E-commerce
Agent
नमस्ते, मैं Acme Store की AI assistant Neha बोल रही हूँ। क्या मेरी बात Rahul जी से हो रही है?
Confirm every COD order before it ships
Address corrected , ₹1.34 a call
Use case · Logistics
Save failed deliveries before they become returns.
The courier says nobody was home. The customer says nobody came. The agent calls the same day, hears what happened, and settles it: a new day for the next attempt, a landmark the rider can find, or a cancellation so the parcel comes back.
AI agents from ₹1 a minute.¹
Sample call · neha 0:36
Voice neha, rendered 16 October 2026. Caller lines are typed.
How it works
One row for every person you call.
Upload a spreadsheet, or send each customer from your own system. Phone number first. The rest is what the agent needs to know.
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Your list
The spreadsheet: phone, customer_name, ndr_reason, attempt_date, reattempt_options, delivery_address, awb_number phone customer_name ndr_reason and 4 more columns +91 98XXX XXXXX Sanjay customer not available 7 columns · one row per customer
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The call
100 s a typical call
Hindi · English · Hinglish · Gujarati · Tamil · Telugu
Outbound calls
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Your system
- ndr_action
- reattempt
- reattempt_day
- tomorrow
+5 more fields
Every column, and what goes in it
| Column | Needed | What goes in it |
|---|---|---|
phone | Required | The number to call, with the country code (+91…). A ten-digit Indian mobile gets +91 added. In Excel, format this column as Text first so the number is not changed. |
customer_name | Optional | e.g. Sanjay |
ndr_reason | Optional | e.g. customer not available · The courier's reason, in plain words. The agent reads it out without taking sides. |
attempt_date | Optional | e.g. yesterday |
reattempt_options | Optional | e.g. tomorrow or the day after · Only days your courier can actually do. The agent offers nothing else. |
delivery_address | Optional | e.g. House 14, Shivaji Nagar, Nagpur |
awb_number | Optional | e.g. AWB7781200453 · Never read out. It comes back with the result, so you update the right shipment. |
What comes back
What you get after every call.
When the call ends, your system gets the transcript and the answer. Your campaign report gets a row for every customer.
{
"flow": {
"variables": {
"ndr_action": "reattempt",
"reattempt_day": "tomorrow",
"time_preference": "after 6 pm",
"landmark": "Hanuman mandir के पीछे वाली गली, नीला gate",
"courier_reason_disputed": true
},
"nodes_visited": [
"Confirm the customer",
"Hear what happened",
"Pick a day",
"Landmark",
"Close"
]
},
"metadata": {
"awb_number": "AWB7781200453"
}
}- flow.variables.ndr_action
- What happens next: reattempt, address_fix or return_to_origin. Each step of the call saves its own answers, and you name them.
- flow.variables.reattempt_day
- The day they picked, from the options you sent.
- flow.variables.time_preference
- A note for the rider.
- flow.variables.landmark
- As the customer said it, after the agent read it back.
- flow.variables.courier_reason_disputed
- True when the customer says the attempt didn't happen the way the courier reported. Worth its own weekly report.
- flow.nodes_visited
- The steps the call went through. It shows you where calls stall.
- metadata.awb_number
- Your AWB, unchanged.
Setup
Calling the first NDRs.
- Draft the flow in the sandbox and check each step. The day step offers only the days your courier can do. The close step repeats the decision back.
- Let the agent check tracking before it dials, so delivered parcels are skipped.
- Test it as three customers: one who was out, one who disputes the attempt, one who wants to cancel.
- Send each NDR from your system as it arrives, with two or three retries a short gap apart.
- When a call ends, your system gets the decision and passes it on to the courier.
Cost
What one call costs.
One connected call, on the plan you choose. T1 is chosen; T3 and T5 are one press away.
On T1, one connected call
₹1.67
A 100-second call at ₹1 a minute.
On T3, one connected call
₹5
A 100-second call at ₹3 a minute.
On T5, one connected call
₹8.34
A 100-second call at ₹5 a minute.
At ₹1 a minute on our volume plan, a call with a new day and a landmark comes to about ₹1.67. A quick “कल भेज दो” is shorter. Set that against shipping one parcel both ways.
The working
- 100 s → 10 blocks of 10 s = 100 s billed
- T1: 100 s × ₹1 ÷ 60 = 1.667, rounded up to ₹1.67
- T3: 100 s × ₹3 ÷ 60 = ₹5
- T5: 100 s × ₹5 ÷ 60 = 8.333, rounded up to ₹8.34
T5 and T3 include our phone line and call insights. On T1 you add them if you want them, and this call then comes to about ₹2.50.
T1's ₹1,00,000 a month covers about 59,880 of these calls. T3's ₹50,000 a month covers about 10,000 of these calls. The minimum goes into your wallet as credit.
You pay when someone picks up. Missed, busy and failed calls are free. A voicemail counts as a call.
In detail
What to know before you start.
The parcel is waiting at the hub
A failed delivery gives you a short window. The parcel sits at the hub, the courier allows only so many attempts, and each day without an answer moves it closer to coming back to you. The call that saves it is simple. What really happened? When will you be in? How does the rider find the house?
NDRs also arrive in heaps. One rainy day or a festival can turn ten into three hundred, and they all need calling that day. The agent works through the pile as fast as your lines allow, and nobody gets pulled off support to do it.
This call has more turns than most
The customer may have been out. They may have refused the parcel, or want to cancel. Or they may say the courier never came, like Sanjay above. One long prompt handles all that badly.
So build it in steps: confirm the customer, hear what happened, pick a day, take a landmark, close. Each step has its own instructions, and the agent moves on when the answer fits. Describe how your team handles NDRs, or paste in a few good calls, and you get a draft flow to edit. The prompt or node guide explains when steps are worth it.
Once a few hundred calls are in, look at where they end. If many stop at “hear what happened”, the transcripts will usually show you why.
What stays with your team
Disputes with the courier are yours to raise, and the disputed flag gives you the list, with transcripts to back it up. High-value parcels, a second NDR on the same order and refund requests go to support. The agent can’t transfer calls, so it notes the request and tells the customer someone will call.
Keep it about the delivery
TRAI’s latest rules count delivery information as a service call, so you don’t need explicit consent while the call sticks to the parcel. They also ask you to tell your telecom provider about automated calls, and the numbers they’ll come from, before you start.
Sources
- Node-based agents: steps, extraction and drafting a flow
- Calls: flow outcome, statuses and ended reasons
- Webhooks: call.processed with data.call.flow
- Campaigns API: always-on campaigns and retries
- Tools: pre-call lookups, skip_call and post-call HTTP requests
- TRAI, TCCCPR (Third Amendment) Regulations, 18 September 2026
Questions
Questions people ask before they start.
Can the agent tell the courier directly?
Not by itself. There's no built-in courier connector. When the call ends, the decision goes to your system, and your system passes it to the courier.
What if the parcel got delivered after the NDR came in?
The agent checks the latest tracking just before it dials. If it says delivered, the call never happens and you pay nothing.
Will it get landmarks right in Hindi?
It's tuned for Hindi, Indian English and the mix most people speak, and it keeps the words as they were said. It also reads every landmark back and waits for a yes, because one misheard house number means another failed attempt.
What if the customer doesn't pick up?
That call is free, and the campaign tries again after the gap you set. Keep the gap short for NDRs. Anyone still unreached after every try shows up in the report, ready for an SMS or a call from your team.
NDRs spike when it rains. Does ₹1 a minute still hold?
Yes. The rate is per connected minute, however many calls you make that day. The volume plan asks for ₹1,00,000 a month, credited to your wallet, so a heavy week just draws more of it. A brand with only a few NDRs a day can start at ₹5 a minute with no commitment.
Still deciding? Ask us.
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