Voice Bot Requirement Gathering

Use this discovery form during client workshops to capture every key decision needed to scope an AI voice bot engagement.

1. Client Information

Client Name Industry / Sector Primary Contact Person Designation Email Phone Number

Project Stakeholders (Business / Tech / Operations)

2. Use Case Details Primary Objective of the Voice Bot Use Case Description / Workflow Stage in Customer Journey Expected Business KPI

3. Line of Business (LOB) Products / LOB supported

Product Name Ticket Size Range Customer Segment

4. Customer Persona

Customer Type:

Age Group Geography Digital Familiarity

Likely to engage via phone? Familiar with IVR / bots? Preference for local language?

Pain Points / Needs

Preferred Languages / Localisation needs Engagement Behaviors

5. Languages & Tone

Select all languages to launch with:

Preferred Tone (Formal / Friendly / Conversational / Authority) Future language expansion planned?

6. Volume Expectations

Expected Monthly Call Volume Expected Daily Call Volume Peak Hour Call Volume

Call Direction Expected Campaign Duration

Campaign Pattern (batch vs real-time)

7. Call Flow Design

Do you already have a call script?

Existing Script / Flow Notes

Bot actions needed:

Ask Questions Collect Responses Transfer to Agent Send Payment Links Schedule Callbacks

Maximum Call Duration (mins) Number of Interaction Steps

7b. Out of Scope & handling

8. Integrations

Systems to integrate:

Additional integration details API availability / Data fields required

Type of lines required Who bears the telephony cost? Max throughput per day (calls) Hour specification

9. Data Requirements Data fields available for calling (name, phone, amount, etc.) Data Source / Format (CSV, API, CRM)

10. Compliance & Governance Regulatory guidelines to follow (RBI/TRAI/Internal)

Consent available for calling? Preferred calling window

11. Escalation & Human Handoff Handoff criteria (when should the bot transfer to a human?)

Agent availability hours Agent queue integration required?

12. Reporting & Analytics Reports required (connection rate, commitments, language performance...) Frequency (daily / weekly / campaign-level)

13. Success Criteria Success metrics (% calls answered, % leads qualified, etc.)

14. Timeline

Desired Go-Live Date Pilot or Full Rollout? Pilot Volume

15. Additional Notes Special instructions / sample scripts / files