Botsense + Voice AI

Three patterns. (1) Customer-initiated callback request inside Botsense chat — AI calls in 1–5 minutes. (2) Compliance-mandated voice confirmation (KYC, payment authorisation, consent) — chat handed off to voice for the regulated step. (3) High-emotion or high-value resolution — voice resolves complex queries 3–5× faster than chat for Indian customers in tier-2/3 catchments. Routing rules are configured in Botsense.

Yes. The chat history from Botsense is passed to Caller Digital as context for the AI agent — the agent walks into the call knowing what's already been discussed, so the customer doesn't repeat themselves. After the call, the transcript, disposition and outcome are written back to the Botsense customer record. Future chat sessions see the voice call as part of the conversation history. One thread, two channels.

All 14 — Hindi, Hinglish, Tamil, Telugu, Kannada, Malayalam, Marathi, Bengali, Gujarati, Punjabi, Odia, Assamese, and 2 more. The customer's language is detected from the Botsense chat history (typed language) and from their Botsense profile. The AI agent code-switches mid-call if the customer mixes languages, which is the norm in tier-2/3 Indian customer conversations.

Yes. If the AI agent hits a complex query, high-emotion trigger, or explicit human-handoff request, it warm-transfers to an available human agent in your Botsense queue, with the call transcript and customer context attached. The human agent picks up the conversation with full context — no 'please repeat the issue' overhead. Round-robin or skill-based routing inside Botsense determines which agent receives the handoff.

3–5 business days for standard setup. Day 1: Botsense webhook endpoint configuration, Caller Digital API credentials. Day 2: chat-to-voice handoff trigger rules in Botsense (customer says 'call me', timeout-based, compliance event). Day 3: Caller Digital AI script for the handoff conversation, language routing rules. Day 4–5: pilot handoffs and QA sign-off. No code required for standard escalation flows — Botsense's native workflow builder plus Caller Digital's no-code script editor cover most deployments.

Two layers. Botsense charges per its chat / customer-experience pricing model (typically per-conversation or per-seat). Caller Digital charges per voice conversation outcome (₹8–25 per dispositioned outcome — callback resolution, KYC confirmation, sale closure). The chat-to-voice loop typically pays back within 30 days because voice resolves complex tier-2/3 issues 3–5× faster than chat-only.