You’ll discover how voice automation—powered by artificial intelligence and natural language processing—is enabling banks, credit unions, and fintech organizations to automate routine tasks, deliver 24/7 personalized support, and respond instantly to customer queries, all while ensuring data protection and regulatory compliance. From fraud detection and voice biometrics to automated account management and multilingual support, this article highlights real-world applications and measurable benefits of implementing AI voice solutions.
An Interactive Voice Response (IVR) system allows banks to automate telephone interactions, enabling customers to access account information, perform transactions, and get support without human agents. PRP Services offers tailored IVR solutions built for banks and NBFCs to improve service delivery, ensure compliance, and reduce operational costs.
1. The customer dials the bank’s helpline number
2. IVR greets them with a multilingual voice menu
3. The customer selects options via keypad or voice
4. The system fetches real-time data from core banking
5. A result is given, or the call is transferred to a live agent
Our AI-powered IVR can understand natural language, letting users say things like “Check last 5 transactions.
• 24/7 customer service availability
• Reduced call center workload
• Enhanced customer satisfaction
• Lower operational costs
• Fraud detection integration
• RBI and DLT compliance-ready
AI-powered voice interaction
• Core Banking System (CBS) & CRM integration
• Real-time account and transaction info retrieval
• Custom call flow design
• Call queue handling and agent routing
• Voice OTP & two-factor verification
• Call recording and real-time reporting dashboard
• Multi-language menu support
• Balance inquiry and mini-statement requests
• Card blocking or activation
• Loan and EMI status tracking
• KYC reminders and fraud alerts
• Branch/ATM locator
• Customer feedback via IVR
• Missed call and callback automation
• WhatsApp fallback on IVR drop-off
Your IVR is more than a tool — it’s your first line of trust and security.
160 CLI Regulation by TRAI (April 2025):
All banks must use “160” as the caller line identity for outbound IVR calls. PRP ensures this compliance out of the box.
Voice Biometric Authentication via Aadhaar:
Voice recognition for Aadhaar-based user verification is being tested in IVR workflows for secure banking.
AI + IVR Hybrids:
Banks are deploying voice bots on top of IVR to handle open-ended queries.
WhatsApp to IVR Workflow Integration:
Calls initiated from WhatsApp are now routed to IVR with contextual continuity.
RBI Audit Requirements:
RBI now mandates banks to retain IVR interaction logs and recordings for 90 days — PRP systems come ready with secure archival tools.
• Over 15 years in telecom and CPaaS
• Experience with NBFCs, regional banks, and large BFSI brands
• Pre-built banking IVR templates
• Seamless integration with CBS, CRM, and WhatsApp API
• Transparent pricing with no hidden costs
• Dedicated banking support and training team
Yes. PRP’s IVR uses encryption, 2FA, and audit logs and is fully DLT/RBI compliant.
Absolutely. We integrate with most CBS, CRM, and fraud systems.
Go live within seven working days with our ready-to-use banking call flow.
The system allows real-time agent handover at any point in the call.