Places callsGraph agentkycregulateddocumentsfollow-up

KYC / document follow-up

Reminds customers which documents are pending, explains how to submit them and books a callback.

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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 मैं ‹customer name› जी से बात कर रही हूँ?

English

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

Hinglish

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

The steps

KYC calls are regulated and a favourite of fraudsters to imitate, so the script and its safety line are fixed.

1
Greet and confirm who is speaking
Disclose the AI assistant and the company; confirm the person is ‹customer name›.
2
Say what is pending
Name the pending documents and the date they are needed by. Say that nothing is collected on this call.
3
Explain how to submit
Read the submission channels and ask by when they will submit.
4
Blocker
Note the problem (lost document, name mismatch, travel) and offer a person.
5
Already submitted
Thank them; say it will be verified.
6
Callback
Take a convenient time.
7
Hand over
Transfer to the KYC team.
8
Wrong person
Apologise; share nothing.
9
Close
Repeat the safety line and thank them.

From any step → Hand over

Taken the moment the customer suspects that this call is a fraud or a scam. 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
outcome	What was the outcome of the call?will_submit · already_submitted · blocker · callback · transferred · wrong_person
submit_by	By which date will the customer submit?
channel	Which channel will they use?app · branch · other · not_said
blocker	What is stopping the customer, if anything?
do_not_call	Did the person ask not to be called again?yes · no

Your systems

No API yet? Take ‹pending documents› and ‹due date› from the contact list; record the commitment through extraction only.

GET get_pending_documents
The documents still pending and the due date.
POST save_commitment
Record when and how the customer will submit.
TRANSFER transfer_to_human
Transfer the call to the handover number. Leave it out when no number was given.

Knowledge base: the public page listing accepted documents, so 'which document works?' is answered.

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 company. No document details are taken on it.”
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.
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.