Ten agents. Ten job descriptions.
An agent with a vague role improvises, and improvisation is the thing you are buying this desk to eliminate. Each agent is written as a role your supervisor could hand to a new hire — owns, decides alone, must escalate, measured on.
Dispatch AI Supervised
Booking intake, allocation and ETA
Takes ride requests from phone, app and web; matches the rider record; places, amends and cancels bookings in the operator's dispatch system; answers allocation and ETA questions.
Place, amend and cancel bookings within operator policy. Re-allocate a car. Quote an ETA. Read prior trip and access notes.
Anything involving a fare change, a driver complaint, a route the rider disputes, or a booking the system refuses twice.
Booking accuracy, ETA quote accuracy, first-response time on live ride issues.
Watch AI Supervised
Live queue and anomaly monitoring
Watches the live board: queue depth, unallocated rides, cars not moving, ETA slippage, no-car conditions in a zone, and channel backlogs. Raises before anyone complains.
Re-check allocation, prompt a proactive rider message, raise a no-car alert to the operator, flag queue ageing to your supervisor.
Any pattern suggesting a systemic outage, and any anomaly with a safety signature — handed straight to Safety AI and then to a human.
Proactive contact rate, queue ageing, time from anomaly to alert.
Rider Support AI Draft only
Rider-side queries and complaints
Pre-ride and in-ride questions, lost property, service complaints, refund requests and ride history queries across app, chat, email and voice.
Nothing autonomously. It drafts the reply and the proposed action with the policy citation attached.
Everything reaches a rider only after release. Complaints alleging driver misconduct go to Safety AI first, not to a reply queue.
Draft acceptance rate, edit distance on released replies, rider CSAT on resolved contacts.
Driver Support AI Draft only
Driver-side queries and app issues
App and device problems, document expiry reminders, trip and earnings queries, cancellation disputes, shift and incentive questions. Drivers are a customer here, not a resource.
Nothing autonomously. It drafts recovery steps, opens reconstruction cases and prepares document reminders.
Account status questions of any kind, earnings disputes above the ceiling, and anything a driver frames as unfair treatment.
Draft acceptance rate, driver repeat-contact rate, time to first response.
Onboarding AI Supervised
Driver documents to activation
Collects licence, insurance, permit and vehicle documents; checks completeness and expiry; chases every 48 hours; prepares the activation pack when the checklist closes.
Chase, check completeness, flag expiry, order the pipeline, prepare the pack.
Any judgement on whether a document is genuine, any background or right-to-work determination, and the activation decision itself.
Time to activation, pipeline ageing, document rejection rate at operator review.
Fare AI Draft only
Fare disputes and adjustments
Reconstructs disputed fares from trip data, diversions, waiting time, tolls and meter faults; prepares an adjustment with the evidence attached.
Nothing autonomously. It prepares. Under the ceiling, your supervisor releases; above it, a named approval is required in code.
Every adjustment above $25. Any dispute alleging deliberate overcharging. Any pattern suggesting a fare-structure fault rather than a one-off.
Reconstruction accuracy, dispute reopen rate, adjustment value against benchmark.
Payments AI Draft only
Payouts, wallets and settlement
Driver payout and wallet queries, incentive calculations, settlement reconciliation against the operator's ledger, and short-payment identification.
Nothing autonomously. It reconciles and drafts.
Any funds movement, any payout hold or release, and any discrepancy above the ceiling.
Reconciliation accuracy, unexplained variance, query resolution time.
Safety AI Escalate only
Incident triage and immediate handover
Watches for trip anomalies, SOS signals, accident notifications and conduct complaints. Classifies, collates trip record, route, both parties and history — and stops.
Nothing. It has no reply tool and no closure tool. Triage and handover are its entire function.
Everything, within 60 seconds, at any hour, to a named human. There is no threshold and no exception.
Time from signal to human, classification accuracy, false-negative rate (target zero).
Fleet AI Supervised
Fleet partner accounts and compliance
Fleet partner account setup, vehicle register maintenance, inspection and compliance expiry tracking, and fleet-level reporting to the operator.
Maintain the register, track and flag expiry, prepare fleet reporting, chase compliance items.
Any decision to suspend a fleet or a vehicle, and any commercial term with a fleet partner.
Register accuracy, compliance expiry lead time, fleet reporting timeliness.
Quality AI Supervised
Rating patterns and coaching flags
Watches rider ratings, complaint themes and cancellation patterns by driver and by zone; raises coaching flags to the operator early rather than at review time.
Compile patterns, raise coaching flags, produce zone and driver reporting.
Any recommendation affecting a driver's standing, earnings or account. Those go to the operator through your supervisor, never direct.
Flag precision, lead time before an issue becomes a complaint.
Specialists, added when volume justifies them.
Bought in blocks of five for ₹1,85,000 when allocated volume grows. A block adds about ₹1,06,000 a month after its own running cost, repaying itself in under two months. You never carry crew you are not being paid to run.
Time-zone specialists
Agents tuned to a specific market's idiom, address formats and service expectations — a US desk and a UK desk do not sound the same, and riders notice.
Airport & venue desks
Dedicated handling for airport terminals, stadiums and event venues, where access rules, pickup bays and surge behaviour are their own discipline.
Corporate & account rides
Business accounts, billing codes, cost-centre allocation and monthly invoicing for operators with a corporate book.
Claims support
Evidence collation for insurance and damage claims — collation only. No claim is ever accepted, denied or commented on by any agent.
Bench auditor
An internal agent that samples the crew's own output ahead of the weekly QC pass, catching drift before it reaches a scorecard.
Operator reporting
Client-facing performance packs, anomaly narration and month-end reporting for every operator you hold.
Roles on paper are one thing. Watch them run.
A ride-along shows the crew working the live queue, the review lane filling, and Safety AI refusing to touch a flag it has just raised.