- Santriya Technologies is seeking an AI-Enabled Customer Care Executive (Voice / Non-Voice) to resolve customer questions and service requests across voice, chat and email using AI-assisted knowledge retrieval and case summaries, with the employee accountable for accurate, empathetic outcomes.
- Product & documentation operating model: You will be assigned one or more company products, client solutions or operational services.
- The approved product documentation, SOPs, policies, process maps, knowledge articles, release notes, controls, scripts and AI runbooks are the source of truth.
- Use only approved enterprise AI tools to retrieve, summarize, draft, classify, prioritize or automate work.
- Validate material AI outputs against current documentation and authoritative system data, record exceptions, and escalate conflicts or missing guidance.
- Do not invent product features, prices, customer entitlements, engineering limits, regulatory positions or safety instructions.

Key Responsibilities:

- Handle customer contacts according to identity, privacy and product support procedures.
- Use AI to retrieve approved knowledge, summarize history and draft responses; confirm product version, eligibility and policy before communicating.
- Resolve supported issues at first contact and create explicit cases for items requiring specialist action.
- Recognize complaints, vulnerable customers, fraud/security indicators and regulated requests and route correctly.




- Correct AI-generated summaries or recommendations before saving them to systems.
- Maintain tone, empathy and transparency, especially when automation cannot resolve the issue.
- Capture contact reason, outcome and knowledge gaps for analysis.
- Meet service levels without trading off accuracy, privacy or customer protection.
- AI-enabled ways of working:
- Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.
- Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.
- Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.
- Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.
- Human accountability: AI is a copilot, not the accountable decision-maker.
- The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation.
- Credit, fraud blocking, legal/regulatory, financial advice, safety-critical, clinical, employment and other high-impact decisions must follow delegated authority and required human review.
- Success Measures:
- First-contact resolution and satisfaction improve
- Average handling effort reduces responsibly
- Misrouting and repeat contacts decline
- Case notes remain accurate and useful

📌 AI-Enabled Customer Care Executive (Voice / Non-Voice) (Chennai)
🏢 Santriya Technologies
📍 Chennai