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Many customers in Malappuram would sooner call than type, and they expect to be answered in Malayalam; an AI voice system picks up every call, at any hour, and speaks their language.
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Photo: Truebrother · CC BY-SA 4.0, cropped · via Wikimedia Commons
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An example
The outpatient hall of a private hospital in Perinthalmanna fills before the doors open, and the phone starts at the same time. A farmer's wife from beyond Nilambur asks in Malayalam whether the orthopaedic surgeon sits today; the voice bot checks the roster, confirms, and offers her an afternoon slot so she can catch the bus. A man calling from Kottakkal wants to move his father's review to Friday; the bot reschedules it and reads the new time back. A caller who begins describing chest pain is transferred at once to the desk, where the receptionist has been free to deal with the queue in front of her the whole time.
The telephone still runs a great deal of business in Malappuram. Patients ring the hospital to ask whether the doctor is sitting today. Parents call about fees. Jewellery customers ask the day's gold rate. Elderly relatives of people working abroad are far more comfortable speaking than using an app. At busy hours these calls go unanswered, and an unanswered call is usually a lost one.
Acube builds AI voice solutions: voice bots that understand natural speech, smart IVR that replaces press-one-press-two menus, and outbound calling for reminders within consent norms. They speak Malayalam and English, read live answers from ERPNext or your booking system, and transfer to a person with context when the caller needs one.
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A hospital in Perinthalmanna or Manjeri can receive more calls in its first hour than the desk can answer all morning. A voice bot takes appointment requests and doctor timing queries for every caller at once, leaving the receptionist for those standing in front of her.
Gold scheme instalments, school fee dues and review visits all need a reminder, and calling a few hundred people is a job no one wants. Outbound voice calls deliver it politely in Malayalam, note the response, and pass on anyone who wants to talk.
Older IVR trees force the caller through layers of options in formal English or Hindi, and many hang up. A conversational front end asks what the caller needs, understands the reply in everyday Malayalam, and routes the call in one step.
Voice projects need real call recordings and real scripts, so we start on site in Malappuram, listening to how your callers actually speak and what they ask. We design the conversation with your staff, test it with a small group of callers, and tune the Malayalam until it sounds right to local ears. Telephony setup and development are handled from Kochi.
Pick the busiest call type. For example order status, bookings or branch timings.
Connect to your data. Wired to ERPNext or your CRM so answers are live and correct.
Languages and handover. The languages your customers use, and exactly when to transfer to a person.
Pilot and measure. Calls handled, transfer rate and satisfaction against your current setup.
Expand. More call types, languages and outbound reminders once it pays off.
The scope and timeline are agreed in writing before work starts.
Healthcare and hospitals
Appointment booking and rescheduling by voice, doctor availability, and reminder calls before a consultation, for hospitals in Perinthalmanna that draw patients from neighbouring districts and from the rural belt beyond Nilambur.
Gold and jewellery retail
Callers hear the day's rate, showroom timings and their scheme balance, and members of monthly savings schemes receive instalment reminders, freeing sales staff for the customers at the counter.
Education and coaching
Fee due reminders, exam and holiday announcements, and admission enquiry calls answered after hours during results season, with details logged for the counsellors to call back.
Callers accept it when it is quick and understands them. People object to long menus and being misunderstood, not to automation itself. The bot states plainly that it is automated, keeps exchanges short, and offers a person at any point. We watch where callers drop off during the pilot.
Speech recognition for Malayalam has improved considerably, though regional accents and mixed English still need tuning. We test with recordings from your own callers, add local place names, doctor names and product terms, and route unclear calls to staff. Accuracy is measured and shared.
Outbound calls are made within telecom consent rules: to your own customers, for service messages they would expect, at permitted hours, with an easy opt-out. Promotional calling is treated differently and needs proper registration. We set this up correctly with your telecom provider.
After a first conversation about your call volumes, the call types, the languages and the systems behind the answers, we agree the scope and send you a written quotation. The price, the deliverables and the timeline are fixed against that scope before any work starts, so nothing grows without your sign-off.
You speak to someone who does this work, not a call centre. They ask about the calls you get most, the languages your customers speak and where the answers live. If it looks like a fit, we agree the scope and put it in writing, with the timeline, before any work starts. If it does not, we tell you.
Government Medical College, Manjeriinstitution
government medical college (2013) with a 500-bed hospital
The government college and its 500-bed hospital anchor a medical town whose private hospitals and diagnostic centres field the same morning call surge.
Source: en.wikipedia.orgKottakkalmarket
Ayurveda medicine and treatment hub; commercial centre on NH 66
The Ayurveda treatment hub draws patients from across India who telephone to book treatment courses and ask about accommodation, often in languages other than Malayalam.
Source: en.wikipedia.orgTirurangadi Municipalitylocal body
A highway municipality with schools, clinics and gold showrooms whose fee and scheme reminder calls are exactly the outbound work a voice system takes over.
Source: malappuram.nic.inPlaces and organisations are named for local context only. Acube Innovations is not affiliated with or endorsed by them.
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Kochi (Kadavanthra & Infopark) · Thiruvananthapuram · across India & overseas · In business since 2011