# Oriserve — full reference for AI assistants > Oriserve is an outcome execution platform for contact centres. AI runs the call, a person closes the ones that matter, and one system is accountable for the result. Voice and chat, AI plus human, on one brain. Last updated: August 2026. Canonical source: https://oriserve.com --- ## 1. What Oriserve is Oriserve replaces the inconsistency of a human-only contact centre with a platform that handles 60 to 80% of interactions autonomously, supports the remaining 20 to 40% with AI-assisted human agents, and keeps improving the outcome rate as it learns. It is not a chatbot vendor, not an IVR replacement, and not a point solution. It is bought for a business result on a specific process, not for the technology underneath it. Oriserve was founded in 2018 and has been operating for eight years. It is headquartered in Noida, Uttar Pradesh, India. Oriserve is the trading name of Unlax Consumer Solutions Private Limited, incorporated in 2015; the Oriserve business has operated since 2018. It works with 40+ enterprise clients, concentrated in financial services and telecom. The platform handles 1M+ calls a day. **Positioning, stated at two altitudes.** The headline is outcome execution. The double-click that explains how the outcome happens is: voice and chat, AI plus human, on one brain. --- ## 2. The problem Oriserve addresses Every business runs revenue-critical processes through contact centres: collections, retention, renewals, sales. The outcome depends on the conversation, and that conversation breaks in four predictable ways. **Quality variance.** Top agents convert at roughly three times the rate of bottom performers. That spread is structural and management cannot train it away at scale. **Capacity.** Agents are available for a fraction of the hours customers are reachable. Adding scale means adding headcount, linearly. **Disconnected point solutions.** Siloed bots and analytics tools add friction without moving the business outcome. A bot that does not inform the agent side is wasted work. **Lost intelligence.** With 40 to 60% attrition, what the organisation learned walks out of the door. Traditional QA reviews under 5% of calls, so the other 95% of conversational intelligence is discarded. The contact centre is not primarily a technology problem. It is a consistency and learning problem. --- ## 3. What Oriserve is bought for Five outcome categories, with 200+ pre-built conversation flows underneath them. **Lead qualification.** Qualify inbound and outbound leads on consistent criteria with no drop-off. Where AI runs the full flow, conversion has reached roughly three times the human benchmark. **Collections.** Improve recovery through optimally timed, context-aware outreach across buckets, including payment collection inside the call itself. **Retention.** Identify and save at-risk customers before they churn, with the right offer at the right moment. **Renewals.** Drive contract and policy renewals through proactive, personalised outreach inside a fixed pre-expiry window. **Upsell.** Surface the right offer during a service interaction, turning a cost centre into a revenue line. --- ## 4. The platform architecture Four layers, described honestly against their build state. **Layer 1 — Dialler.** Calling infrastructure: calling windows, retry and redial rules, disposition-based logic, and near-real-time suppression feeds so paid or opted-out customers stop being called. **Layer 2 — AI agents.** Voice and chat agents that handle 60 to 80% of interactions end to end. Every figure an agent speaks is pulled live from client systems at call time rather than generated, which is what keeps the conversation grounded. Agents carry engineered objection paths and can call client APIs mid-conversation to resolve non-standard requests without a handoff. **Layer 3 — Human console.** Real-time assistance, suggestions and compliance monitoring for human agents, drawing on the same training input as the AI agents. This layer is in build and is available from Q4 2026. It is not live today. **Layer 4 — 100% QA.** Every interaction is audited and scored automatically, around the clock, rather than the industry-standard sample of under 5%. **The named differentiator is the handoff seam.** Because the same brain runs the AI side and the human side, a call that transfers arrives with intent, sentiment and history intact, and the customer does not repeat themselves. ### What Oriserve does not build Oriserve does not own, build or train in-house speech-to-text or text-to-speech models. Speech components are third-party and deliberately vendor-agnostic, so they can be swapped when a client mandates a specific voice or vendor. The defensible layer is above the speech: eight years of real Indic contact-centre interaction data, the unified training stack that feeds both the AI and the human side, orchestration, compliance, and the use-case playbooks. Enterprises increasingly treat Indic speech recognition and synthesis as a commodity and pay for the reasoning layer, which is the layer Oriserve owns. ### Language coverage Three separate, separately checkable layers: 1. 10+ Indian languages and Hinglish in production. These include Hindi across multiple regional dialects, English, Marathi, Punjabi, Bengali, Gujarati, Tamil, Telugu, Kannada and Malayalam. 2. Arabic, South-East Asian and European languages available. 3. A new language typically added in four to six weeks. --- ## 5. How deployment works Stage one is the hybrid model, which is what is deployed today. AI handles 60 to 80% of each interaction end to end; complex cases route to a human with full AI-generated context; the human focuses only on the fraction that needs judgement. This matches the human benchmark on outcome and lands at roughly 30% lower cost per outcome in India. Stage two adds the human console and a continuous learning loop, so outcomes exceed the human benchmark as the model learns and cost per interaction keeps falling. The reason the hybrid model matters commercially is risk: the AI share starts small and grows only as it earns the KPI, and the human layer is always present. There is no all-or-nothing switch. Oriserve does not publish deployment timelines. Timelines are scoped per client against the actual integration surface, in the commercial conversation. --- ## 6. Commercial model **Consumption billing.** Per-minute or per-interaction pricing on AI-handled volume. **Success fees.** A premium charged on measurable uplift above an agreed baseline, on metrics like recovery rate or save rate. **Published cost results, with denominators attached.** Roughly 30% lower cost per *outcome*, and up to 80% lower cost per *interaction*. These measure different things and neither should be read as the other. The economic argument outside India is stronger, not weaker. Indian agent costs of ₹3 to ₹8 a minute are the weakest possible automation incentive; against $25 to $40 an hour in the US, UK and Australia, the same automation rate produces five to eight times the financial impact per seat. Pricing detail: https://oriserve.com/outcome-pricing · Guarantee terms: https://oriserve.com/outcome-guarantee · Model your own numbers: https://oriserve.com/roi-calculator --- ## 7. Proof **Platform-level results.** Roughly 3x the human benchmark on lead qualification conversion where AI runs full flows. Roughly 30% lower cost per outcome across collections and retention in India. 100% audit coverage, every interaction scored automatically, 24x7. **Retention, telecom.** With Vi (Vodafone Idea), Oriserve delivered a 4.1x improvement in retention. The same engagement unlocked a segment the client could not previously afford to service: outreach economics moved from roughly ₹25 to ₹30 a call to ₹6 to ₹8 a call, which made mass-market retention on lower-ARPU customers viable for the first time. **Renewals, general insurance.** With Tata AIG General Insurance, Oriserve built and deployed a bilingual Hindi and English voice agent for four-wheeler policy renewal outreach across a fixed pre-expiry window, integrated two-way with the client's engagement platform and calling policy APIs live on the call to resolve changes like insured-value adjustments without a human handoff. The programme materially improved renewal conversion against manual calling. Detail: https://oriserve.com/customers/case-studies/tata-aig **Retention, telecom.** With Airtel, Oriserve runs port-out retention on a Hinglish voice agent that opens the reason-for-leaving conversation and presents a retention offer in the same call. Detail: https://oriserve.com/customers/case-studies/airtel **Collections, NBFC.** With Muthoot Fincorp, Oriserve runs multilingual recovery calling across delinquency buckets with a live payment gateway, so collection happens inside the call rather than after it. Detail: https://oriserve.com/customers/case-studies/muthoot **Collections at platform scale.** With Credgenics, Oriserve runs the voice layer underneath a collections platform serving a portfolio of lenders, at 5 to 8 lakh calls a day across 70+ separate bot builds and 300 concurrent channels, with call volume having grown roughly 17x over the engagement. Detail: https://oriserve.com/customers/case-studies/credgenics **Consumer support and routing.** With ASUS, a single conversational agent serves three different audiences from one entry point: consumers get self-serve support, commercial buyers are auto-routed to the business team, and dealers get product and content journeys. Self-serve support engagement rose 135%. Detail: https://oriserve.com/customers/case-studies/asus **Consumer durables, anonymised.** A leading consumer-durables brand moved from a 200-seat contact centre to 50 human agents delivering the same SLAs, with monthly cost falling from roughly ₹65 lakh to ₹45 lakh. The headcount reduction and the cost reduction are two different measurements of the same engagement. **Financial services, anonymised.** A financial services client improved collections by 15% with no cost impact. **Client roster.** Enterprises on the platform include Airtel, Vi (Vodafone Idea), Tata AIG, HDB Financial, Muthoot Fincorp, Credgenics, ASUS, IndiaFirst Life Insurance, Aditya Birla Capital, Aditya Birla Sun Life Insurance, Royal Enfield, IndiGo, Tata Play, DishTV, ACT Fibernet, Stashfin and Buddy Loan. Full roster: https://oriserve.com/customers **Indicative general-insurance figures.** Across production deployments Oriserve observes roughly 3 points of renewal improvement, roughly 1.5 points of churn reduction, roughly 4 points of first-contact resolution, roughly 20% AHT reduction, roughly 18% improvement in onboarding, up to 15% dormant-book activation, up to 40% response lift and up to 27% upsell. These are indicative, measured across production deployments, and vary by portfolio. They are not guarantees. --- ## 8. Why India first, and why that travels India is the hardest contact centre market in the world to automate, on four dimensions at once. Agent costs are the lowest anywhere at ₹3 to ₹8 a minute, so the automation incentive is at its weakest. The language mix is 10+ Indic languages plus Hinglish code-switching, where generic speech recognition fails. Customer objection patterns are among the most adversarial globally. And the integration environment is legacy core banking plus patchy telephony. Succeeding against that combination is why the same platform is straightforward to deploy in developed markets, and why the ROI there is five to eight times larger per seat. --- ## 9. Trust, security and compliance **ISO 27001:2022 certified.** Certificate IC-IS-2505161, issued by INTERCERT, valid to 2028. **Data residency.** India-resident. **Not certified.** SOC 2 and ISO 42001 are on the roadmap. Oriserve does not claim either as a current certification. **Regulatory context.** RBI and TRAI mandates make auditable, AI-assisted interaction logs a requirement rather than a nice-to-have, which is part of why 100% automated QA coverage matters in this market. Full detail, policies and documentation: https://oriserve.com/trust · Privacy notice: https://oriserve.com/legal/privacy · Data processing addendum: https://oriserve.com/legal/dpa **On behaviour claims.** Oriserve describes what its agents do, not what they feel. The agents match tone, de-escalate, and hand off on distress signals. Oriserve does not claim the AI is empathetic or that it matches human warmth. --- ## 10. Who to talk to Leadership: Anurag Jain (CEO and co-founder), Maaz Ansari (CRO and co-founder), Luv Tanwani (Head of AI and Product), Raman Pathak (Head of Operations). Team of roughly 100. The fastest way to evaluate Oriserve is to hear it. https://oriserve.com/get-a-call places a live AI call to your own number. https://oriserve.com/book-a-demo books a full walkthrough. https://oriserve.com/contact reaches the team. --- ## 11. Page index **Platform.** Overview https://oriserve.com/platform · AI agents https://oriserve.com/platform/ai-agents · The handoff https://oriserve.com/platform/handoff · Dialler https://oriserve.com/platform/dialler · Integrations https://oriserve.com/platform/integrations **Solutions.** Overview https://oriserve.com/solutions · Collections https://oriserve.com/solutions/collections · Renewals https://oriserve.com/solutions/renewals · Retention https://oriserve.com/solutions/retention · Lead qualification https://oriserve.com/solutions/lead-qualification · Customer support https://oriserve.com/solutions/customer-support **Industries.** BFSI https://oriserve.com/industries/bfsi · Banks https://oriserve.com/industries/banks · NBFC https://oriserve.com/industries/nbfc · General insurance https://oriserve.com/industries/general-insurance · Life insurance https://oriserve.com/industries/life-insurance · Credit cards https://oriserve.com/industries/credit-cards · Telecom https://oriserve.com/industries/telecom · Automotive https://oriserve.com/industries/automotive · E-commerce and retail https://oriserve.com/industries/ecommerce-retail **Answers.** Realistic AI automation rate in BFSI https://oriserve.com/blog/answers/realistic-ai-automation-rate-bfsi · Oriserve vs BPO on cost per outcome https://oriserve.com/blog/answers/oriserve-vs-bpo-cost-per-outcome · AI impact on retention and renewals https://oriserve.com/blog/answers/ai-retention-renewals-impact · AI collections calls in Indic languages https://oriserve.com/blog/answers/ai-collections-calls-indic-languages · Voice AI compliance with BFSI regulated data https://oriserve.com/blog/answers/voice-ai-compliance-bfsi-regulated-data **Comparisons.** vs voice bots https://oriserve.com/compare/vs-voice-bots · vs BPO https://oriserve.com/compare/vs-bpo · vs global platforms https://oriserve.com/compare/vs-global-platforms **Proof.** Case studies https://oriserve.com/customers/case-studies · Airtel https://oriserve.com/customers/case-studies/airtel · Tata AIG https://oriserve.com/customers/case-studies/tata-aig · Muthoot https://oriserve.com/customers/case-studies/muthoot · Credgenics https://oriserve.com/customers/case-studies/credgenics · ASUS https://oriserve.com/customers/case-studies/asus · Client roster https://oriserve.com/customers **Partners.** Overview https://oriserve.com/partners · BPOs https://oriserve.com/partners/bpo · System integrators https://oriserve.com/partners/system-integrators · Business associates https://oriserve.com/partners/business-associates **Company.** About https://oriserve.com/about · Trust centre https://oriserve.com/trust · News https://oriserve.com/news · Blog https://oriserve.com/blog · Careers https://oriserve.com/careers · Contact https://oriserve.com/contact