ये मामला हमारे grievance officer को भेज दिया है, ticket number है GR-छह छह एक नौ। वो उस call का पूरा record निकालेंगे और अड़तालीस घंटे के अंदर आपको खुद call करेंगे। अगर भाई के phone में उस call का number या time हो, तो WhatsApp कर दीजिए, जाँच में मदद मिलेगी।That is your right. On our side, I have just sent this to our grievance officer, ticket GR-6619. They will pull the full record of that call and call you personally within 48 hours. If your brother's phone shows that call's number or time, please WhatsApp it; it will help the investigation.
- Callerहाँ, भेज दूँगा। सच कहूँ तो अब मन कर रहा है ये पूरा loan ही बंद कर दूँ। Foreclosure का कितना लगेगा?Yes, I will send it. Honestly, now I feel like closing this whole loan. How much will foreclosure cost?
- AI employeeआपके Key Fact Statement में लिखा है, बारह EMI के बाद foreclosure पर बाकी principal का चार percent charge, plus GST। आपकी चौदह EMI हो चुकी हैं, तो ये लागू होगा। आज की date पर बाकी principal लगभग छह लाख बीस हज़ार है।Your Key Fact Statement says: after 12 EMIs, foreclosure carries a charge of 4 percent of the outstanding principal, plus GST. You have paid 14 EMIs, so this applies. As of today, the outstanding principal is about ₹6.2 lakh.
- Callerमतलब पच्चीस हज़ार के आस-पास charge? उफ़।So a charge of around ₹25,000? Ugh.
- AI employeeजी, चार percent के हिसाब से लगभग चौबीस हज़ार आठ सौ, उसके ऊपर GST। Exact amount, interest के साथ, foreclosure statement में आता है। मैंने उसकी request डाल दी है, statement दो working days में आपके email पर आ जाएगा। उसके बाद आप आराम से तय कीजिए।Yes, at 4 percent about ₹24,800, plus GST on top. The exact amount, with interest, comes in the foreclosure statement. I have requested it, and it will reach your email within two working days. Decide calmly after that.
- Callerठीक है। वैसे, अब सीज़न आ गया है, मेरे पिछले तीन महीने का turnover डबल है। Top-up अब मिलेगा?Okay. By the way, the season has come now; my last three months' turnover has doubled. Will I get the top-up now?
- AI employeeEligibility मैं खुद check नहीं करती, और कोई अंदाज़ा भी नहीं दूँगी, ताकि आपको गलत उम्मीद ना बँधे। अगर आप चाहें, तो एक loan officer आपको call करके बताएँगे कि नए statements के साथ application कैसे होगी। क्या आप चाहते हैं कि वो call करें?I do not check eligibility myself, and I will not guess either, so you do not get false hopes. If you want, a loan officer can call and explain how an application with the new statements would work. Would you like them to call?
- Callerहाँ, करवा दीजिए। लेकिन फिर से login fee तो नहीं कटेगी ना?Yes, arrange it. But the login fee will not be cut again, right?
- AI employeeबहुत सही सवाल। ये सवाल मैं loan officer के note में सबसे ऊपर लिख रही हूँ, ताकि apply करने से पहले ही वो आपको fee के बारे में साफ़ बता दें। जब तक आप हाँ ना कहें, कोई application नहीं बनेगी।Very fair question. I am writing it at the top of the loan officer's note, so they tell you clearly about the fee before you apply. No application will be made until you say yes.
- Callerऔर बार-बार apply करने से CIBIL खराब होता है क्या?And does applying again and again spoil CIBIL?
- AI employeeहर नई loan application आपकी credit report में एक enquiry के रूप में दिखती है। आपके case में इसका कितना असर होगा, ये loan officer बेहतर समझा पाएँगे। ये सवाल भी मैंने उनके लिए note कर दिया है।Every new loan application shows up in your credit report as an enquiry. How much it affects your case, the loan officer can explain better. I have noted that question for them too.
- Callerठीक है, ठीक है।Okay, okay.
- AI employeeRecap: login fee की review request Ms Arora के पास। भाई को आई call पर grievance ticket GR-छह छह एक नौ, जवाब अड़तालीस घंटे में, call का detail WhatsApp कर दीजिए। Foreclosure statement दो working days में email पर। और loan officer का call कल, fee और CIBIL के सवालों के साथ। सब WhatsApp पर भेज रही हूँ।Recap: the login fee review request is with Ms Arora. Grievance ticket GR-6619 for the call to your brother, reply within 48 hours; please WhatsApp the call details. Foreclosure statement by email within two working days. And a loan officer call tomorrow, with your fee and CIBIL questions. I am sending all of it on WhatsApp.
- Callerठीक है। भाई वाली बात पर सख़्त action चाहिए, बस।Okay. I just want strict action on the brother matter.
- AI employeeआपकी ये बात मैंने grievance ticket में आपके ही शब्दों में लिखी है। धन्यवाद Mr Kapoor।I have written that into the grievance ticket in your own words. Thank you, Mr Kapoor.
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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