Tata Communications has announced the launch of its new Voice AI platform, an industry-first, speech-to-speech customer engagement solution designed to revolutionise how businesses interact with their customers. The platform is powered by Agentic AI, which enables instant decision-making and personalised, context-aware conversations with a latency performance of under 500 milliseconds.
Initially tailored with templatised solutions for the FinTech and Banking, Financial Services, and Insurance (BFSI) sectors, the platform is built to be industry-agnostic. It is engineered to transform customer journeys by directly connecting to an enterprise’s existing APIs and fintech platforms, allowing it to streamline and execute entire processes from initiation to resolution. This “outcome-driven intelligence” allows the AI to perform tasks, not just answer questions, setting a new benchmark for customer engagement technology.
A key feature of the platform is its extensive multilingual capability, supporting over 40 global and Indian languages, including Mandarin, Hindi, Tamil, and Spanish, with the ability to switch languages dynamically during an interaction. It delivers a suite of advanced capabilities such as real-time transcription, call summaries, and sentiment analytics. The system is also designed for omnichannel interactions, maintaining context across voice, chat, and app-based customer journeys for a seamless experience. Other capabilities include adaptive dialogue flows, real-time language translation, and integration with existing systems for smooth handoffs to human agents when required.
The entire solution is underpinned by Tata Communications’ extensive global voice network and is powered by its proprietary AI Cloud, which ensures security and scalability for enterprise-grade adoption.
A.S. Lakshminarayanan, MD and CEO of Tata Communications, explained the platform’s unique positioning. “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.”
