Agentic Voice – AI Driven Voice Automation for BFSI

Empower Customer Conversations with AI-First Voice Automation

In today’s highly competitive BFSI landscape, customer expectations for fast, accurate, and personalized voice support are rising rapidly. Agentic Voice by MLAI Digital is an AI-driven voice automation solution built to modernize customer interactions across banking, financial services, and insurance.

Powered by Azure AI, large language models (LLMs), and intelligent agent workflows, MLAI Digital’s Agentic Voice transforms traditional IVR and call-center operations into conversational, context-aware, and scalable voice experiences without increasing operational costs.

Why Agentic Voice?

Banks, NBFCs, and insurers manage millions of voice interactions every month from balance inquiries and policy servicing to payment reminders and complaint handling. Legacy IVR systems lack intelligence, personalization, and flexibility.

MLAI Digital designed Agentic Voice to bridge this gap by combining conversational AI with enterprise-grade security and compliance, enabling BFSI organizations to automate complex voice workflows while maintaining regulatory trust.

With Agentic Voice from MLAI Digital, BFSI enterprises can:

Reduce call handling time and operational overhead.
Improve first-call resolution using AI-based intent detection.
Deliver proactive outbound voice engagement.
Maintain complete audit trails for compliance.

Key Features

Intelligent Call Handling

Automatically manage inbound customer calls by understanding intent, urgency, and context in real time. Handle balance inquiries, policy questions, loan servicing, and complaints without agent dependency.

Intelligent Call Handling

Automated Outbound Voice Campaigns

Trigger proactive voice calls for EMI reminders, premium renewals, payment follow-ups, and service alerts. Deliver consistent, personalized messaging at scale with zero manual intervention.

Automated Outbound Voice Campaigns

Trigger proactive voice calls for EMI reminders, premium renewals, payment follow-ups, and service alerts. Deliver consistent, personalized messaging at scale with zero manual intervention.

Context-Aware Conversations

Fetch customer data securely from core banking, CRM, and policy systems to tailor every conversation dynamically. Ensure responses are relevant, accurate, and human-like—not scripted.

Context-Aware Conversations

Fetch customer data securely from core banking, CRM, and policy systems to tailor every conversation dynamically. Ensure responses are relevant, accurate, and human-like—not scripted.

Sentiment & Call Intelligence

Detect customer sentiment such as frustration or urgency during live calls. Use analytics and insights to prioritize escalations, improve service quality, and optimize customer experience.

Sentiment & Call Intelligence

Detect customer sentiment such as frustration or urgency during live calls. Use analytics and insights to prioritize escalations, improve service quality, and optimize customer experience.

Loan & Policy Servicing Automation

Automate common servicing workflows including loan status checks, EMI confirmations, policy details, and renewal eligibility through intelligent voice interactions.

Loan & Policy Servicing Automation

Automate common servicing workflows including loan status checks, EMI confirmations, policy details, and renewal eligibility through intelligent voice interactions.

End-to-End Voice Workflow Integration

Seamlessly integrate with IVR, CTI, CRM, ticketing tools, and Azure services to enable unified, enterprise-grade voice automation across BFSI operations.

End-to-End Voice Workflow Integration

Seamlessly integrate with IVR, CTI, CRM, ticketing tools, and Azure services to enable unified, enterprise-grade voice automation across BFSI operations.

Key Features

Intelligent Call Handling

Context-Aware Conversations

Fetch customer data securely from core banking, CRM, and policy systems to tailor every conversation dynamically. Ensure responses are relevant, accurate, and human-like not scripted.

Context-Aware Conversations

Fetch customer data securely from core banking, CRM, and policy systems to tailor every conversation dynamically. Ensure responses are relevant, accurate, and human-like not scripted.

Loan & Policy Servicing Automation

Automate common servicing workflows including loan status checks, EMI confirmations, policy details, and renewal eligibility through intelligent voice interactions.

Loan & Policy Servicing Automation

Automate common servicing workflows including loan status checks, EMI confirmations, policy details, and renewal eligibility through intelligent voice interactions.

Automated Outbound Voice Campaigns

Trigger proactive voice calls for EMI reminders, premium renewals, payment follow-ups, and service alerts. Deliver consistent, personalized messaging at scale with zero manual intervention.

Automated Outbound Voice Campaigns

Trigger proactive voice calls for EMI reminders, premium renewals, payment follow-ups, and service alerts. Deliver consistent, personalized messaging at scale with zero manual intervention.

Sentiment & Call Intelligence

Detect customer sentiment such as frustration or urgency during live calls. Use analytics and insights to prioritize escalations, improve service quality, and optimize customer experience.

Sentiment & Call Intelligence

Detect customer sentiment such as frustration or urgency during live calls. Use analytics and insights to prioritize escalations, improve service quality, and optimize customer experience.

End-to-End Voice Workflow Integration

Seamlessly integrate with IVR, CTI, CRM, ticketing tools, and Azure services to enable unified, enterprise-grade voice automation across BFSI operations.

End-to-End Voice Workflow Integration

Seamlessly integrate with IVR, CTI, CRM, ticketing tools, and Azure services to enable unified, enterprise-grade voice automation across BFSI operations.

Built for Intelligent Voice Excellence

Agentic Voice by MLAI Digital is purpose-built for the Banking, Financial Services, and Insurance (BFSI) sector. Its AI-driven, agentic voice automation framework is designed to meet strict regulatory requirements, enhance security, and integrate seamlessly with existing IVR, core banking, and customer engagement systems.

Our voice automation solutions have been successfully applied across BFSI organizations, helping them optimize:

Inbound Customer Support & Contact Center Operations
EMI, Payment & Premium Reminder Calls
Loan Servicing & Policy Assistance
Complaint Management & Service Escalations
Proactive Customer Communication & Alerts

Built on Azure-native architecture, Agentic Voice from MLAI Digital enables scalable, compliant, and context-aware voice interactions that reduce operational costs while improving customer experience.

Get In Touch

We’d love to hear from you! Reach out today to discuss your ideas, questions, or project requirements.

Quick response time

Expert guidance

Freindly support

Key Features

Intelligent Call Handling

Automated Outbound Voice Campaigns

Trigger proactive voice calls for EMI reminders, premium renewals, payment follow-ups, and service alerts. Deliver consistent, personalized messaging at scale with zero manual intervention.

Context-Aware Conversations

Fetch customer data securely from core banking, CRM, and policy systems to tailor every conversation dynamically. Ensure responses are relevant, accurate, and human-like not scripted.

Sentiment & Call Intelligence

Detect customer sentiment such as frustration or urgency during live calls. Use analytics and insights to prioritize escalations, improve service quality, and optimize customer experience.

Loan & Policy Servicing Automation

Automate common servicing workflows including loan status checks, EMI confirmations, policy details, and renewal eligibility through intelligent voice interactions.

End-to-End Voice Workflow Integration

Seamlessly integrate with IVR, CTI, CRM, ticketing tools, and Azure services to enable unified, enterprise-grade voice automation across BFSI operations.

Comparison

The Challenges People Face and How Agentic Voice Helps

Problem BFSI Teams Face

How Agentic Voice Helps

High Volume of Inbound Calls

Customer service teams struggle to manage thousands of repetitive voice inquiries related to account details, loan status, policy information, and service requests.

Intelligent Call Automation

Agentic Voice by MLAI Digital handles routine inbound calls using conversational AI, reducing agent load while improving first-call resolution.

Manual Outbound Calling

EMI reminders, premium renewals, payment follow-ups, and service notifications rely heavily on manual or semi-automated calling processes.

Automated Voice Campaigns

Agentic Voice triggers personalized outbound voice calls at scale, ensuring consistent, timely, and compliant customer communication.

Slow Issue Resolution

Traditional IVR flows and agent handoffs increase call duration and delay resolution of customer issues.

Real-Time Voice Processing

Agentic Voice understands intent instantly, executes workflows in real time, and resolves issues faster improving turnaround time and customer satisfaction.

Real-Time Processing

Papyrus AI handles transactions, KYC validations, and EMI checks instantly improving turnaround time and customer satisfaction.

Lack of Personalization

Disconnected systems prevent agents and IVRs from accessing customer context during live calls.

Context-Aware Conversations

Agentic Voice securely pulls data from core banking, CRM, and policy systems to deliver personalized, relevant responses in every interaction.

Limited Visibility into Customer Sentiment

Banks and insurers lack real-time insight into customer frustration, urgency, or escalation needs during calls.

Sentiment & Call Intelligence

Agentic Voice detects sentiment and emotional cues in real time, enabling proactive escalation and better service prioritization.

Compliance & Audit Challenges

Voice interactions are difficult to track, audit, and validate against BFSI regulatory requirements.

Compliance-Ready Voice Automation

Agentic Voice automatically logs call transcripts, metadata, and audit trails supporting regulatory compliance and governance standards.

Rising Contact Center Costs

High dependency on human agents and outdated IVR systems increases operational costs and limits scalability.

Cost-Efficient Voice Operations

Agentic Voice reduces agent workload and call handling costs while enabling scalable, AI-driven voice automation.

Problem BFSI Teams Face

High Volume of Inbound Calls

Customer service teams struggle to manage thousands of repetitive voice inquiries related to account details, loan status, policy information, and service requests.

Manual Outbound Calling

EMI reminders, premium renewals, payment follow-ups, and service notifications rely heavily on manual or semi-automated calling processes.

Slow Issue Resolution

Traditional IVR flows and agent handoffs increase call duration and delay resolution of customer issues.

Lack of Personalization

Disconnected systems prevent agents and IVRs from accessing customer context during live calls.

Limited Visibility into Customer Sentiment

Banks and insurers lack real-time insight into customer frustration, urgency, or escalation needs during calls.

Compliance & Audit Challenges

Voice interactions are difficult to track, audit, and validate against BFSI regulatory requirements.

Rising Contact Center

Costs

High dependency on human agents and outdated IVR systems increases operational costs and limits scalability.

Intelligent Call Automation

Agentic Voice by MLAI Digital handles routine inbound calls using conversational AI, reducing agent load while improving first-call resolution.

Automated Voice Campaigns

Agentic Voice triggers personalized outbound voice calls at scale, ensuring consistent, timely, and compliant customer communication.

Real-Time Voice Processing

Agentic Voice understands intent instantly, executes workflows in real time, and resolves issues faster improving turnaround time and customer satisfaction.

Context-Aware Conversations

Agentic Voice securely pulls data from core banking, CRM, and policy systems to deliver personalized, relevant responses in every interaction.

Sentiment & Call Intelligence

Agentic Voice detects sentiment and emotional cues in real time, enabling proactive escalation and better service prioritization.

Compliance-Ready Voice Automation

Agentic Voice automatically logs call transcripts, metadata, and audit trails supporting regulatory compliance and governance standards.

Cost-Efficient Voice Operations

Agentic Voice reduces agent workload and call handling costs while enabling scalable, AI-driven voice automation.

How Agentic Voice Helps

Get In Touch

We’d love to hear from you! Reach out today to discuss your ideas, questions, or project requirements.

Quick response time

Expert guidance

Friendly support