Electricity complaint registration
Registers power-supply and billing complaints, gives a complaint number and flags safety emergencies.
How it opens
The first line, in each language the template ships with. The agent answers in whatever language the caller uses.
नमस्ते, ‹your company› शिकायत केंद्र में आपका स्वागत है। मैं एआई सहायक हूँ, बताइए क्या समस्या है?Hello, welcome to the ‹your company› complaint line. I am an AI assistant; what is the problem?Namaste, ‹your company› complaint centre mein swagat hai. Main AI assistant hoon, bataiye kya problem hai?The steps
Complaint registration is a fixed sequence, and a report of danger must be acted on at any step.
- 1
Greet and disclose
Say it is the company's AI assistant and ask what the problem is.
- 2
Emergency
Tell the caller to stay away, give the emergency number, then register the complaint as urgent.
- 3
Consumer account
Ask for the consumer account number as printed on the bill; if they do not have it, take the area and nearest landmark instead.
- 4
Complaint details
Find out the complaint type, since when, and whether neighbours are affected. One question at a time, and never ask again for something the caller has already said.
- 5
Register and read the number
Call register_complaint, read the complaint number slowly, digit by digit, and repeat it once. Give the expected time only if the system returned one.
- 6
Hand over
Transfer to the helpline staff.
- 7
Close
Thank the caller and say how to check the status.
From any step → Emergency
Taken the moment the caller reports danger: sparks, fire, a fallen or exposed wire, an electric shock or someone hurt. It is a global safety transition, so it wins over the current step's own routing.
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 |
|---|---|
| complaint_type | What kind of complaint was it?no_supply · voltage · billing_meter · line_or_transformer · new_connection · streetlight · other |
| safety_emergency | Was there a safety emergency?yes · no |
| consumer_account | Which consumer account number was given? |
| location | Which area or landmark did the caller give? |
| since_when | Since when is the problem there? |
| complaint_number | Which complaint number was issued? |
| outcome | What was the outcome of the call?registered · transferred · information_only · dropped |
Your systems
No API yet? Without an API the agent cannot issue a real complaint number: it collects the details, says the complaint is noted and that the number will come by SMS, and keeps everything in extraction.
GET lookup_consumer
Check the consumer account and fetch the service address.
POST register_complaint
Register the complaint and get a complaint number.
TRANSFER transfer_to_human
Transfer the call to the handover number. Leave it out when no number was given.
Knowledge base: the public pages on outage schedules, tariff and how to read a bill.
Rules it keeps
Enforced by the platform's compliance toolkit, not left to the script.
- AI disclosure
- “You are speaking with an AI assistant of the electricity company.”
- Transcripts
- Masking: card, Aadhaar, PAN and account numbers are hidden before text is stored or sent on, keeping only the last four digits.
- Do not call
- Inbound line: no outbound calls are placed. A callback is offered only when the caller asks for one.
What you fill in
The form in Set up for me. Most fields have sensible defaults; what you leave empty, the plan marks clearly.
Your business
Company name, Complaint types handled
Agent persona
Agent name, Languages, Voice, Tone
Calling rules
Safety emergency number, Human handover number
Your systems
Your API base URL
Script and rules
What to collect, Lines that must be said, Never say or do
Lines to test it with
Type them into the test chat or a workflow test before any real call is placed.
- “Hamare yahan subah se bijli nahi hai.”
- “Khambe se chingari nikal rahi hai!”
- “Is mahine ka bill bahut zyada aaya hai.”
- “Mera account number yaad nahi hai, Shanti Nagar mein rehta hoon.”
- “Kab tak theek hoga?”