Every service call becomes a ticket with a summary and the next step

Each recorded call is transcribed with card numbers and other personal details masked, then written up in Freshdesk with the fault, the promise made and the next step. The agent checks it and saves.

Used day to day by
  • Customer service agents
  • Support team leads
  • Service coordinators

How it runs with AI

Once a call ends, the AI transcribes the recording, masks card numbers, OTPs and bank details, and finds the customer and product in Freshdesk. It writes the ticket with the fault, what the agent promised and the next step, and marks repeat faults. The agent checks the draft, corrects anything and saves it, and the service centre starts with the full picture.

How it is done today

Customers call the service desk about their ACs, washing machines and purifiers, often switching between Hindi and English. After each call, the agent spends a few minutes typing the ticket in Freshdesk while the next caller waits, so notes come out short. The service centre then calls the customer again to ask the model, the fault and a good time to visit.

Step by step

Where the work happens, what the AI does, and where it hands over to a person.

  1. Step 1, AI

    Picks up each finished call recording where the caller heard the recording notice

    Needs to know: Callers who opted out

    In Call recordings

    Exception to step 1

    When a caller opts out of recording, the agent types that ticket by hand as today

  2. Step 2, AI

    Transcribes the call, masks card numbers, OTPs and bank details, and pulls out the facts

    Needs to know: Details to mask, Product names and models

    In Call recordings

  3. Step 3, AI

    Finds the customer, the product and past tickets in Freshdesk

    Needs to know: Repeat fault rule, Warranty terms

    In Freshdesk

    Exception to step 3

    Asks the agent to pick the right customer when the phone number matches more than one record

  4. Step 4, AI

    Writes the ticket with a summary, the promise made and the next step with its owner

    Needs to know: Service centre by area, Visit charges

    In Freshdesk

  5. Step 5, Person

    Reads the draft ticket, corrects anything and saves it

    In Freshdesk

What stays with a person

  • Reads the draft ticket, corrects anything and saves it

Consent and personal data

  • Every call opens with a short recorded notice that the call is recorded, and why: to log the request and follow it up. A caller who opts out talks to the agent as usual, and the agent types that ticket by hand.
  • Before a transcript is saved, the AI replaces card numbers, CVVs, OTPs, bank account numbers and Aadhaar numbers with [masked]. Lists of calls show only the last 3 digits of the phone number.
  • The ticket keeps what the service team needs: the product, the fault, the address on record and the visit time.
  • Your legal team sets the notice wording, so it states clearly what the recording is used for, and decides how long recordings and transcripts are kept.

Apps in this example

  • Call recordings
  • Freshdesk

The same flow works with the apps you use.

This fits you if

  • Your contact centre records service calls and logs them in Freshdesk
  • Agents spend 2 minutes or more typing notes after each call
  • Service centres often call customers back to ask what they already told the agent
  • Callers speak Hindi, English or a regional language, often in the same call

What to watch for

  • Noisy lines, strong accents and less common languages lower transcript quality. Test it on 200 of your own recorded calls before agents rely on it
  • The agent saves every ticket. Refunds, free repairs and goodwill gestures stay with the agent and their team leader
  • Choose an AI provider whose contract keeps your recordings out of model training and stores them where your policy requires

Read more

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