All Case Studies

All Case Studies

How Namma Yatri Strengthened Platform Integrity with Prodloop

How Namma Yatri Strengthened Platform Integrity with Prodloop

brown wooden round table with chairs
brown wooden round table with chairs

Company Description

Namma Yatri is a people-first, open mobility platform that puts drivers and customers at the heart of urban transport

Company Size

50+

Industry

Mobility

Challenge

Challenge

Namma Yatri is a people-first, open mobility platform that puts drivers and customers at the heart of urban transport. Built on the ONDC network, it is driven by a mission to make public transport fair, transparent, and trustworthy. With over 100 million rides completed, 6 million+ customers, and 200,000+ driver-partners, Namma Yatri connects cities every day through a community-powered ecosystem.

Maintaining platform integrity and ensuring a fair, transparent experience for customers is paramount. A significant challenge impacting customer trust was instances where drivers requested additional charges beyond the agreed-upon app fare during driver-customer calls.

Solution

Solution

Prodloop deployed its AI-driven voice analysis platform to automatically analyze driver-customer call recordings for Namma Yatri. The platform was specifically configured to identify conversations indicating requests for extra charges.


  • Targeted Detection: Fine-tuned voice AI models were trained to accurately detect patterns associated with demands for additional payment in relevant local Indian languages and dialects.

  • Scalable Processing: The automated pipelines efficiently process >100K minutes of driver-customer call audio files in a month.

  • Actionable Data Feed: Prodloop provided this quantified data directly to Namma Yatri, integrating seamlessly with their driver scoring systems.

This automated analysis provided Namma Yatri with unprecedented visibility into the scale and frequency of this specific issue, enabling data-driven action.

Results

Results

Enabled Data-Driven Improvement in Platform Integrity: The insights generated by Prodloop's analysis provided concrete, quantified evidence of drivers requesting extra charges.

  • Direct Impact on Driver Scoring: This crucial data was directly factored into Namma Yatri's internal driver scoring mechanism. By systematically identifying and scoring this behavior, Namma Yatri could influence driver allocation and incentivize adherence to platform fare rules.

  • Scalable Monitoring: Prodloop has analyzed > 250K minutes of audio until now and has demonstrated the platform's ability to monitor behavior effectively at scale.

  • Enhanced Customer Experience: By addressing the issue of extra charges through data-driven scoring and supply influence, Namma Yatri aims to significantly improve overall customer trust and satisfaction on the platform.

0K

Overcharge Detection Cases

0%

Decrease in overcharging drivers

“Prodloop is a responsive and essential partner in our mission to ensure platform integrity. The platform provided the actionable data to identify drivers requesting extra fares at scale, which directly strengthened our driver scoring and our ability to enforce fair pricing for our customers.

Their voice AI is integral to our operations, powering automated audits and delivering critical product insights.”

Magizhan Selvan

Magizhan Selvan

CEO

CEO

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Achieving 25% improvement in assisted buying conversion and 85% time savings in Manual QA

10% Boost in first call resolution

20% Increase in assisted buying conversion

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Achieving 25% improvement in assisted buying conversion and 85% time savings in Manual QA

10% Boost in first call resolution

20% Increase in assisted buying conversion

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All Case Studies

All Case Studies

How Namma Yatri Strengthened Platform Integrity with Prodloop

brown wooden round table with chairs

Company Description

Namma Yatri is a people-first, open mobility platform that puts drivers and customers at the heart of urban transport

Company Size

50+

Industry

Mobility

Challenge

Namma Yatri is a people-first, open mobility platform that puts drivers and customers at the heart of urban transport. Built on the ONDC network, it is driven by a mission to make public transport fair, transparent, and trustworthy. With over 100 million rides completed, 6 million+ customers, and 200,000+ driver-partners, Namma Yatri connects cities every day through a community-powered ecosystem.

Maintaining platform integrity and ensuring a fair, transparent experience for customers is paramount. A significant challenge impacting customer trust was instances where drivers requested additional charges beyond the agreed-upon app fare during driver-customer calls.

Solution

Prodloop deployed its AI-driven voice analysis platform to automatically analyze driver-customer call recordings for Namma Yatri. The platform was specifically configured to identify conversations indicating requests for extra charges.


  • Targeted Detection: Fine-tuned voice AI models were trained to accurately detect patterns associated with demands for additional payment in relevant local Indian languages and dialects.

  • Scalable Processing: The automated pipelines efficiently process >100K minutes of driver-customer call audio files in a month.

  • Actionable Data Feed: Prodloop provided this quantified data directly to Namma Yatri, integrating seamlessly with their driver scoring systems.

This automated analysis provided Namma Yatri with unprecedented visibility into the scale and frequency of this specific issue, enabling data-driven action.

Results

Enabled Data-Driven Improvement in Platform Integrity: The insights generated by Prodloop's analysis provided concrete, quantified evidence of drivers requesting extra charges.

  • Direct Impact on Driver Scoring: This crucial data was directly factored into Namma Yatri's internal driver scoring mechanism. By systematically identifying and scoring this behavior, Namma Yatri could influence driver allocation and incentivize adherence to platform fare rules.

  • Scalable Monitoring: Prodloop has analyzed > 250K minutes of audio until now and has demonstrated the platform's ability to monitor behavior effectively at scale.

  • Enhanced Customer Experience: By addressing the issue of extra charges through data-driven scoring and supply influence, Namma Yatri aims to significantly improve overall customer trust and satisfaction on the platform.

0K

Overcharge Detection Cases

0%

Decrease in overcharging drivers

“Prodloop is a responsive and essential partner in our mission to ensure platform integrity. The platform provided the actionable data to identify drivers requesting extra fares at scale, which directly strengthened our driver scoring and our ability to enforce fair pricing for our customers.

Their voice AI is integral to our operations, powering automated audits and delivering critical product insights.”

Magizhan Selvan

CEO

Read more Case Studies

How PepperFry revolutionized its customer experience through AutoQA

Achieving 25% improvement in assisted buying conversion and 85% time savings in Manual QA

10% Boost in first call resolution

20% Increase in assisted buying conversion

Read Case Study

How PepperFry revolutionized its customer experience through AutoQA

Achieving 25% improvement in assisted buying conversion and 85% time savings in Manual QA

10% Boost in first call resolution

20% Increase in assisted buying conversion

Read Case Study

How PepperFry revolutionized its customer experience through AutoQA

Achieving 25% improvement in assisted buying conversion and 85% time savings in Manual QA

10% Boost in first call resolution

20% Increase in assisted buying conversion

Read Case Study

Tired of incomplete, costly quality audits that miss critical insights?

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Tired of incomplete, costly quality audits that miss critical insights?

Request a Demo

Request a Demo

Tired of incomplete, costly quality audits that miss critical insights?

Request a Demo

Request a Demo