College Vidya
Client Snapshot
College VidyaEdTech / Online Degree (UGC-DEB) — IndiaSize: 100000
College Vidya (Blackboard E-Learning Pvt. Ltd.) is one of India's largest online-degree platforms, with 100+ UGC-DEB approved partner universities and roughly one lakh annual admissions. The counselling team handles a high-velocity inbound enquiry funnel for Online MBA, BBA, BCA, MCA, B.Com and adjacent online and ODL programs, where speed of first-touch and UGC-DEB-neutral information delivery determine conversion.
Caller Digital’s Conversational AI
Caller Digital deployed SARA — a custom-trained Hindi-Hinglish voice AI counsellor for outbound lead qualification, counselling-session booking and Phase-2 inbound support. SARA runs a nine-stage state machine: greeting, qualification (academic status, year, score), course discovery, specialisation, university preference, budget capture, loan interest, working status, counselling-slot pitch and close. The agent integrates with LeadSquared (CRM) and up to five course/fee/university APIs for live information retrieval, writes back 20 disposition fields to LeadSquared on every call, generates a 180–200-character AI Counsellor Summary plus a 2–3-sentence narrative, and books qualified students into a free counselling session with a round-robin-assigned human counsellor. Seventeen named objection handlers cover the most common student and parent objections from the UGC-DEB online-degree funnel.
SARA went live with a 14-working-day deployment (3 days bot preparation, 7 days integration with LeadSquared and knowledge APIs, 2 days internal testing, 2 days UAT). The deployment targets ≥90% lead qualification accuracy, ≥95% information response accuracy on partner-university and program information, ≥95% lead information capture across the 20 disposition fields, ≥95% counsellor hand-off / live-transfer success, ≥98% outbound dial-out success and ≥95% counselling session booking success. Bot initial response latency target is ≤3 seconds at P50. Pricing is configured at ₹5.70/min on a 50,000-minute prepaid POC package — a clean per-minute economic model for ed-tech operations modelling. SARA is brand-safe by design: she discloses she is an AI when asked, never pushes a single university, never guarantees placements, and honours immediate DNC requests on any opt-out keyword.
SARA went live with a 14-working-day deployment (3 days bot preparation, 7 days integration with LeadSquared and knowledge APIs, 2 days internal testing, 2 days UAT). The deployment targets ≥90% lead qualification accuracy, ≥95% information response accuracy on partner-university and program information, ≥95% lead information capture across the 20 disposition fields, ≥95% counsellor hand-off / live-transfer success, ≥98% outbound dial-out success and ≥95% counselling session booking success. Bot initial response latency target is ≤3 seconds at P50. Pricing is configured at ₹5.70/min on a 50,000-minute prepaid POC package — a clean per-minute economic model for ed-tech operations modelling. SARA is brand-safe by design: she discloses she is an AI when asked, never pushes a single university, never guarantees placements, and honours immediate DNC requests on any opt-out keyword.
Before Caller Digital
Counsellor coverage could not sustain 9 AM–9 PM window consistently
Hindi-Hinglish handling varied across counsellors and shifts
Manual capture of 20+ qualification fields was inconsistent
UGC-DEB neutrality across 100+ universities depended on counsellor discretion
Session-booking conversion lost to first-touch latency
No structured AI summary or sentiment scoring on counselling calls
After Caller Digital
Continuous 9 AM–9 PM outbound coverage with consistent Hindi-Hinglish handling
20 LeadSquared disposition fields captured on every connected call
UGC-DEB neutrality enforced as a platform guardrail, not a counsellor habit
Seventeen named objection handlers for the most common student/parent objections
AI Counsellor Summary (180–200 chars) + 2–3-sentence narrative for every call
Session booking with round-robin counsellor assignment from inside the call
Benefits of Integration
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Frequently Asked Questions
An outbound Hindi-Hinglish voice AI counsellor (SARA) for first-level lead qualification of online-degree enquiries across 100+ UGC-DEB partner universities, with counselling-session booking, LeadSquared CRM write-back across 20 disposition fields, and Phase-2 inbound support.
SARA is configured as a brand-safe, UGC-DEB-neutral counsellor: she never pushes a single university across the 100+ partners, never guarantees placements or salary, never makes comparative-ranking claims between universities, and defers exact fee numbers to a human counsellor. She always discloses she is an AI when asked, and honours immediate DNC requests on any opt-out keyword.
Hindi-backbone Hinglish is the default register — Hindi sentence structure with English technical terms (M-B-A, U-G-C, D-E-B, E-M-I spelled letter-by-letter). The agent switches silently to English on two consecutive English-only student turns. Pure 'shudh Hindi' and corporate jargon are both avoided.
Lead ingestion is via real-time / scheduled LeadSquared API fetch with CSV fallback. The agent writes back 20 disposition fields (academic status, course interest, university preference, specialisation, budget, callback time, loan interest, working status, AI summary, lead temperature, recording URL, transcript URL, conversation URL, voicemail flag) to LeadSquared on every call, and creates an Activity per call. Round-robin counsellor assignment for warm transfers and session bookings is handled inside the call flow.
≥90% lead qualification accuracy, ≥95% information response accuracy on partner-university and program information, ≥95% lead information capture across 20 fields, ≥95% counsellor hand-off / live transfer success, ≥90% escalation routing accuracy, ≥98% outbound dial-out success, ≥99% retry logic execution, ≤3-second P50 bot initial response latency, and ≥95% counselling session booking success.
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