Implementing Voice AI to Automate Inbound and Outbound Banking Calls

The institution handled a high volume of customer service calls and outbound campaigns. A significant portion of these interactions involved repetitive activities such as collections, reminders, confirmations, surveys, and follow-ups that required human agents.

This resulted in high costs per telephone interaction, limited capacity for large-scale outbound campaigns, dependence on human agents for repetitive tasks, long wait times during periods of high demand, and limited service coverage outside business hours.

The organization needed to automate these interactions while maintaining a natural conversational experience, increasing simultaneous call capacity, and enabling seamless transfer to human agents whenever specialized intervention was required.

Rootstack implemented Rootlenses Voice, a proprietary Voice AI platform integrated with the bank’s telecommunications infrastructure through 3CX and SIP. The solution enabled AI-powered voice agents to manage inbound and outbound calls using Automatic Speech Recognition (ASR), Large Language Models (LLMs), and Text-to-Speech (TTS).

The platform was connected to the bank’s enterprise systems through APIs, allowing voice agents to retrieve customer information, access campaign data, record call outcomes, and execute predefined business processes according to configured rules. The decoupled architecture kept the Voice AI layer independent from the bank’s core systems while enabling controlled access to business information.

Rootlenses Voice also automated high-volume outbound campaigns, including collections, reminders, confirmations, surveys, follow-ups, and customer notifications. The agents could handle multiple simultaneous calls and apply different scripts and business rules depending on the campaign type.

Finally, Rootstack implemented intelligent human handoff through hot transfer. Calls could be escalated when customers requested a human agent, when a request was outside the AI agent’s scope, or when specialized intervention was required. The platform also provided monitoring and analytics capabilities covering call volumes, conversation duration, outcomes, contact rates, and campaign performance.