Multilingual Voice Agent for Banking Service Requests

• Head of Contact Centre
• Head of Digital Channels
• Chief Information Security Officer
• Customer Experience Head

Most calls to a bank contact centre are routine: block a card, request a statement, order a cheque book or check a pending UPI dispute. Menu-driven IVRs handle these poorly for callers who think in Hindi, Marathi or Tamil, so they wait for an agent or visit the branch, and agents spend their day on requests that follow a script.

We build a voice agent that answers on your existing telephony and speaks with callers in Hindi, Hinglish, English and the regional languages you choose. It identifies the caller from the registered mobile number and completes authentication through your existing methods, such as a T-PIN or OTP entered on the keypad and checked by your authentication service. Once the caller is authenticated, it handles approved service intents through your bank's APIs: hotlisting a card, sending a statement to the registered email, ordering a cheque book or reading out the status of a complaint. Anything outside the approved list, and any sign of distress or fraud, goes to a human agent with a summary on screen.

• Speech recognition and replies in Hindi, Hinglish, English and selected regional languages, with mid-call language switching
• Caller identification and step-up authentication through the bank's existing T-PIN or OTP services
• Approved service intents executed through bank APIs, such as card hotlisting, statements and cheque book requests
• Status read-outs for complaints, UPI disputes and service requests from the CRM
• Fraud and distress cues trigger immediate transfer to a human agent
• Warm handover with transcript summary and authentication status on the agent desktop

1. 01Answer and detect languageThe agent greets the caller, detects the preferred language and lets the caller switch at any point.
2. 02Identify and authenticateThe registered mobile number identifies the customer, and a keypad T-PIN or OTP checked by bank systems completes authentication.
3. 03Understand the requestThe caller's words are mapped to the approved intent list, and an unclear request gets one clarifying question.
4. 04Check whether it can actIf the intent is approved and the authentication level is sufficient, the agent proceeds; otherwise it transfers.
5. 05Execute through bank APIsThe agent calls the relevant service API, confirms the action with the caller and sends an SMS confirmation.
6. 06Hand over or closeTransfers carry a summary to the human agent, and every call is logged with transcript and outcome.

1. Telephony
   • SIP trunk or contact-centre platform integration
   • Keypad capture for T-PIN and OTP entry
   • Call recording per bank policy
2. Speech
   • Streaming speech recognition for Indian languages
   • Text-to-speech voices per language
   • Language and code-mix detection
3. Dialogue and policy
   • Intent classifier with approved intent list
   • LLM dialogue manager with scripted confirmations
   • Policy guard for authentication level and topic limits
4. Bank integration
   • Authentication service adapter
   • Card, statement and cheque book service APIs
   • CRM status lookup
5. Operations
   • Agent desktop handover summary
   • Transcript store with PII masking
   • Call quality dashboard

Human agents take every call outside the approved intents, every caller who asks for a person and every call with fraud or distress cues. Contact-centre supervisors review sampled transcripts each week and approve any change to intents or scripts.

• Contact-centre platform or SIP telephony, such as Genesys, Avaya or Ameyo
• Bank authentication service for T-PIN or OTP
• Card management and core banking service APIs
• CRM for service requests and complaints
• SMS gateway for confirmations

• Never asks callers to speak an OTP, PIN or CVV aloud; keypad entries pass straight to bank authentication
• Account actions allowed only at the authentication level defined for each intent
• Topic limits: service requests only, with no advice on investments, loans or tax
• Immediate transfer on fraud cues, distress or repeated misunderstanding
• PII masked in transcripts and logs, with retention set by bank policy

• Designed to support DPDP Act 2023 obligations through notice at call start, purpose-limited processing and masked transcripts.
• Call recording, retention and vendor controls follow the bank's policies under RBI directions on IT governance and outsourcing.

• Banking

  Customer Complaint Triage and Routing

  Classify complaints from email, branches, social media and RBI CMS, spot urgent cases such as unauthorised transactions, route them to resolver teams and draft acknowledgements.

• Banking

  Red-Teaming for Bank Chatbots and Voice Agents

  Adversarial testing of bank chatbots and voice agents for prompt injection, data leakage, account-takeover social engineering and unsafe advice, in English, Hindi and Hinglish.

• Banking

  Cross-Sell Lead Scoring and Personalised Outreach

  Score existing customers for products they are likely to need from consented banking data, and draft compliant, personalised outreach that relationship managers review before sending.

• Telecom & Contact Centres

  Multilingual Inbound Voice Agent for L1 Support

  A voice agent that answers routine L1 calls in Hindi, Hinglish and regional languages, resolves what it safely can through your systems and hands the rest to an agent with full context.