An AI voice agent for cloud kitchens: answer every call

These problems usually start with a call nobody took:

• Zomato/Swiggy commissions eat your margin.
• Customers order once, platforms own them. Zomato knows your customers. You don't. They can recommend competitors on your next order.
• Repeat orders leak to the aggregator. A customer who ordered direct last week orders through Zomato this week, because nothing reminded them you exist.

Most calls are "where is my order" and delivery-area questions, which spike at peak hours when the kitchen is flat out.

Regulars who prefer to order by phone, customers chasing a delivery, and people asking about bulk orders for parties or offices. The kitchen is busy cooking and the phone rings out — which is why many cloud kitchens stop answering at all.

Vajra, Reputoo's voice agent, runs the same workflows over the phone that the WhatsApp agent runs in chat:

1. Customer orders directly on WhatsApp — Bot takes the order, generates invoice, and collects payment — zero commission.
2. Live delivery updates sent automatically — Order confirmed, out for delivery, and delivered — each update sent on WhatsApp.
3. Post-delivery re-order prompt — After delivery, an automated thank-you with a one-tap re-order link.
4. Win-back for 7-day inactive customers — Customers who haven't ordered in 7 days get a personalised re-order offer.

After each call the caller can get a WhatsApp message with the details, and staff see the call in the call log.

• 36 languages, switching to the caller's — useful where customers mix languages in one sentence.
• After hours it takes the booking or the message instead of letting the call ring out.
• Live transfer to a staff member when the caller asks for one or the call needs a person.
• Outbound calls for reminders and follow-ups, within the calling hours you set. Order and dispatch updates in real time; promotions just before lunch and dinner decision windows, when people open food apps.

What stays with your staff: Wrong or missing items, refunds and food-safety complaints need a person quickly — delivery complaints escalate fast.

The agent reads the order status and tells the caller where the food is and when it will arrive, with the rider's name. Late orders are flagged to staff.

A monthly voice add-on of ₹1,999 (or $29) on top of your Reputoo plan, plus call minutes billed from a prepaid wallet at ₹4–12 a minute depending on the number and route.

Compare that with the cost of the calls going unanswered, or with the hours staff spend on routine calls, and decide from your own call volume.

For large orders, the agent takes the date, headcount, dishes and address, and books a callback with the manager to confirm pricing and timing.

• Complaints and refunds.
• Severe allergy confirmations.
• Bulk-order pricing.

A kitchen taking 30 calls a day at about two minutes each uses around 60 minutes a day, roughly 1,800 a month. At ₹4–12 a minute from the prepaid wallet that is ₹7,200–₹21,600 a month in minutes, plus the ₹1,999 monthly add-on. Direct orders taken by phone avoid aggregator commission.

1. Load menus, delivery area and hours.
2. Connect order status.
3. Test an order, a status call and a complaint.

Some of a kitchen's best customers order by phone every week. The agent recognises them, offers their usual order and address, and confirms in seconds — the same service they got when someone answered, without pulling a cook off the line.

Subscribers call to skip a day, pause for travel or change the address. The agent makes the change within your rules and confirms on WhatsApp.

During the rush the agent gives honest, longer delivery times from the kitchen's queue, and if the kitchen has paused orders, says so and offers a later slot.

A caller with a wrong or missing item gets an apology, a WhatsApp link to send a photo, and a quick callback from staff. The agent never decides refunds.

The agent follows the caller's language and understands dish names as customers say them.

Answer with the brand's name — each brand number can have its own greeting — and end by repeating the order, total and time, and saying the confirmation is on WhatsApp.

Track phone orders taken without staff, missed calls before and after, and complaints resolved. Review call summaries weekly for dishes the agent mishears.

Callers nearby can order for pickup; the agent gives a ready time and directions to the pickup window and sends them to WhatsApp.

For busy evenings, callers pre-order party platters for a set time. The agent takes the order and headcount, checks the kitchen's capacity for that slot, and confirms on WhatsApp.

Callers asking about licences and preparation get the factual answers you have written. The agent does not improvise claims about the kitchen.

Direct customers can ask their loyalty balance and redeem a reward on the order; the agent applies it per your rules.

Regulars and complaining customers sometimes ask for the manager. The agent transfers when someone is free or books a fast callback, noting the order.

Pick a friendly, quick voice per brand and keep order calls short. Review summaries in the first weeks and adjust.

Riders and customers call about directions. The agent gives the customer the rider's name and status, and passes delivery instructions to the rider where your system allows, so cooks are not interrupted by directions calls.

When the kitchen has paused orders, the agent tells callers honestly and offers a later time, rather than taking an order it cannot deliver.

Callers ask what is spicy, what is vegetarian, what serves four. The agent answers from the menu tags and portions and suggests combos within the caller's budget.

Late-night customers call when they cannot be bothered with an app. The agent takes their order in seconds, confirms on WhatsApp, and the kitchen keeps cooking.

New callers give incomplete addresses. The agent asks for a landmark, reads the address back, and saves it for next time. It sends a WhatsApp message asking for a location pin when the address is hard to find.

Callers ask for changes — less spicy, no onion, extra gravy. The agent accepts only what the kitchen can do, reads the changes back, and declines the rest before confirming the order.

Office admins call with team orders. The agent takes the headcount and dishes, suggests packages, confirms the time, and sends the order and invoice details to WhatsApp.

The agent shares order and address details only with the customer on record. A caller asking about another person's order is offered a message to that customer.

Office regulars call in the morning to pre-order lunch. The agent takes the order before the cut-off, confirms the delivery time, and sends it to WhatsApp so the office admin has a record.

Callers ordering for a group give everyone's choices; the agent reads the full order back, confirms the total and time, and sends tracking to the caller.

Customers call about refunds for missing items. The agent reads the status — approved, processing, sent — and books a callback if it is overdue.

"Same as last time" is enough: the agent finds the caller's last order, reads it back with the address and total, and confirms on WhatsApp.

Read call summaries weekly with the kitchen lead: dishes the agent misheard, addresses it struggled with, and questions it could not answer. Each fix shortens next week's calls.

Callers say "leave it with security" or "call when you reach". The agent saves the instruction with the address and adds it to the rider's ticket, so the rider does not need to call back.

For kitchens running several brands, each brand's number answers with its own name and menu, so callers never hear a different brand than the one they dialled.