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Act 01Real estate · Inbound · Hinglish

Calms a buyer over a ₹3.4 lakh demand, then books his next visit

An existing flat buyer calls furious about PLC and club charges on his final demand. The AI verifies him, checks the allotment letter line by line, finds the club waiver was never applied, raises a revised demand, answers the possession question from RERA, and ends with a site visit for a second, investment flat.

Demo business, not a client Neelgiri Vistas, Gurugram 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.

InboundHinglish

Calms a buyer over a ₹3.4 lakh demand, then books his next visit

Real estate · Neelgiri Vistas, Gurugram (invented)

An existing flat buyer calls furious about PLC and club charges on his final demand. The AI verifies him, checks the allotment letter line by line, finds the club waiver was never applied, raises a revised demand, answers the possession question from RERA, and ends with a site visit for a second, investment flat.

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

  • Caller verified: unit B-1204, registered mobile
  • Demand letter checked against the allotment letter, line by line
  • Found: club waiver never applied (₹1.5 lakh)
  • Revised demand ticket RD-58213 raised
  • Due date moved to the revised letter, in writing
  • Possession date read from RERA, not from memory
  • RM callback booked today 4 to 5 pm
  • Discount question passed to the sales head
  • Phase 2 site visit booked: Sunday 11 am. Cost sheet on WhatsApp

Planned voice: Sarvam Bulbul, simran_enhi_customer (caller: shubh_hi_customer). Scripted: not a recording, not a real customer.

Transcript
  1. AI employeeनमस्ते, Neelgiri Vistas customer care में आपका स्वागत है। मैं यहाँ की AI assistant हूँ, और ये call record हो रही है। बताइए, मैं आपकी क्या मदद कर सकती हूँ?Hello, welcome to Neelgiri Vistas customer care. I am the AI assistant here, and this call is recorded. How can I help you?
  2. CallerAI ही सही। देखिए, कल मुझे final demand letter आया है, उसमें तीन लाख चालीस हज़ार extra जोड़ दिए हैं। PLC और club के नाम पर। ये कभी discuss ही नहीं हुआ था! दो साल से installment भर रहा हूँ और अब ये?AI is fine. Look, I got a final demand letter yesterday with ₹3.4 lakh extra added, for PLC and club. This was never discussed! I have paid installments for two years and now this?
  3. AI employeeसमझ सकती हूँ, अचानक इतनी बड़ी amount देखकर गुस्सा आना जायज़ है। मैं अभी आपकी file खोलकर हर line check करती हूँ। पहले verification के लिए अपना unit number और registered mobile के last चार digit बता दीजिए।I understand. Seeing such a big amount suddenly, the anger is fair. I will open your file now and check every line. First, for verification, please tell me your unit number and the last four digits of your registered mobile.
  4. CallerTower B, बारह सौ चार। Mobile के last four, चार चार सात एक।Tower B, 1204. Last four of the mobile, 4471.
  5. AI employeeधन्यवाद Mr Sethi, verification हो गया। आपकी booking मार्च 2024 की है, Tower B, 3 BHK। मैं allotment letter का charge schedule और demand letter साथ में खोल रही हूँ, बस दस second।Thank you Mr Sethi, you are verified. Your booking is from March 2024, Tower B, 3 BHK. I am opening the allotment letter's charge schedule next to the demand letter, just ten seconds.
  6. Callerजल्दी कीजिए, मैं office से बात कर रहा हूँ।Please hurry, I am talking from the office.
  7. AI employeeजी। Demand में दो charges हैं। पहला PLC, यानी preferential location charge, एक लाख नब्बे हज़ार। ये आपके allotment letter के page चार पर park-facing unit के लिए लिखा है। दूसरा club membership, एक लाख पचास हज़ार।Sure. There are two charges in the demand. First, PLC, the preferential location charge, ₹1.9 lakh. It is written on page four of your allotment letter for a park-facing unit. Second, club membership, ₹1.5 lakh.
  8. CallerPLC के बारे में किसी ने नहीं बताया था। Sales वाले ने बोला था सब inclusive है।Nobody told me about PLC. The sales guy said everything was inclusive.
  9. AI employeeमैं आपकी बात सुन रही हूँ। Booking के time sales team ने क्या कहा, वो मेरे record में नहीं है, तो उस पर मैं कुछ नहीं कह सकती। Record ये कहता है कि PLC आपके signed agreement में है। वो page मैं अभी WhatsApp पर भेज रही हूँ, आप खुद देख लीजिए।I hear you. What the sales team said at booking is not in my records, so I cannot comment on it. The record says PLC is in your signed agreement. I am sending that page on WhatsApp now so you can see it yourself.
  10. Callerऔर club? वो भी agreement में है क्या?And the club? Is that in the agreement too?
  11. AI employeeClub charge agreement में है, लेकिन आपकी booking पर एक promo लगा था जिसमें club membership waive होनी थी। Demand letter बनाते समय वो apply नहीं हुआ। ये हमारी गलती है, इसके लिए माफ़ी चाहती हूँ।The club charge is in the agreement, but your booking had a promo that waived club membership. It was not applied when the demand letter was made. That is our mistake, and I apologise.
  12. Callerवाह! मतलब अगर मैं call ना करता तो डेढ़ लाख ऐसे ही भर देता?Wow! So if I had not called, I would have just paid ₹1.5 lakh?
  13. AI employeeआपने check किया, बहुत अच्छा किया। मैंने revised demand का ticket raise कर दिया है, number है RD पाँच आठ दो एक तीन। Revised letter में club charge हट जाएगा, यानी total एक लाख पचास हज़ार कम। Accounts team इसे तीन working days में भेजेगी।You were right to check. I have raised a revised demand ticket, number RD-58213. The revised letter will drop the club charge, so the total comes down by ₹1.5 lakh. Accounts will send it within three working days.
  14. Callerतीन दिन? Due date तो अगले हफ़्ते है। Late payment का interest कौन भरेगा, आप?Three days? The due date is next week. Who pays the late-payment interest, you?
  15. AI employeeसही सवाल है। मैंने ticket में लिख दिया है कि due date revised letter की date से गिनी जाए, ताकि आप पर कोई interest ना लगे। ये बात आपको email पर लिखित में भी आएगी।Fair question. I have written in the ticket that the due date counts from the revised letter's date, so no interest applies to you. You will also get this in writing by email.
  16. Callerठीक है। और possession? पिछले साल बोला था दिसंबर 2026। अब क्या चल रहा है?Okay. And possession? Last year they said December 2026. What is happening now?
  17. AI employeeRERA पर Tower B की registered completion date जून 2027 है। Latest construction update के हिसाब से structure पूरा हो चुका है और finishing चल रही है। दिसंबर 2026 वाली date मुझे किसी official document में नहीं मिल रही।On RERA, Tower B's registered completion date is June 2027. Per the latest construction update, the structure is complete and finishing is under way. I cannot find the December 2026 date in any official document.
  18. Callerदेखिए, अगर delay हुआ तो मैं सीधा RERA में complaint करूँगा। मेरे पास सारे papers हैं।Look, if there is a delay I will file a complaint with RERA directly. I have all the papers.
  19. AI employeeRERA में जाना आपका पूरा अधिकार है, और मैं आपको रोकूँगी नहीं। Registered date के बाद delay हो तो RERA rules में delay interest का प्रावधान है। उससे पहले, आपकी relationship manager Ms Kavita आज ही call करके पूरा timeline समझा सकती हैं। Callback fix कर दूँ?Going to RERA is fully your right, and I will not stop you. If there is a delay after the registered date, RERA rules provide for delay interest. Before that, your relationship manager Ms Kavita can call you today and walk you through the timeline. Shall I fix a callback?
  20. Callerहाँ, कर दीजिए। लेकिन चार बजे के बाद।Yes, do it. But after four.
  21. AI employeeआज चार से पाँच के बीच Ms Kavita का callback book हो गया है।Ms Kavita's callback is booked for today between four and five.
  22. Callerअच्छा, एक और बात। मैं investment के लिए एक 2 BHK भी देख रहा था। आपके नए phase में कुछ है?Okay, one more thing. I was also looking at a 2 BHK as an investment. Is there anything in your new phase?
  23. AI employeeज़रूर देखती हूँ। आपका budget कितना है, और आप rent पर देने के लिए ले रहे हैं या बाद में बेचने के लिए?Of course. What is your budget, and is it to rent out or to sell later?
  24. Callerएक करोड़ के आस-पास। Rent के लिए। Loan नहीं लूँगा। Existing customer हूँ, कुछ discount मिलेगा?Around ₹1 crore. To rent out. No loan. I am an existing customer, will I get some discount?
  25. AI employeePhase 2 में आपके budget में दो 2 BHK units अभी available हैं, Tower E में आठवीं और ग्यारहवीं floor पर। Base price पचानवे लाख से शुरू है, GST और parking अलग। Existing customer offer है या नहीं, ये मैं तय नहीं कर सकती, ये sales head बताएँगे।In Phase 2, two 2 BHK units in your budget are available now, on the 8th and 11th floors of Tower E. Base price starts at ₹95 lakh, GST and parking extra. Whether there is an existing-customer offer is not mine to decide; the sales head will tell you.
  26. Callerहम्म। दोबारा वैसा surprise तो नहीं होगा ना, PLC वाला?Hmm. There will not be another surprise like the PLC, right?
  27. AI employeeइसीलिए मैं आपको पूरी cost sheet भेज रही हूँ। PLC, parking, club, GST, हर charge अलग line में। जो cost sheet में नहीं है, वो demand में नहीं आना चाहिए। Site visit के लिए रविवार सुबह ग्यारह बजे या शाम चार बजे, कौन सा ठीक रहेगा?That is why I am sending you the full cost sheet. PLC, parking, club, GST, each charge on its own line. What is not on the cost sheet should not appear in a demand. For a site visit, Sunday 11 am or 4 pm, which suits you?
  28. Callerरविवार ग्यारह बजे।Sunday at 11.
  29. AI employeeDone. Recap कर देती हूँ। Revised demand ticket RD पाँच आठ दो एक तीन, club charge हटेगा, due date revised letter से गिनी जाएगी। Ms Kavita का callback आज चार से पाँच बजे। रविवार सुबह ग्यारह बजे Phase 2 का visit, और cost sheet अभी WhatsApp पर। कुछ और?Done. Let me recap. Revised demand ticket RD-58213, the club charge goes, the due date counts from the revised letter. Ms Kavita calls today between four and five. Phase 2 visit on Sunday at 11 am, and the cost sheet is on WhatsApp now. Anything else?
  30. Callerनहीं, बस। ये सब पहले ही सही होता तो अच्छा था।No, that is all. It would have been better if this was right in the first place.
  31. AI employeeआप सही कह रहे हैं। आज की पूरी बात मैंने आपकी file में लिख दी है, ताकि अगली बार किसी को दोबारा समझाना ना पड़े। धन्यवाद Mr Sethi, आपका दिन अच्छा हो।You are right. I have written today's conversation into your file so nobody has to explain it again next time. Thank you Mr Sethi, have a good day.

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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