Driver onboarding and 24x7 multilingual rider support.

The challenge

Driver onboarding leans on document collection and verification that the ops team handles by hand, and rider-side support after-hours falls through the cracks. The platform already exists; the missing piece is a 24x7 agent layer that handles intake and support across multiple Indian languages.

How we approached it

Ajuni is scoping a city-by-city pilot on top of the existing Buddy Cabs platform, with Asha handling both driver-side onboarding chat and rider-side support across web, app, and WhatsApp. The pilot will plan for six languages on launch and a sub-30-second first-response SLA on the rider channel.

What the pilot will prove

• Pilot will prove sub-30-second first-response on rider chat
• Pilot will prove 6-language coverage at launch
• In scope: driver-side onboarding document chat
• In scope: 24x7 rider support across web, app, WhatsApp
• Scoping target: city-by-city national rollout

Stack & guardrails

Timeline

1. Week 0–1

   City-pilot scoping

   First-pilot city selected with ops; rider and driver flows mapped end to end.

2. Week 2–3

   Platform integration

   Asha wired into Buddy Cabs platform; KYC connector tested against samples.

3. Week 4

   Single-city shadow

   Live in one city; first-response and resolution rates tracked daily.

4. Week 5

   Pilot review

   Pilot reviewed with ops leadership; next-city rollout decision finalised.