In India's contact-center math, one minute of tier-1 talk time costs ₹6–₹8. AI Raya Voice AI now handle routine calls for under ₹2 per minute, freeing humans for edge cases.
This article shows the numbers, the workflow shifts, and a 4-week roadmap for sustainable support call automation.
| KPI | Pre-Automation | Post-Automation | Delta |
|---|---|---|---|
| Average Handle Time (AHT) | 282 s | 121 s | −57% |
| First-Call Resolution (FCR) | 58% | 81% | +23 pp |
| Tier-1 Staffing Cost / month | ₹1.5 crore | ₹0.63 crore | −58% |
| Customer Satisfaction (CSAT) | 3.9 / 5 | 4.4 / 5 | +0.5 |
Data source: three Indian e-commerce brands adopting AI in 2024; detailed breakdown in /case-studies.
The Pareto rule hits hard in support. Roughly 20% of unique issues generate 80% of inbound call volume.
Target those high-frequency intents—order status, PIN reset, subscription renewal—and you unlock exponential savings without risking customer rage.
savings leak; agents still drown.
marginal gains shrink; long-tail queries balloon training cost.
Aim for an 80% containment ceiling, keep live agents for the messy 20%, and iterate monthly.
Support call automation rewires five phases. Each stage hands off neatly to the next, cutting dwell time.
ASR + intent engine hears the first eight words, tags call type in 400 ms.
Bot executes API calls—refund, address update, FAQ answer.
Unclear intent? Soft transfer with full context to tier-2.
Post-call CSAT pulse feeds training set; low scores auto-ticket QA.
You get a dedicated number, your own dashboard with transcripts + recordings, and trial access to explore hands-on
This includes call flows, key integrations, and tailored instructions that reflect your brand and business goals
You test internally & give feedbacks — we iterate quickly to fine-tune tone, flow, and accuracy
Finalizing monthly subscription, payment for first month and number allotment
We monitor performance closely, flag edge cases, and improve in real time. You also get a dedicated QA expert who audits calls, shares insights, and helps you get the most out of Raya
Complete implementation in just 4 weeks with dedicated support throughout the process
ROI = (Agent Cost Saved + Revenue Saved From Churn) - AI Opex / AI Opex
Calls/month: 1M @ 2 min = 2M minutes
Agent cost: ₹6/min → ₹12M
AI cost: ₹2/min → ₹4M
Savings: ₹8M/month
Churn savings: ₹1M
ROI = (₹8M + ₹1M) - ₹4M / ₹4M = 1.25 = 125%
Most Indian enterprises hit 80% containment in 4 weeks by focusing on top-volume intents and using pre-trained ASR models.
Modern platforms offer Hindi, Tamil, Telugu, Bengali, Marathi and more, with sub-second latency.
No—CSAT rises when routine answers arrive faster, while complex cases still reach trained agents.
Typical SaaS model: ₹1.8–₹2.5 per connected minute, with volume discounts over one million minutes.