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Act 01Online sellers · Inbound · Tamil

A Tamil customer wants to return a saree after the 7-day window because the colour is wrong

A customer calls on day nine: the saree is much lighter than the photo. The AI finds that the 7-day window is for change of mind, while a not-as-shown claim has 30 days, so the return is still open. It asks for photos, leaves the refund decision to quality, explains the reject and appeal path, refund to the original UPI, and passes the photo mismatch to the listing team.

Demo business, not a client Kanchi Silks Online, Kanchipuram 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.

InboundTamil

A Tamil customer wants to return a saree after the 7-day window because the colour is wrong

Online sellers · Kanchi Silks Online, Kanchipuram (invented)

A customer calls on day nine: the saree is much lighter than the photo. The AI finds that the 7-day window is for change of mind, while a not-as-shown claim has 30 days, so the return is still open. It asks for photos, leaves the refund decision to quality, explains the reject and appeal path, refund to the original UPI, and passes the photo mismatch to the listing team.

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

  • Found the right policy: 30-day not-as-shown claim, not the 7-day window
  • Refund left to the quality team; photos asked
  • Reject and appeal path; refund to the original UPI
  • Timelines stated; photo mismatch sent to the listing team
  • Recap; claim number on WhatsApp

Planned voice: Sarvam Bulbul, female Tamil voice (caller: male Tamil voice). Scripted: not a recording, not a real customer.

Transcript
  1. AI employeeவணக்கம், Kanchi Silks Online. நான் customer support-ஓட AI assistant. இந்த call record ஆகுது. Order number சொல்றீங்களா?Hello, Kanchi Silks Online. I am the customer support AI assistant. This call is being recorded. Could you tell me your order number?
  2. CallerOrder number KS நாலு எட்டு ரெண்டு ஒண்ணு. Website photo-ல saree அடர் பச்சை. வந்தது ரொம்ப light green. எனக்கு return பண்ணணும்.The order number is KS4821. In the website photo the saree is dark green. What came is very light green. I want to return it.
  3. AI employeeOrder பாத்தேன், ஒன்பது நாள் முன்னாடி deliver ஆச்சு. மனசு மாறி return பண்ண ஏழு நாள் தான் window. ஆனா photo-ல இருந்த மாதிரி இல்லன்னா அது வேற case, அதுக்கு முப்பது நாள் வரைக்கும் claim போடலாம். அதனால உங்க return இன்னும் possible தான்.I checked the order; it was delivered nine days ago. The change-of-mind return window is only seven days. But if it is not as shown in the photo, that is a different case, and a claim can be raised for up to thirty days. So your return is still possible.
  4. Callerஅப்போ இப்பவே refund போடுங்க.Then put the refund through right now.
  5. AI employeeRefund-அ நான் நேரடியா approve பண்ண முடியாது, quality team photo பாத்து முடிவு பண்ணுவாங்க. Daylight-ல saree-ஓட ரெண்டு photo, tag-ஓட ஒரு photo WhatsApp-ல அனுப்புங்க. Tag இன்னும் இருக்கா?I cannot approve the refund directly; the quality team decides after seeing photos. Please WhatsApp two photos of the saree in daylight and one of the tag. Is the tag still on?
  6. CallerTag இருக்கு, ஒரு தடவ கூட கட்டல. ஆனா நீங்க reject பண்ணிட்டா?The tag is on; I have not worn it even once. But what if you reject it?
  7. AI employeeReject பண்ணா, காரணத்த எழுத்துல அனுப்புவாங்க, நீங்க senior-கிட்ட appeal பண்ணலாம். Approve ஆனா, courier pickup free, refund நீங்க pay பண்ண அதே UPI-க்கு போகும். Exchange வேணும்னாலும் சொல்லலாம்.If it is rejected, they send the reason in writing, and you can appeal to a senior. If it is approved, the courier pickup is free and the refund goes to the same UPI you paid from. You can also ask for an exchange.
  8. Callerஇப்போதைக்கு refund தான். எத்தனை நாள் ஆகும்?For now, just the refund. How many days will it take?
  9. AI employeeQuality team ரெண்டு working days-ல பதில் சொல்லுவாங்க. Approve ஆனா, pickup அடுத்த நாள், saree எங்ககிட்ட வந்ததும் அஞ்சு working days-ல refund. Photo-வும் color-உம் பொருந்தலன்னு நீங்க சொன்னத listing team-க்கும் அனுப்பறேன், அடுத்த customer-க்கு இப்படி ஆகக்கூடாது.The quality team replies within two working days. If approved, pickup is the next day, and the refund comes within five working days of the saree reaching us. I am also sending your point about the photo and colour not matching to the listing team, so the next customer does not face this.
  10. Callerசரி, photo அனுப்பறேன்.Okay, I will send the photos.
  11. AI employeeநன்றி. Recap: color mismatch claim, ஏழு நாள் window தாண்டினாலும் முப்பது நாள் claim-ல வருது. மூணு photo WhatsApp-ல. ரெண்டு working days-ல quality team பதில். Approve ஆனா free pickup, அதே UPI-க்கு refund. Claim number WhatsApp-ல வரும்.Thank you. Recap: a colour mismatch claim; even past the seven-day window, it falls under the thirty-day claim. Three photos on WhatsApp. The quality team replies in two working days. If approved, free pickup and a refund to the same UPI. The claim number will come on WhatsApp.

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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