How Rungta Colleges scaled admission counselling with Hinglish-first voice AI aligned to their Common Counselling Script
Sanjay Rungta Group of Institutions (Rungta Colleges) is a multi-campus engineering, pharmacy, management and ITI education group headquartered in Bhilai. Programs span B.Tech, BBA, BCA, BCom, B.Sc, B.Ed, DCA, B.Pharma, D.Pharma, M.Pharma, ITI trades, MBA, MCA, M.Tech and PhD — with MoUs across Cisco Academy, Microsoft and IIT Roorkee. Caller Digital deployed an outbound voice AI agent intentionally aligned to Rungta's existing Common Counselling Script (Career Selling → Course Selling → Why SRGI → Call to Action), letting the agent co-exist with human counsellors without re-training the conversion funnel.
Manual counselling could only reach a fraction of incoming admission enquiries within 24 hours — across three personas, two languages, and a tier-2/3 question set spanning hostel, transport, mess and medical
Rungta's Department of Career Planning & Counselling operates a consultative motion with three end-user personas: the tech-fluent Class-12 student (Hindi-English mid-sentence), the Hindi-dominant tier-2/3 parent (formal 'aap' / 'sir / madam'), and the diploma / lateral-entry aspirant (often working, needs lateral-entry eligibility and weekend options).
Each persona has a different opener, a different objection set, and a different cadence — and the Department's manual capacity could only reach a fraction of incoming enquiries within the 24-hour window where conversion is most likely. Evening, weekend and regional-time reachability — when parents in tier-2/3 catchments are most likely to answer — were limited by staff hours.
Sub-fraction reach on 24-hour enquiry window
Manual counsellor capacity could not call every incoming admission lead within the 24-hour conversion window, especially during peak admission cycles.
Three personas, inconsistent handling
Class-12 student, tier-2/3 parent, and diploma / lateral-entry aspirant each need a different conversation register. Different counsellors applied different defaults.
Tier-2/3 question set was hard to staff
Hostel facilities, mess quality, on-campus medical care, library hours, gym, campus safety — the question set parents from tier-2/3 catchments actually ask. Coverage varied by SDR.
Eligibility pre-check done manually against a paper matrix
The 2026–27 Eligibility matrix (qualifying exam, percentage, stream, category, entrance exam) was applied manually per call. Inconsistent application leaked unqualified leads into the senior counsellor queue.
Voice AI agent aligned to Rungta's existing Common Counselling Script, handling three persona registers and grounded in the KB across the tier-2/3 question set
Caller Digital deployed an outbound voice AI agent intentionally aligned to Rungta's existing English + Hindi Common Counselling Script — Career Selling, Course Selling, Why SRGI, Call to Action — so the agent feels native to current counselling practice. Three personas are served with appropriate register: tech-fluent Class-12 students (Hindi-English mid-sentence), tier-2/3 parents (Hindi-dominant, formal), and diploma / lateral-entry aspirants (Hindi with technical English).
The script runs as a block-driven flow. Block A (Career Selling) handles verification, self-introduction, and interest generation. Block B (Course Selling) confirms a decided course or recommends 1–2 best-fit courses based on stream (12th PCM → B.Tech CSE / AIML / Data Science / BCA; 12th PCB → B.Pharma / B.Sc Biotech; 12th Commerce → BBA / BCom / BCA). Block C (Why SRGI) cites placement narrative (highest 12 LPA, average 3 LPA, 45+ companies in a single season), MoUs (Cisco Academy, Microsoft, IIT Roorkee virtual learning), and 2–3 alumni placement stories from the KB. Block D (Eligibility & Budget) applies the Rungta Eligibility 2026–27 matrix. Block E (Query Resolution) handles KB-grounded queries on courses, fees, hostel, transport, hospital / medical facility, placements and faculty. Block F (Call to Action) books a campus visit, WhatsApps the online registration link, or schedules a senior counsellor callback.
Every call — connected or not — produces a structured record pushed to the CRM. Hot leads flagged for human follow-up land in the counsellor queue with the complete pre-call brief inside the CRM record.
Aligned to the Common Counselling Script
Career Selling → Course Selling → Why SRGI → CTA. Mirrors the exact block structure human counsellors use, so the AI co-exists in the same funnel without re-training.
Three persona registers
Different conversation defaults for Class-12 students (tech-fluent code-mix), tier-2/3 parents (Hindi-dominant, formal), and lateral-entry aspirants (Hindi with technical English).
Eligibility 2026–27 matrix applied per call
Qualifying exam, percentage, stream (PCM / PCB / PCMB / Commerce / Arts / Vocational), category (GEN / OBC / SC / ST / Handicap), entrance exam (CG PET / JEE / PPHT / CAT / CMAT / ATMA / XAT / NIMCET / GATE).
KB grounded on tier-2/3 question set
Hostel, transport, mess, library, gym, on-campus medical, campus safety. The questions Rungta parents actually ask, answered consistently.
MoU narrative built-in
Cisco Academy curriculum, Microsoft tools access, IIT Roorkee virtual learning sessions. Affiliating universities (HYU Durg / CSVTU Bhilai / NCVT). Top recruiters (TCS, Wipro, Infosys, Amazon, Cisco, HCL).
Pre-call brief for senior counsellor hand-off
Hot leads flagged for human follow-up land in the counsellor queue with eligibility, budget, course interest and objection history pre-captured — no SDR-style data entry overhead.
Configured to reach 100% of incoming enquiries within 24 hours across three personas, with structured eligibility and KB-grounded answering on the tier-2/3 question set
The deployment targets a consistent, structured outcome across the three end-user personas, with the AI co-existing alongside human counsellors and routing only qualified hot leads into the senior counsellor queue.
| Dimension | Before | After |
|---|---|---|
| Reach within 24-hour window | Fraction of enquiries | 100% of incoming admission enquiries |
| Persona handling | Inconsistent across SDRs | Three persona registers — student / parent / lateral-entry |
| Tier-2/3 question set | Coverage varied by SDR | KB-grounded on hostel / transport / mess / medical / safety |
| MoU narrative (Cisco / Microsoft / IIT Roorkee) | Cited unevenly | Consistent every call with placement narrative |
| Eligibility 2026–27 matrix | Manual paper application | Category-aware per-call branching |
| Evening / weekend / regional-time reach | Limited by staff hours | 9 AM – 9 PM coverage weekdays + weekends |
Frequently Asked Questions
An outbound Hinglish-first voice AI agent for admission lead qualification across Rungta's multi-campus group (RCST, RISM, RIPS, RIPSR, RPITI, RSR-RCET), covering B.Tech, BBA, BCA, BCom, B.Sc, B.Pharma, D.Pharma, M.Pharma, ITI, MBA, MCA, M.Tech and PhD programs. The agent handles lead verification, course discovery, eligibility pre-check, KB-grounded query answering, objection handling and counsellor hand-off.
The agent mirrors Rungta's existing Common Counselling Script — Career Selling (rapport + interest generation), Course Selling (USPs + recruiters + fee band + eligibility check), Why SRGI (placement narrative + Cisco / Microsoft / IIT Roorkee MoUs + alumni stories), and Call to Action (campus visit booking, WhatsApp registration link, or senior counsellor callback). This alignment lets the AI co-exist with human counsellors without re-training the conversion funnel.
Hinglish-first by default, with natural code-switching between Hindi and English mirroring the lead's preferred mode. The agent handles three persona registers: tech-fluent Class-12 students, Hindi-dominant tier-2/3 parents (formal 'aap' / 'sir / madam'), and diploma / lateral-entry aspirants (Hindi with technical English).
The agent applies the Rungta Eligibility 2026–27 matrix per call: confirms qualifying exam (10+2 stream — PCM / PCB / PCMB / Commerce / Arts / Vocational), percentage, category (GEN / OBC / SC / ST / Handicap), and entrance exam where applicable (CG PET / JEE for B.Tech, PPHT for B.Pharma, CAT / CMAT / ATMA / XAT for MBA, NIMCET for MCA, GATE for M.Tech). Outcomes are tagged Eligible / Borderline / Not Eligible and surfaced in the structured pre-call brief.
Hostel facilities, mess quality, campus transport, on-campus medical care (Rungta's RIPS pharma college campus has an associated medical facility many parents specifically ask about), library hours, gym, campus safety. Plus MoU programs (Cisco Academy curriculum, Microsoft tools access, IIT Roorkee virtual learning), affiliating universities (HYU Durg / CSVTU Bhilai / NCVT), and verifiable placement statistics.
≥55% connect rate, ≥70% qualification rate (course + budget + eligibility captured per connected call), ≥25% hot-lead conversion (qualified leads agreeing to campus visit or counsellor handover), 3–5 minute average handle time, ≥85% KB answer coverage, ≥90% language-mirror accuracy, 4.0+ post-call CSAT, and <4-working-hour counsellor hand-off SLA on AI-flagged hot leads.
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