Tata Communications has unveiled a new voice AI platform designed to transform how banks, financial institutions and fintech companies interact with customers. The speech-to-speech solution, powered by agentic AI, offers real-time decision making, multilingual support and ultra-low latency, enabling faster and more natural conversations across digital and voice channels.
Delivering faster and smarter conversations
The platform aims to set a new benchmark for customer engagement by combining artificial intelligence with Tata Communications’ global voice network and AI Cloud infrastructure. It can process speech and respond in less than 500 milliseconds, helping financial service providers create seamless, context-aware conversations at scale.
The platform connects directly to enterprise APIs and fintech systems, allowing it to complete entire customer journeys from start to finish — from account setup and service inquiries to issue resolution. It supports over 40 languages, including Mandarin, Hindi, Tamil and Spanish, while adapting to different accents and switching languages dynamically during interactions.
By combining advanced speech recognition with sentiment analysis and real-time transcription, the system can retain context across multiple sessions. This means returning customers do not need to repeat previous conversations, while companies can personalise experiences and make faster decisions during service calls.
Designed for enterprise reliability and scale
Tata Communications built the platform with security and scalability in mind, hosting it on its AI Cloud infrastructure. The system can handle large volumes of concurrent conversations, a crucial capability for financial institutions with high call centre traffic.
Key features include adaptive dialogue flows, multi-agent orchestration to handle complex customer queries, real-time call analysis and smooth human handoffs when needed. These capabilities are packaged as ready-to-use templates for banking, financial services and insurance (BFSI) companies, reducing deployment time.
Although aimed at BFSI, the solution is industry agnostic and can be adapted for sectors such as retail, healthcare and travel. Its architecture is designed to move beyond small pilots and proofs of concept, supporting full production use.
A.S. Lakshminarayanan, managing director and CEO of Tata Communications, said: “What differentiates Tata Communications Voice AI platform is that it’s not just a tool. It is a scalable, enterprise-ready platform designed to deliver real outcomes. Driven by agentic AI, it brings integrated intelligence where Voice AI is embedded into customer journeys to address a wide range of use cases that we are already co-discovering with our customers. Built for speed, scale and reliability, it goes beyond pilots and proofs of concept to provide enterprises with a proven way to deliver more empathetic interactions at every touchpoint.”
Shaping the future of digital banking engagement
The launch comes as financial institutions race to modernise customer service operations and improve digital engagement. By combining AI with real-time voice processing, Tata Communications is positioning its platform as a way to handle rising service expectations while reducing costs.
The system’s ability to seamlessly blend voice, chat and app-based interactions offers a path towards truly unified customer support. Its multi-lingual and accent-adaptive capabilities also make it suitable for markets such as India and Southeast Asia, where linguistic diversity is high.
With increasing demand for AI-driven solutions in banking and fintech, the company’s move reflects broader industry trends toward automation and personalisation. By offering a secure and scalable architecture, Tata Communications aims to help enterprises accelerate digital transformation while maintaining trust and compliance.
