AI-First Service & Support Agent - Havells × Turrant.ai

The Problem

The traditional call center model is broken. Consumers struggle to get service without multiple follow-ups and callbacks.

Consumers report 4+ calls to schedule a technician
Service requests closed without technician visits
Multiple reference numbers given with no resolution
Technicians promise to come but don't show up
No proactive status updates - consumer has to chase
Repeat issues reopened because context is lost between calls

The Solution

AI agent lives on WhatsApp (where Indian consumers already are). Knows the consumer's registered products and service history, and handles all interactions end-to-end.

Service booking with real-time slot availability
Complaint tracking with proactive updates
Basic troubleshooting before dispatching technician
AMC management and renewal tracking
Intelligent escalation routing based on issue type

What Makes This Different

Memory and Context. The AI knows the consumer's product history and service interactions. It doesn't start from scratch each time.

Example Scenario: Consumer bought an AC 6 months ago. A technician visited 2 months ago for gas top-up. Same issue is recurring.

Traditional Chatbot: "Please describe your issue."
Havells AI Agent: "I see you had a similar gas issue 2 months ago. This might be a recurring problem. Let me auto-escalate to senior technician who worked on your AC before."

Other key features:

No more "please share your complaint number" loops
Auto-escalation if SLA is missed (technician doesn't visit within committed time)
Proactive check-ins: "Your service is scheduled for Tuesday. Technician will arrive 10am-12pm"
Post-service feedback and resolution verification

Core Capabilities

Product-Aware: Knows what the consumer owns from registration data
History-Aware: Remembers all past service interactions
Proactive: Sends updates without being asked
Intelligent Routing: Matches issue type to right technician skill
SLA-Enforced: Auto-escalates on missed deadlines
Troubleshooting: Can resolve 30-40% of issues without technician dispatch
AMC Lifecycle: Tracks warranty expiry, suggests AMC, manages renewals

Business Impact

Reduced call volume: Deflects 40-50% of support calls via self-service
Faster resolution: Average service dispatch time cut from 5 days to 1 day
Higher satisfaction: Proactive updates and no follow-up calls
AMC growth: Timely renewal reminders increase coverage from 20% to 50%+
Repeat business: Positive service experience drives accessory sales and upgrades
Cost savings: Fewer failed technician visits, lower dispatch costs