Agentic Voice Solution

MLAI Digital’s Agentic Voice Solution is an Azure-native AI system designed to revolutionize enterprise customer experience through intelligent voice automation. It automates inbound and outbound calls for banking, insurance, retail, and healthcare industries—reducing manual effort, enhancing compliance, and improving response times.

1. Purpose & Vision

Enterprises handle massive call volumes requiring human intervention for classification, complaint logging, and feedback processing. The Voice Agentic Solution tackles this using Generative AI, RAG, LLMs, and multi-agent systems to create automated Phone-IVR services.

Vision:

• Automate self-service and complaint registration.

• Convert interactions into actionable intelligence.

• Recommend products through contextual understanding.

• Seamlessly integrate with enterprise workflows.

Benefits: Faster processing, reduced operational cost, improved CSAT, and real-time insights into customer sentiment and call performance.

2. Target Audience

Banking, Insurance & Financial Services

• Form Filling & Claims: Automate insurance data capture and claim intimation.

• Loan Processing: Suggest personalized loan options and handle collections via voice bots.

• Regulatory Compliance: Provide instant compliance data through voice queries.

• Analytics & QA: Assess empathy, sentiment, and adherence using Generative AI.

Retail & Manufacturing

• Verify POs and invoices via telephonic data.

• Provide live delivery and order updates.

Healthcare

• Automate appointment booking and patient assistance.

3. Core Features & Agents

Outbound Voice Agent

• Makes automated campaign and feedback calls.

• Sends reminders for payments, renewals, and appointments.

Inbound Voice Agent

• Captures issue type, urgency, and customer info.

• Automatically creates ServiceNow tickets.

• Handles multilingual inputs, complaint registration, and escalations.

IVR Integration

Seamlessly integrates with toll-free IVR systems using Microsoft Azure’s database stack (SQL, Cosmos DB).
Includes real-time analytics for call quality, sentiment, and resolution tracking.

4. Technical Architecture on Azure

Built natively for scalability, security, and performance:

• Azure AI Foundry: Core PaaS for building and managing AI agents.

• Azure OpenAI Service: Contextual understanding, Q&A, summarization.

• Azure Cognitive Services & Search: Sentiment analysis, transcript processing, and data retrieval.

• Azure SQL & Blob Storage: Secure data storage and analytics.

• Azure API Management & Entra ID: Secure integrations and access control.

• Azure Monitor & Log Analytics: Observability and performance insights.

5. Business Value

• 60% faster issue resolution

• 70–80% repetitive call automation

• 40–50% lower operational costs

• 90%+ intent recognition accuracy

• 25–35% higher CSAT scores

• 100% audit-ready call logs

• Multilingual support (English, Hindi, regional languages)

6. Security & Compliance

• Data Residency: Stored in customer’s Azure tenant.

• Encryption: TLS in transit, AES-256 at rest.

• Access: Role-based permissions via Entra ID.

• Audit Logs & GDPR Compliance built-in.

7. Deployment Options

• Managed SaaS: Multi-tenant model.

• Dedicated Tenant: For regulated industries.

• Customer Hosted: Deploy via ARM/Bicep in customer’s Azure tenant.

8. Implementation Timeline

Quick Start (4–6 Weeks):
Prototype deployment using Azure AI Foundry and OpenAI for IVR integration, sentiment analysis, and secure API setup.

Pilot (8–12 Weeks):
Integration with ServiceNow, Azure Cognitive Search, Blob Storage, and role-based access via Entra ID.

Enterprise Rollout (12–16 Weeks):
Multi-agent setup for claim processing, ERP integration, dashboards for analytics, and governance via Entra ID.

https://www.wetransact.io/