A specialised drone and aviation equipment retailer was handling 2,400 inbound calls per month with a 3-person team and a decade-old IVR system. Customers were abandoning calls. Agents were overwhelmed. Product queries were going unanswered after hours. Here is how they fixed it in 8 weeks.
The company sells drones, FPV equipment, aviation accessories, and training packages to hobbyists, professional photographers, and commercial operators across India. Their customer base is technically sophisticated — they ask detailed questions about battery compatibility, flight controller firmware, regulatory compliance (DGCA), and spare parts availability.
Their IVR system offered 5 options. None of them answered the actual questions customers were calling about. The result: 67% of callers pressed 0 to reach an agent. Three agents were handling 2,400 calls per month — an average of 40 calls per agent per day, each lasting 6–8 minutes. Call abandonment rate: 31%.
After-hours calls — which accounted for 38% of total volume — went to voicemail. Most customers did not leave messages. They went to a competitor.
Swaran Soft deployed a conversational AI voice agent trained on the company's complete product catalogue (1,200+ SKUs), DGCA regulations, warranty policies, and 18 months of historical call transcripts. The agent handles calls in Hindi and English, detects language preference in the first 3 seconds, and switches seamlessly mid-conversation.
The agent is not a menu-driven IVR. It understands natural language queries like "Mujhe DJI Mini 4 Pro ke liye ND filter chahiye" and responds with specific product recommendations, availability, and pricing — in the same language the customer used.
Handles compatibility questions, product comparisons, and availability checks across 1,200+ SKUs. Integrates with inventory system for real-time stock data.
Customers can check order status, expected delivery date, and tracking number by providing their order ID or registered mobile number — no agent required.
Answers questions about drone registration requirements, no-fly zones, and pilot certification — a common query category for commercial operators.
Handles 100% of after-hours calls. For queries requiring human follow-up, creates a callback request with full conversation context for the next business day.
For complex technical issues or complaints, transfers to a live agent with full conversation transcript — so the customer never repeats themselves.
| Metric | Before | After (Week 12) |
|---|---|---|
| Call abandonment rate | 31% | 4% |
| First-call resolution rate | 58% | 94% |
| After-hours coverage | 0% | 100% |
| Avg. call duration (AI-handled) | 6–8 min | 2.1 min |
| Agent calls (human-required only) | 2,400/month | 480/month (20%) |
| Customer satisfaction (CSAT) | 3.2/5 | 4.5/5 |
Three factors made this deployment work where previous chatbot attempts had failed:
The AI was trained on 18 months of actual call transcripts — not generic retail scripts. It learned the specific vocabulary, product names, and question patterns of this company's customers.
Most voice AI systems are designed in English and translated. This system was designed with Hindi as a co-primary language. The natural language understanding model was fine-tuned on Hindi retail conversations, not just translated from English.
The escalation path to a live agent was designed before the AI was built. When the AI cannot answer with high confidence, it does not loop or apologise repeatedly — it transfers immediately with full context.
AI voice agents deliver the strongest ROI when you have: more than 500 inbound calls per month, repetitive query categories (product info, order status, policy questions), and after-hours call volume. If you have all three, the payback period is typically 4–6 months.
8-week deployment checklist, Hindi language training guide, and ROI calculator.