UTI Mutual Fund Deploys Agentic AI In Contact Centre, Targets 79% Call Automation

UTI Mutual Fund announced the launch of VAANI (V.A.A.N.I – वाणी), a voice-first, human-like AI agentic solution for its contact centre operations. The Voice-first AI agent is expected to automate 79 percent of inbound calls in 2026. 

The deployment of VAANI is expected to deliver multiple benefits including, significantly faster query resolution times, enhanced customer satisfaction scores, and optimised operational efficiency. By automating routine interactions, UTI's live agents will be freed to focus on complex, high-value customer interactions that require specialised expertise and human judgment.

Ability To Switch Languages 

During the proof-of-concept stage, VAANI demonstrated multiple benefits. “VAANI displayed natural conversation handling natural interruptions and consistently following workflows, which could reduce reliance on human agents. It also displayed the ability to instantly switch languages, eliminating the need for specialized bilingual staff and with negligible latency,” said Pankaj Mishra, Executive Vice President and Head Digital, UTI AMC.

“For us, innovation is not only about adopting new technology, but also about how we can enhance investor experience through meaningful digital transformation. VAANI represents our commitment to bringing in modernization and customer-centricity. By becoming the first Indian fund house to deploy agentic AI in our contact centre, we're not just automating processes—we're reimagining how investors interact with us. We strongly believe that this innovation will enable us to engage swifter and better with our investors. We see this as an important step towards our vision to keep building a more responsive and technology-led investor ecosystem,” claimed Vetri Subramaniam, MD & CEO, UTI AMC. 

Training the Agentic AI Tool

The agentic AI tool was comprehensively trained before making it live to be used during contact centre operations informed Mishra, “Prior to implementation, VAANI underwent a controlled training process aligned with information-security and data-protection best practices. The training process was designed to ensure that the bot operates within defined functional, ethical, and regulatory boundaries. It was trained exclusively on pre-approved, non-sensitive datasets, structured knowledge bases and use-case-specific prompts that exclude personally identifiable information (PII). The implementation was complemented by platform-level security governance, including access control reviews, to ensure compliant and secure deployment.”  

The solution also accommodates all major applicable regulations to ensure investor trust and meet regulatory mandates. 

“All AI-driven communication operates within pre-approved and controlled interaction flows, aligned with applicable regulatory frameworks. Conversations are monitored, logged for auditability and traceability. Strict access controls, role-based permissions, and encryption mechanisms are enforced across all interaction channels to collectively ensure secure, compliant, and transparent AI interactions while maintaining investor trust and meeting regulatory obligations,” said Mishra.

Backend Infrastructure

Accordingly, the backend infrastructure established for VAANI also supports data privacy and compliance.

“The infrastructure is hosted on Amazon Web Services and is built using Amazon EKS to run fully containerized workloads. All infrastructure components are deployed within a private VPC, with strictly controlled network segmentation and restricted access to databases. Data is encrypted using industry-standard mechanisms (HS256) and overall infrastructure design aligns with globally recognized security and compliance standards,” said Mishra.  

Abhi Kumar, Co-Founder of VoicingAI said, “What sets this deployment apart is not just the automation rate, but the quality of interactions—natural, contextually aware, and genuinely helpful conversations that investors deserve. UTI's vision to be first-to-market with this technology demonstrates real leadership, and we're excited to help them set a new standard for customer experience in the Indian asset management industry.”