Overview
One of India’s largest local search and discovery platforms, helping consumers discover and connect with local businesses across categories such as services, retail, healthcare, and education. The platform plays a critical role in enabling demand discovery and business growth for millions of merchants across the country.
As the platform scaled its marketplace, it began exploring how Voice AI could strengthen two operational workflows that sit at the heart of its business:
Converting business outreach into meaningful sales actions
Ensuring business listings remain accurate, complete, and reliable at scale
To address these, they deployed Voice AI across lead engagement and business data verification workflows.
Use Case 1: Lead Qualification & Appointment Booking
Challenge
The platform works with a large base of businesses that have free listings or whose details are available through external sources. These businesses are periodically sent free leads via WhatsApp to introduce demand.
Following this, the platform needs to proactively call these businesses to understand:
Whether they are interested in receiving more leads
Whether there is intent to engage further
At scale, this resulted in unclear intent, inconsistent follow-ups, and heavy reliance on relationship managers for early-stage engagement.
Solution
Voice AI was deployed as the first execution layer for outbound engagement after the WhatsApp touchpoint.
For every outreach cycle, Voice AI:
Calls businesses proactively
Assesses interest through structured conversations
Qualifies or disqualifies businesses based on intent
The solution evolved in two clear versions:
V1: Lead Qualification + Live Call Transfer
In the first version, Voice AI was designed to identify high-intent businesses and transfer those conversations live to relationship managers.
This ensured that sales teams spoke only to interested businesses, while Voice AI handled the initial screening at scale.
V2: Direct Appointment Booking
In the next version, Voice AI was upgraded to book appointments directly with interested businesses, removing the need for live call transfers and further reducing manual involvement.
This V1 → V2 progression helped them move from AI-assisted lead qualification to AI-executed appointment booking, while keeping lead quality intact.
Impact
Voice AI delivered consistent outcomes across qualification, transfers, and appointment booking.
85% connectivity across outbound calls
25% of contacted businesses were qualified
70% of qualified businesses transferred live to relationship managers (earlier phase)
2.5% of contacted businesses booked appointments (current phase)
Operational Impact
Relationship managers engaged only with high-intent businesses
First-touch outreach scaled without increasing human teams
Lead engagement quality became consistent across categories
Voice AI became a core outbound execution layer for the platform’s lead engagement workflow.
Use Case 2: Business Data Verification at Scale
Challenge
Accurate and up-to-date business listings are foundational to marketplace trust and performance. Over time, business information changes or remains incomplete, requiring regular verification.
Manual verification struggled to scale due to:
High operational cost per verification
Inconsistent confirmation rates
Difficulty handling unstructured, real-world inputs
Limited ability to operate at high daily volumes
This made data verification a critical workflow where success was essential for further expansion.
Solution
Voice AI was deployed to manage end-to-end business data verification conversations.
In a single call, Voice AI:
Confirms whether existing listing information is correct
Captures updated values when changes are identified
Fills missing information directly from merchants
Handles corrections and overrides within the same conversation
The system was built to accurately understand and capture what business owners say across diverse accents, pronunciations, and vernacular language usage, one of the hardest challenges in voice-led automation.
Impact
Voice AI met and exceeded all predefined success criteria for data verification.
Connectivity: Voice AI achieved 91% connectivity, ~30% higher compared to human-led verification
Complete Data Confirmation: ~55% higher complete data confirmation rates than humans
Data Capture Accuracy: 95%+ accuracy, operating at par with human performance
Cost Efficiency: Verification completed at ~60% lower cost compared to human-led processes
Scale & Business Impact
Within a short deployment window:
The workflow proved ready for large-scale rollout, with daily verification volumes scaling by ~5×
Higher throughput was achieved without loss in accuracy or confirmation quality
Listing data moved closer to continuous, always-on verification
This enabled the platform to improve marketplace data reliability while significantly reducing operational overhead.
Key Takeaway
For them, Voice AI is not an experimental add-on.
It has become a core operational capability, driving better outreach outcomes on one side of the marketplace and ensuring listing accuracy on the other.
Across both use cases, Voice AI delivered scalable, measurable improvements in efficiency, consistency, and outcomes, while decreasing dependence on human bandwidth.
