In 2025, customers expect instant, personalized solutions. According to a Forbes study, 53% of customers are more likely to choose a business that responds faster even if it costs more . For contact centres focused on customer service and engagement, meeting these demands can be challenging. Businesses and their support teams must maintain an effective balance between agents and a growing customer base .

In this article we explore how Agentic Voice AI Agents help organizations serve customers efficiently and deliver better experiences.

What is Agentic Voice AI?

Unlike traditional voice bots or chat bots that are rule based, Agentic Voice AI has its own agency. It can operate with minimal human intervention and handle complex workflows. The system understands context, predicts requirements, completes actions, and continuously learns to improve performance.

For instance, Agentic Voice AI can not only listen to a customer’s grievance but also suggest solutions, update CRM records, schedule appointments, provide 24/7 chat support and more, delivering all this with far greater efficiency and at a fraction of the cost of human agents.

How does Agentic AI differ from traditional AI?

Traditional AI or conversational AI follows a script and often times cannot handle any deviation from it. Agentic AI systems have their own agency and can handle a variety of customer requests without any human intervention. These AI platforms can perform tasks, manage AI agents, chat with users, follow voice commands, understand different languages, show emotion and give personalized responses to the users.

Agentic AI Voice Agents in Customer Engagement

Customer service is one of the industries most poised to see rapid AI adoption. Today, contact centres struggle to scale while maintaining the right balance between human agents and ever-growing customer demands. In the long run, this model is neither financially nor operationally sustainable.

This is where Agentic AI steps in. It delivers, supports multiple languages, provides real-time feedback, and executes complex tasks leveraging AI agents, all with higher efficiency and significantly lower costs.

Evolution of Voice Assistant in Customer Engagement

IVRs, or Interactive Voice Response systems, were the traditional approach for customer engagement. These rigid systems reply based on set triggers and often cannot address most customer queries. As a result, their impersonal nature leads to lower customer satisfaction rates (CSAT).

Agentic AI Voice agents overcome the limitations of IVRs. Powered by advanced language models (LLMs), these AI systems can handle a wide variety of queries and deliver instant solutions. Agentic AI voice bots converse naturally, understand customer intent, identify pain points, and provide solutions, all with greater speed and efficiency.

How does Agentic AI Voice Agents helps Businesses?

The major impacts that Agentic AI Voice systems have on businesses include:-

1. Helps in Scalability:- AI-powered voice agents redefine scalability, handling large volumes of customer queries efficiently, helping in lead qualification, and delivering up-to-date information at lower costs
2. Enhances Customer Experience:- Agentic AI agents not only listens to a customer's query. It processes it, provides a solution, updates information on CRM, and suggests the customer with next best steps. And unlike human agents, the AI agents can offer support 24/7, thus driving customer satisfaction higher.
3. Natural Conversations:- Agentic AI voice agents go far beyond traditional scripted systems, they create truly natural conversations that feel human and adaptive. Unlike legacy bots that follow rigid flows, Agentic AI listens actively, shows empathy, demonstrates patience, and makes it easy for customers to interact as if speaking to a real person.
4. Cost Efficiency:- With growing customer base, brands have to increase their customer representatives to maintain proportionality. AI agents allow brands to maintain service quality without constantly increasing headcounts, resulting in significant cost saving.

Agentic AI Voice Agent Use Cases for Banking, Finance and Insurance Sector

Agentic AI systems are transforming banks and financial institutions by automating routine tasks

Let us look at some of the uses cases where AI voice automation can be used in the BFSI sector:-

1. Personalized calls for cards and loans:- The Agentic AI Voice agents can reach out to customers looking to take loan or credit card, and based on their requirements suggest the best products. For instance, if a user is seeking a credit card focused on air miles, the Agentic AI bots can quickly review the available card options, compare benefits, and suggest the one best aligned with the user's travel preferences and goals. Instead of relying on generic recommendations, the AI leverages real-time customer data and preferences ensuring every product suggestion feels relevant and timely.
2. Automate Reminders:- The Agentic AI voice agent can make automated outbound calls to existing customers to remind them to activate their cards, fund accounts in case of low balances, make payments for overdue bills, activate policies, claim settlements and much more. By analysing user data and behavioural patterns, the AI system intelligently schedules calls based on each customer’s profile for example, choosing times when customers are more likely to answer and tailoring reminders to fit their specific needs.
3. Assist Customers in Registrations:- The Agentic AI Voice bot can automate repetitive processes such as auto debit registration, KYC, re-KYC, and related customer onboarding activities. For example, if a customer wants to set up auto pay for a policy, the AI agent can dynamically guide them through the required steps, securely transmit the appropriate link for auto pay setup, and update all relevant customer data on the CRM platform in real-time.
4. Promotional Marketing, Remarketing and Retention:- Banks and finance companies can streamline and automate their remarketing and retention activities using Agentic Voice AI agents. By leveraging advanced analytics and customer profiling, these intelligent ai assistants initiate outbound calls tailored to each user's persona and transaction history- delivering targeted offers, promotions, pre-approved loan options, account upgrades, credit card recommendations, and more in real time.

Agentic AI Voice Agent Use Cases in Automobile Sector

Agentic AI systems are rapidly transforming the automobile sector with a wide range of practical uses.

Let us look at some of the use cases for the automobile sector where AI Voice agents can be used to automate:-

1. Reaching Out to New Customers:- Based on new user sign-ups, the AI agents can automatically initiate outbound engagement- inquiring about user interest, booking test drives, and sharing information about product features, upcoming promotions, price drops, and discounts. The AI agent dynamically tailors its outreach based on each customer's response and intent. For example, if a customer wants to book a test drive, the system uses location and scheduling preferences to coordinate the appointment and sends all necessary details to both the customer and the appropriate showroom team.
2. Personalized Recommendations:- The Agentic AI agent can automate the initial sales pitch, recommending vehicles to users based on their requirements and financial capacity, helping them shortlist the best options, and then transferring qualified leads for purchase. For instance, if a customer wants to buy a car, the AI bot will ask targeted questions such as the intended use of the vehicle, available budget, and whether there is an existing car for exchange. Based on the information, the system then dynamically evaluates available options and provides the most relevant choices and deals to the
3. Automate Scheduling:- The AI agent can automate scheduling for vehicle servicing, sending timely reminders about upcoming vehicle service appointments to customers. For instance, if a customer hasn’t scheduled a due service, the AI bot can proactively reach out to inform them about the servicing requirement, highlight the benefits of servicing with the company, and offers to book the appointment. It can also organize pick-up and drop-off services according to the customer’s preferences, making the entire process seamless and convenient.
4. Marketing, Remarketing and Retention:- The AI agent, based on the type of lead, can automatically send promotion updates, remarket upgrades to existing users, and reach out with special offers to dormant users to drive engagement with the brand. For instance, if a user’s profile indicates eligibility for an upgrade, the AI voice bot can call, inform them about available benefits and offers, and schedule a test drive for a new car.
5. Co-ordinate with dealers:- The AI agent can automate dealer coordination by notifying them about upcoming product launches, sales campaigns, and product details. It can conduct surveys to assess customer demand, collect valuable feedback, and share results instantly with dealers and management teams thus keeping the brand informed, responsive, and aligned with real-time market needs.

Agentic AI Voice Agent Use Cases in NBFC Sector

Agentic AI Systems are seeing significant adoption in the Non-Banking Finance Sector (NBFCs), especially for automating and enhancing outbound operations.

Some of the use cases where Voice AI Agents can be used to automate for the NBFC sector:-

1. Lead Qualification:- AI voice bots can automate outbound calls to potential leads by analysing their requirements and segmenting them into hot, warm, and cold categories, thereby optimizing the lead generation and qualification process. This allows firms to reach the right prospects at the right time, prioritize follow-ups, and increase conversion rates without manual intervention. By integrating with CRM systems and using intelligent scoring, AI voice bots ensure sales teams focus on the most promising leads, improving productivity and driving better results.
2. Automate Reminder Calls:- Firms can automate reminder calls with AI voice bots, ensuring proactive and efficient payment communication. The voice bot can analyse the customer database to identify users who are falling behind on payments, have upcoming instalments, or can make early payments. Once identified, the bot schedules calls to inform customers of their payment status, guides them through the payment process, and updates the information in real time on the company’s website or CRM system. All while maintaining proactive outreach and rapid response times.
3. Automate Promotional Calls:- AI bots can efficiently scan client databases and, based on user profiles, initiate calls with personalized promotional offers including upgradation opportunities, pre-approved loans, increased limits, digital banking services, and more. These bots then guide the user step-by-step through the desired process, ensuring a seamless experience while updating relevant information in the CRM system in real time. Resulting in maximized engagements for financial firms.
4. Penal Collection:- For Non-Banking Financial Firms, AI bots can automate the entire penal collection process- making follow-ups and payments fast, personalized, and compliant. The AI bot scans databases to identify users with missed payments, informs them about the overdue amount and possible penalties as per company policy, and supports them with solutions such as suggesting the minimum payable amount, sending secure payment links, or assigning a field agent for cash collections. The bot updates all relevant information in the company’s records, ensuring regulatory compliance and accurate reporting. All while maintaining proactive outreach, timely reminders, and rapid customer response.

Agentic AI Voice Agents Use Cases in Retail Industry

Agentic Voice AI bots are reshaping the retail industry by automating core customer interactions and operational tasks.

Let us look at some of the use cases for AI Voice bots in the Retail Industry here:-

1. Installation and Servicing:- The most common queries retail companies receive are about installation and servicing. AI bots can automate the entire process, making interactions faster and more efficient. When a customer requests installation, the bot schedules the appointment, assigns technicians according to the customer's availability and location, and shares all necessary details with the customer. The bot can also assist with payment processing and ensures that every stage of the job like booking, technician assignment, payment, and status update gets recorded instantly in the company’s database.
2. Customer Support:- AI bots can efficiently assist customers facing basic technical difficulties with products by providing step-by-step guidance for simple troubleshooting and fixes. If the issue is complex or beyond basic support, the bot can escalate the case to a human agent or assign a technician for further assistance. Additionally, AI bots can handle returns and exchanges, automatically process these requests, and ensure all interactions and resolutions are updated in the company’s database. These bots are available 24/7 thus enhancing customer experience by delivering instant support and reducing response times.
3. Personalized Recommendations:- The Agentic Voice AI agents can proactively reach out to users based on their website persona with personalized offers and recommendations. These agents suggest products tailored to current purchases, explain their benefits, and automatically offer relevant discounts. If the user expresses interest, the agent can either connect them with a human sales representative or send a secure payment link directly making the buying journey seamless. It also manages the subsequent delivery scheduling for the user, ensuring a smooth end-to-end shopping experience that adapts dynamically to real-time behaviour and preferences.
4. Retention and Remarketing:- Based on a user's cart behaviour, Agentic AI agents can reach out proactively with personalized offers, discounts, bundles, and more, helping to recover potentially abandoned sales. For example, if a user browsed a product but did not complete the purchase, the AI bot can set up a call to ask about the reason, address any product-related questions, and offer additional discounts to encourage conversion. If the user decides to proceed, the bot facilitates secure payment right away and ensures a seamless, real-time buying experience, including next steps like scheduling shipping or delivery. This allows retailers to plug revenue leaks from abandoned carts and deepen customer engagement.

Agentic AI Voice Agents Use Cases in Telecom Industry

Agentic AI Voice agents are widely used in the telecom industry to automate customer interactions and operational processes. Here are some of the uses of AI in the Telecom Industry:-

1. Choosing Plans:- A major use case for telecom industries is assisting customers in choosing the right plan. Integrating Agentic Voice AI Bots can fully automate and streamline this process by connecting with users, collecting their requirements, and analysing current plan offerings to deliver the best recommendations. The bot guides the user through the purchase steps, shares all necessary plan information, and updates the company’s database in real time.
2. Reminder Calls:- Voice AI bots can fully automate calls for pre-paid recharges, post-paid collections, overdue broadband payments, subscription renewals, KYC updates, and more in the telecom industry. For example, if a user needs a KYC update, the bot will contact them, inform them about missing information, collect the required details securely, and update the company’s profile automatically. The bot also guides users through recharge and payment processes, helping with issues and ensuring account data is instantly updated in all relevant systems.
3. Customer Complaints:- AI voice bots can manage common telecom customer complaints such as outage handling, network congestion and slow internet speeds, delivering fast and accurate support 24/7. For example, if a customer reports slow internet, the voice bot can walk them through basic troubleshooting steps like resetting the router or check for ongoing maintenance that may affect service. If issues persist or are complex, the bot can escalate to a human agent for personalized resolution.
4. Remarketing:- Based on the existing customer database, AI voice bots can run automated remarketing campaigns for telecom providers. These bots offer users value-added services (VAS), subscription upgrades, contract renewals, and other targeted retention-oriented offers using personalized outreach for maximum engagement. For instance, AI voice bots can intelligently detect when a customer is eligible for a new service or renewal, reach out with relevant offers, guide users through the upgrade or renewal steps, and update all changes in the company’s records in real time. This automation boosts remarketing effectiveness and strengthens customer retention for telecom brands, reducing operational effort and ensuring timely, relevant communication with existing users.

Future of Agentic AI Voice Agents in Customer Engagement

To conclude, Agentic Voice AI systems are the future of customer engagement. With their personalisation, real-time support, and instant replies, these AI agents are reshaping customer experience for contact centres. The AI voice agents are proactive, offer predictive support, maintain robust data security, and increase cost efficiency for businesses.

They enhance every step of the customer journey, including lead qualification, post-purchase support, complaint resolution, retention marketing, and more. Voice AI agents can be seamlessly integrated into existing marketing funnels, automating a significant portion of recurring tasks and enabling brands to deliver consistent, intelligent, and scalable customer service.

As Agentic AI continues to evolve, brands leveraging these systems will be better positioned to foster deeper customer relationships, optimize operational efficiency, and drive measurable growth making AI-powered engagement an essential capability for modern contact centres.

Frequently Asked Questions

What is voice assistant in AI?

An AI voice assistant is an artificial intelligence model that uses natural language processing (NLP), large language models (LLMs), and voice recognition to perform various tasks for a user.

What is the difference between speech AI and voice AI?

Speech AI focuses on analysing and processing speech. It uses speech emotion recognition and speaker identification. While Voice AI understands, processes and generates voice based interactions using speech recognition, NLP and voice synthesis.

How is AI used in contact centres?

Agentic AI is transforming contact centres by autonomously resolving complex queries and offering highly personalized support through intelligent decision-making and context-aware responses. These agents go beyond simple scripted bots, they understand customer intent, analyse historical data, and take decisive action to resolve recurring and intricate issues with speed and accuracy.

Difference between AI bots and chatbots in contact centres.

Chatbots in contact centres are typically used to simulate conversations with users, mainly through scripted flows that answer FAQs and basic queries. Because they rely on pre-programmed responses, chatbots are limited in handling complex, off-script questions and often struggle with context and understanding nuanced customer needs.

AI bots have much broader applications in contact centres: they automate tasks such as ticket creation, enrich and analyse customer data, perform real-time quality assurance, and proactively resolve queries making them faster, more accurate, and far more scalable than traditional chatbots.