From Hold Music to Instant Help: Fluid AI’s Agentic Voice Platform for Banks

From Frustration to Fluidity: The Death of the Phone Tree

Let’s face it: traditional IVRs are broken. Customers press button after button, sit through robotic menus, and often still end up on hold for a human who repeats the same verification steps. For years, banks have tried to deflect this pain with chatbots or app-based redirections, but the truth is undeniable—call volumes are still rising. Why? Because people trust the phone line. It’s familiar. It feels direct. And in moments of urgency—like losing a credit card—customers reach for the number they’ve always used.
As Fluid AI’s founders put it:

“With the newest iterations of voice AI, we finally reached a level wherein you have the ability to have real life conversations.”

The problem isn’t with customers. It’s with how that number responds.

Enter the Voice AI Agent: Conversational, Capable, and Context-Aware

Instead of sending callers down a maze of pre-defined options, a conversational AI agent simply asks:

“Hi, how can I help you today?”

From there, it does what a human would—only faster, multilingual, and infinitely scalable.

In a live demo, a customer requested to block their card. The agent verified the caller with the mother’s maiden name and card digits, completed the block in real time, and then—just like a human with sales intuition—offered relevant product options.

“There’s no new interface to learn—it’s very natural. It’s the same phone number,” explained one of the presenters.

And here’s the kicker: the entire workflow was built from scratch in under 10 minutes—a real-world example of how Voice-First AI is redefining global banking customer support, as detailed here:

How Voice-First AI is Redefining Global Banking Customer Support in 2025 — How Voice-First AI is Redefining Global Banking Customer Support in 2025

Build Your Own Multilingual Voice Bot on the Fluid AI Platform in Just 10 Minutes

‍Imagine launching a voice AI agent on Fluid AI that speaks multiple languages, understands context, and handles real customer workflows—all without writing a single line of code. On the Fluid AI platform, you can go from a blank canvas to a fully operational, multilingual voice bot in under 10 minutes. Whether it’s blocking cards in Hindi, upselling in French, or verifying identities in Spanish, the process is fast, intuitive, and built for enterprise-scale banking. This approach to rapid, human-like AI deployment is part of a broader shift in banking automation — explore more in The Future of Banking Is Calling  

Zero Learning Curve. Maximum Capability.

One of the biggest advantages of Voice AI is its invisibility to the user. Customers don’t have to download an app, click through a website, or learn a new interface. They just call. The number doesn’t change. The interface doesn’t change. But the experience transforms.

These AI agents can:

• Block cards
• Reset passwords
• Check balances
• Handle 30% of general FAQs
• Authenticate users
• Switch languages mid-call
• Upsell relevant products
• Qualify leads and even collect payments

All in real time. All in natural, regional voices that respond with warmth and fluency.

Talk to Me in Marathi, Bengali, French… or Spanish

In one of the most talked-about moments from the webinar, the AI agent seamlessly switched between Hindi, Bengali, Punjabi, Marathi, Spanish, and French—on demand, within the same conversation. When our founder asked, “Can you speak in Marathi?” and the agent would instantly respond in flawless Marathi, without losing context.

This isn’t just a feature—it’s a lifeline for multilingual markets like India and global banks with diverse user bases. Voice AI is now inclusive by design, not just by localization checkboxes. If you’re curious about how voice automation is transforming customer engagement globally, check out this breakdown on AI-driven voice transformation.

From Support to Sales: Turning Every Call Into an Opportunity

Voice agents do more than answer questions—they convert. By understanding the intent and mood of the caller, they can nudge customers toward relevant financial products. In the live demo, once the card block was complete, the AI gently asked if the customer wanted to hear about Emirates co-branded credit cards or investment options. The customer declined politely—but the opportunity was there. At scale, these micro-interactions add up to meaningful sales outcomes.

This is where the power of AI meets revenue reality: support flows that sell.

Escalation Without Friction: Handoff with Context

No AI system can handle 100% of queries, and that’s okay. What matters is how it escalates. With Fluid AI’s built-in Agent Connect, the system can recognize when it’s time to loop in a human—and it does so smartly. The AI not only routes the call in real time but also provides the agent with a live summary of the interaction so far.

No repetition. No re-verification. Just fast, context-rich resolution.

This integration works with your existing contact center stack, be it Cisco, Avaya, or Genesys. The result? A seamless partnership between human agents and AI that feels like one cohesive brain.

Use Cases Beyond Customer Service

The applications go far beyond card blocking or FAQs. Banks are using Voice AI across:

• Lead qualification: Can the caller afford this product? Do they meet criteria?
• Collections: Follow-up on delinquent accounts with personalized, persistent nudges.
• Information updates: Request address or KYC changes through smart prompts.
• Compliance: Log every action, track sentiment, and create auditable records.
• Marketing: Run outbound upsell campaigns that feel like personal calls.

The potential? Massive. The ROI? Already proven.

Integration That’s Actually Simple

Fluid AI offers two integration paths, both frictionless:

1. SIP Routing – Send a percentage of IVR traffic to AI agents hosted via SIP trunks.
2. SIP-Based AI Agents – Add AI agents directly into your existing call center software, allocating calls like you would for humans.

No number changes. No expensive reconfiguration. Just plug, play, and scale.

Real Bank, Real Numbers: The $5M+ Impact

A major North American bank deployed Fluid AI’s voice agents in a 500-person call center setup. The results were nothing short of transformative:

• 2X customer support volume handled
• 5X human agent productivity
• 60%+ cost reduction
• $5M+ in yearly savings
• 8X ROI on department spend
• 91% of emails & chats handled by the same tech

This wasn’t a lab experiment. This was production at scale—with results to match.

Secure by Design. Compliant by Default.

In highly regulated industries like banking, security isn’t a feature—it’s a foundation. Fluid AI’s voice platform supports:

• On-prem deployments
• Hybrid cloud and air-gapped setups
• Secure authentication flows
• End-to-end encrypted memory management
• Full audit trails and compliance logs

Whether you’re operating under RBI guidelines in India or FINRA in the U.S., Voice AI meets your standards.

The Future of Banking Conversations Isn’t Scripted

In the end, the shift from static IVRs to dynamic Voice AI isn’t just a tech upgrade—it’s a paradigm shift. One where every call can be intelligent, multilingual, and outcome-driven. It’s not about replacing humans. It’s about augmenting teams, delighting customers, and scaling smartly.

Your customers are already calling.
Is your bank ready to listen—and act—with intelligence?

Book your Free Strategic Call to Advance Your Business with Generative AI!

Fluid AI is an AI company based in Mumbai. We help organizations kickstart their AI journey. If you’re seeking a solution for your organization to enhance customer support, boost employee productivity and make the most of your organization’s data, look no further.

Take the first step on this exciting journey by booking a Free Discovery Call with us today and let us help you make your organization future-ready and unlock the full potential of AI for your organization.