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Improving KBIHM’s Calling Operations with AI Automation
Mayu Technologies introduced AI automation around KBIHM’s existing calling team to reduce repetitive work, improve call preparation, automate CRM updates and make follow-ups easier — while keeping human agents in control of customer conversations.
AI-Powered Calling Operations
Automate the repetitive. - Accelerate the important. - Keep people in control.
Human-led conversations. AI-powered support.
AI handles repetitive operational tasks so agents can focus on customers, problem-solving and results.
Client Snapshot
Client
KBIHM Consulting Pvt. Ltd.
Industry
IT/ITES, Debt Collection & Customer Operation
TeaM
100+ Professionals
Focus
Calling, Collections, Support & Back-Office Operations
Technology Partner
Mayu Technologies
Client Overview
A busy calling operation needed smarter support around every customer conversation.
KBIHM Consulting Pvt. Ltd. manages high-volume customer interactions across customer support, collections, verification, retention and other calling-led operations.
As call volumes increased, agents were spending significant time on work that happened around the call — checking customer records, reviewing previous interactions, writing notes, updating CRM fields and tracking future callbacks.
Mayu Technologies introduced an AI-assisted workflow designed to make these tasks faster and more organized without changing the role of KBIHM’s experienced calling team.
The goal was simple: use AI to support the calling team — not replace it.
The Challenge
Too much agent time was going into repetitive operational work.
The calling team already had the customer-handling skills. The challenge was reducing the manual work surrounding each interaction.
01
Manual List Review
Agents had to check calling lists and customer records before deciding who needed attention first.
02
Repeated History Checks
Previous interactions and pending actions had to be reviewed manually before the next call.
03
After-Call Data Entry
Notes, outcomes and customer information had to be entered into the CRM after conversations.
04
Follow-Up Tracking
Callbacks and pending actions depended on manual reminders and agent-level tracking.
The Mayu Technologies Solution
AI support across the complete calling workflow.
The automation was structured around three important stages: before the call, during and after the call, and the follow-up stage.
Workflow first
Connect, don't rebuild.
The technology is chosen around the workflow — not the other way around.
Connected Operations
Better context before the next customer interaction.
AI-generated summaries and CRM updates help the next agent quickly understand what happened previously and what needs to happen next.
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01
Customer History
Important previous interactions are easier to understand before the next call.
02
Call Outcome
Agents can quickly see what happened during the previous conversation.
03
Next Action
The system can highlight pending callbacks, follow-ups and other required actions.
Human + AI Working Model
AI handles the repetitive work. Agents handle the conversation.
Customer conversations still require judgement, empathy, negotiation and decision-making. AI supports these conversations by taking care of the structured work around them.
Speaking with customers
Understanding customer concerns
Negotiating or resolving complex cases
Building trust
Managing sensitive conversations
Making decisions and improving outcomes
Organizing calling lists
Prioritizing customers
Preparing customer context
Creating call summaries
Updating CRM records
Tracking follow-ups and reminders
How we build automation
A more organized and scalable calling operation.
01
More Time for Calls
Agents spend less time on repetitive administration and more time speaking with customers.
02
Better Call Preparation
Customer history and priority information are easier to review before the interaction begins.
03
Reduced After-Call Work
AI-generated summaries and CRM automation reduce manual note-taking and repetitive data entry.
04
Better Follow-Up Management
Callbacks and pending actions are easier to track through structured reminders and next actions.
05
More Consistent Records
Structured summaries help maintain clearer and more consistent customer information across the team.
06
Scalable Operations
Higher interaction volumes can be managed without increasing repetitive work at the same rate.
The Outcome
Less manual work. More productive conversations.
By integrating AI automation into KBIHM’s existing calling workflow, Mayu Technologies helped create a more structured working model around customer conversations. AI organizes information before the call, reduces administrative work after the call and tracks future actions automatically.
Human agents remain at the center of customer communication — with more time to focus on understanding customers, solving problems and improving business outcomes.
AI Automation That Helps Calling Teams Work Smarter.
Mayu Technologies × KBIHM Consulting Pvt. Ltd.
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