Places callsGraph agentcollectionsregulatedkeypadpromise to pay

Credit-card payment reminder

Reminds card holders of the amount due, confirms identity on the keypad and records a promise-to-pay date.

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How it opens

The first line, in each language the template ships with. The agent answers in whatever language the caller uses.

Hindi

नमस्ते, मैं ‹your company› की एआई सहायक बोल रही हूँ। क्या मेरी बात ‹customer name› जी से हो रही है?

English

Hello, this is an AI assistant calling from ‹your company›. Am I speaking with ‹customer name›?

Hinglish

Namaste, main ‹your company› ki AI assistant bol rahi hoon. Kya meri baat ‹customer name› ji se ho rahi hai?

The steps

A regulated collections script: the order (disclose, verify, state the dues, take a commitment, close) must never change.

1
Find the customer
Silent step: look the customer up by the dialled number.
2
Greet and confirm who is speaking
Say it is an AI assistant of the bank and ask whether this is ‹customer name›. Say nothing about the card yet.
3
Identity check on the keypad
Ask the customer to type the last four digits of the card on the phone keypad.
4
State the dues and ask for a date
Read the total due, minimum due and due date in rupees from get_dues, then ask by when they can pay.
5
Confirm the promise
Save the date, repeat it back, read the ways to pay, thank them.
6
Already paid
Thank them, say the records update within two working days, close.
7
Callback
Note the time they prefer and confirm it.
8
Hand over
Tell the customer a colleague will take over and transfer the call.
9
Wrong person
Apologise for the trouble and close without mentioning the card or any amount.
10
Do not call
Confirm the request will be honoured and close.
11
No record
Apologise, give no details, ask them to contact the bank's helpline.

What each call returns

Filled in after the call, next to the transcript, summary and cost. Delivered by webhook and readable through the API.

Field	Question it answers
outcome	What was the outcome of the call?promise_to_pay · already_paid · callback · transferred · wrong_person · do_not_call · no_commitment
promise_to_pay_date	By which date did the customer promise to pay?
payment_mode	How do they plan to pay?upi · net_banking · app · branch · not_said
delay_reason	What reason, if any, did the customer give for the delay?
do_not_call	Did the person ask not to be called again?yes · no

Your systems

No API yet? Take ‹amount due›, ‹minimum due› and ‹due date› from the contact list; keep the keypad check only if a card_last4 column exists; record promises through extraction only.

GET lookup_customer
Find the customer and the last four card digits by phone number.
GET get_dues
Total due, minimum due and due date.
POST save_promise
Record the promise-to-pay date.
POST request_callback
Record a callback request.
TRANSFER transfer_to_human
Transfer the call to the handover number. Leave it out when no number was given.

Knowledge base: Optional: a public page on ways to pay and the late-fee policy, only if the customer gives its URL.

Rules it keeps

Enforced by the platform's compliance toolkit, not left to the script.

AI disclosure: “This call is from an AI assistant of the bank and may be recorded.”
Calling window: 10:00 to 19:00 in the recipient's timezone. Calls outside it move to the next start.
Transcripts: Strict masking: card, Aadhaar, PAN and account numbers, and any long run of digits, are hidden in full before text is stored or sent on.
Keypad: Last four card digits, typed on the keypad (sensitive: never spoken, never stored).
Do not call: If the person asks not to be called again, confirm it once, record do_not_call = yes and end the call politely. Tell the customer to add such numbers to the account's do-not-call list.