Multilingual Voice AI for Property-Tax Recovery
Client context
A large municipal corporation wanted to improve property-tax recovery by reaching thousands of citizens within a limited collection window.
The existing process depended heavily on manual calling, field teams, notices and fragmented follow-up. While the corporation had access to taxpayer and property records, it lacked a scalable way to conduct personalised outreach across a large number of properties.
The challenge
Municipal recovery teams were required to contact a high volume of property owners within short campaign periods.
The traditional approach created several operational constraints:
- Manual calling required significant time and staffing
- Contact outcomes were not captured consistently
- Citizens preferred communication in different languages
- Recovery teams could not easily prioritise follow-up
- Missed calls and incomplete conversations were difficult to track
- Call-centre capacity was limited during peak collection periods
- Payment data and outreach data remained disconnected
The corporation needed a solution that could conduct high-volume outreach without removing human oversight or disrupting existing property-tax systems.
Our approach
We designed and deployed a multilingual Voice AI system for property-tax recovery.
The solution used municipal property and demand data to initiate automated outbound calls, communicate tax-related information and capture citizen responses.
The Voice AI agent could:
- Call property owners at scale
- Communicate in multiple languages
- Inform citizens about outstanding property-tax obligations
- Capture responses and payment intent
- Identify interested, unavailable or unreachable citizens
- Trigger WhatsApp follow-up messages
- Record call outcomes for recovery teams
- Support further action by municipal officers and field teams
The system operated as an intelligence and engagement layer over the corporation’s existing tax infrastructure.
Solution components
- Integration with property-tax and taxpayer records
- Multilingual conversational Voice AI
- Automated outbound calling
- Dynamic call scripting based on available property data
- Citizen response and intent capture
- Call recording and outcome classification
- WhatsApp webhook integration
- Recovery dashboards and campaign reporting
- Payment reconciliation support
- Follow-up lists for municipal teams
- Scalable cloud-based calling architecture
Pilot execution
The initial deployment was completed through a rapid prototype-and-pilot model:
- Approximately 20 days for solution development and preparation
- A 7-day live pilot
- Approximately 30,200 automated calls
- Outreach covering around 17,600 properties
- Approximately 7,500 connected calls
- Concurrent calling capacity of approximately 50 calls
Business impact
- Approximately 1,360 properties made payments after the outreach
- Around ₹75 crore in post-call payments were observed during the tracked campaign period
- A broader recovery value of approximately ₹88 crore was linked to contacted, missed-call and short-duration outreach groups
- Calls with meaningful conversation duration were associated with approximately ₹18 crore in recovery
- Enabled the corporation to contact thousands of taxpayers within a few days
- Reduced dependence on manual telecalling for first-level outreach
- Provided structured campaign data for subsequent recovery action
- Improved the ability to coordinate calls, WhatsApp messages and field follow-up
- Demonstrated the viability of Voice AI for large-scale municipal revenue campaigns
Operational value
A manual campaign of similar scale could require a sizeable telecalling team and substantial recurring operational expenditure.
The Voice AI model enabled the corporation to execute high-volume campaigns using a smaller central team while retaining human officers for escalation, resolution and high-value recovery.
Strategic value
The project demonstrated how municipal corporations can use conversational AI not merely as a citizen-information tool, but as an active revenue-enablement system.
The same architecture can be extended to:
- Property-tax reminders
- Water-bill collection
- Trade-licence renewals
- Grievance follow-up
- Public-service notifications
- Survey and citizen-feedback campaigns
- Emergency and public-awareness communication
Capabilities demonstrated
Conversational AI, multilingual voice systems, municipal revenue recovery, workflow automation, data integration, citizen engagement, campaign intelligence and rapid public-sector deployment.