Verbi – AI Voice Agent for Customer Support

Verbi replaces traditional customer call centers with smart, AI-powered voice agents and automation dashboards — starting with ISPs as our go-to-market.

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🗣️ Verbi – AI-Powered Voice Support & Dashboard for ISPs

📌 Inspiration

This project began with a simple car ride. While driving with my father — an internet service operator — he received multiple back-to-back calls from customers. All of them were repetitive queries about outages, recharges, or plan details.

I wondered:

What if a voice AI system could handle these calls and reduce the burden on operators?

That thought gave birth to Verbi — a voice-driven AI support system deeply integrated with the real workflows of local Internet Service Providers (ISPs).

💡 What it does

Verbi is an end-to-end platform designed for ISPs that:

  • Handles incoming support calls using an AI voicebot
  • Troubleshoots common problems using custom RAG knowledge documents
  • Notifies customers proactively about expiring plans and outages via voice calls
  • Provides operators with a dashboard to:
    • View incidents & recharges
    • Manage active tickets
    • Track user payments
    • Report and resolve outages
  • Replaces manual GPay + WhatsApp communication with a streamlined recharge dashboard

🛠️ How we built it

  1. VoiceBot Engine

    • STT + TTS stack using Whisper and custom speech pipeline
    • Integrated with Exotel for inbound calling

  2. Knowledge-Driven Responses

    • Built a custom RAG (Retrieval-Augmented Generation) model
    • Operators can upload troubleshooting flows as markdown/text

  3. Recharge System

    • Users recharge via our app/web
    • Recharge reflects automatically in the operator dashboard

  4. Real-Time Operator Dashboard (Replaced Telegram)

    • Built a full operator control panel
      • Dashboard View: Live feed of incidents & recharges
      • Expiring Plans Tab: Flags upcoming plan expiries
      • Incident Management: Resolve/escalate fiber cuts and outages
      • Recharge Queue: Prioritized list of pending payments
    • Screenshots:
      • 📊 Recent Activity & Incident Feed
      • 📆 Expiring Plans View
      • ⚠️ Active Incidents with escalation & resolution controls
      • ⚡ Recharge Queue with priority flags

  5. Auto-Voice Calls

    • Reminder calls for plan expiry
    • Voice announcement in case of regional outages

🚧 Challenges we ran into

  • Designing a dashboard that’s operator-friendly, even for non-tech-savvy users
  • Managing voice clarity and language understanding for informal Malayalam/English
  • Handling escalation workflows during major network incidents
  • Ensuring real-time syncing between voicebot data, recharge updates, and incident status

🏆 Accomplishments that we're proud of

  • Fully replaced fragmented systems (GPay + Telegram + Manual logs) with one central dashboard
  • Handled dozens of real customer calls with our voicebot
  • Reduced operator support load by automating routine queries & alerts
  • Created a product that’s already being used by local ISPs
  • Launched a recharge-to-resolution end-to-end system

📚 What we learned

  • Problem-first development wins: Real user pain > technical ambition
  • Voice UX is hard — response timing, fallback handling, and tone matter a lot
  • Building a dashboard that mirrors offline workflows can unlock massive efficiency
  • Importance of layered features — each feature deepens user trust

🔮 What's next for Verbi

  • Expand to multi-language voice support (Malayalam, Hindi, Tamil)
  • Introduce user-facing apps for recharge & ticket creation
  • Add incident heatmaps for geographic tracking
  • Build a notification engine (SMS, WhatsApp, Email)
  • Scale to support multiple domains including cable TV operators, water board services, and more — with ISPs as our go-to-market (GTM) strategy
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