Every call opens by saying it is an AI.

The opening sentence

The first thing every Scandum AI employee says on every call, inbound or outbound, in the language the call is answered in. [business] is the name of the business the employee works for.

If the caller switches language mid-call, the disclosure has already been given; the assistant follows the caller.

What the AI never does

Each AI employee carries its own list, enforced in code, printed on its page. Together:

• AI Receptionist: Never invents a price, a slot or a doctor's availability; it reads them.
• AI Receptionist: Never pretends to be human; every call opens with a disclosure.
• AI Receptionist: Never calls a lapsed customer with an offer unless you are registered for promotional calling.
• Lead Qualifier: Never calls a number on the do-not-disturb registry with a promotional script.
• Lead Qualifier: Never dials more than the retry ladder you set.
• Lead Qualifier: Never marks a lead qualified without the four answers on the record.
• Appointment Coordinator: Never sends an offer inside a reminder.
• Appointment Coordinator: Never calls a customer more than twice about one missed appointment.
• Sales Follow-up: Never discounts on its own; it records the objection and asks you.
• Sales Follow-up: Never calls a customer who asked not to be called again.
• Admissions Counsellor: Never promises a result, a rank or a placement.
• Admissions Counsellor: Never quotes a fee that is not in the knowledge hub.
• Customer Support: Never issues a refund on its own; it prepares it and asks you.
• Customer Support: Never argues with a customer; it hands over.
• Collections Assistant: Never threatens, never calls outside business hours, never contacts anyone but the customer.
• Collections Assistant: Never continues after a payment or a dispute.
• Sales Manager: Never counts a booking the calendar has not confirmed.
• Sales Manager: Never changes a price or a policy.

Across all of them: it never pretends to be human, never invents a price, a slot or a policy, never calls a number on the do-not-disturb registry with a promotional script, and never continues a conversation the customer has asked to end.

How to reach a human

Say so, in any of the three languages: “I want to speak to a person”, “మనిషితో మాట్లాడాలి”, “किसी इंसान से बात करनी है”. The assistant takes a message, files a task for the business with the recording attached, and tells the caller when to expect a call back. Anything the assistant cannot answer is handled the same way: it says it does not know, and hands over. A caller can also write to the business directly; its contact details are read out on request.

Recording notice

Calls handled by a Scandum AI employee are recorded and transcribed so the business can act on them and so each call can be quality-scored. The recording belongs to the business's workspace, is kept for the period in that business's consent notice, and is deleted when the period ends. Nothing in a recording is used to train a model for anyone else. The privacy notice has the rest.

Outbound calls

Outbound calls go only to people who enquired with the business, within the window its consent notice states. The do-not-disturb registry is checked before every dial. Promotional calls need the business's DLT registration and are not placed without it.

Questions about this statement

Write to contact@scandum.com. If something here does not match what you heard on a call, tell us the number and the time and we will listen to the recording.