Why AI voice bots are becoming central to financial operations

By Maaz Ansari, Co-Founder and CRO, Oriserve

For many years, financial institutions treated contact centers as cost centers. They were necessary for support but expensive and hard to scale because growth depended on hiring more people. That model is changing. Banks, NBFCs, and fintech companies are moving beyond basic IVR systems and deploying autonomous AI agents as core operational infrastructure.

This shift is not limited to answering common questions. AI is now handling critical financial tasks such as debt recovery, KYC onboarding, lead qualification, and even loan disbursement. A clear signal of this shift is Bajaj Finance planning to use voice bots to disburse ₹5,300 crore in loans in FY26. This shows AI is no longer a support layer but part of the transaction engine itself.

Other key benefits include:

1. Separating Growth from Headcount
The traditional BFSI operating model does not scale well. Higher call ...