India has an estimated 18 crore people who struggle to read and write in their native languages, despite high smartphone penetration. To bridge this gap, banks, startups, and government organizations are leveraging voice-based technology and Artificial Intelligence (AI). The central government’s New India Literacy Programme aims to target five crore non-literate individuals, while the Reserve Bank of India (RBI) has issued guidelines for setting up Financial Literacy Centres. However, voice-based technology has emerged as a more effective solution, particularly for the aspirational middle class.
Ujjivan, a microfinance company, partnered with Navana.ai to develop a voice-based app that uses icon-based interfaces and voice guidance to make it easy for low-literate customers to navigate. The app, launched in 2022, supports nine languages and has seen significant improvement in customer engagement. Customers can now log in to the app one to two times a month, compared to once every six months. The app’s voice-bot feature allows customers to speak into the app, and it comprehends their requests, guiding them to the relevant page.
The Indian government has also launched an AI-based translation platform, Bhashini, which enables real-time translation across 11 regional languages. The platform is being used for voice-based UPI payments, allowing users to transfer money by speaking in their local language. Bhashini has collaborated with the National Payments Corporation of India (NPCI) to enable voice-based UPI transactions and has also launched a Public Tech Platform for Frictionless Credit, which supports multiple languages.
The future of voice-first banking is promising, with industry leaders agreeing that it is breaking new ground. Bank outreach programs are evolving with AI-powered IVRS systems, which can recognize and respond in a customer’s regional language. Navana.ai has partnered with Bajaj Finserv, where its bot speaks six languages and closes Rs 150 crore in personal loans monthly. Large banks, such as HDFC, are also taking notice, with plans to enable voice in their mobile apps.
Voice-based banking services are expected to be highly personalized to the user, in terms of both their history with the business and interaction in their regional language. While testing remains a hurdle, adoption is expected to increase as the technology advances. For India’s low-literate customers, voice-based banking could finally mean having a voice in the banking system. The holy grail of full-fledged voice banking is not far off, with operators saying it’s only a matter of time before natural conversations in regional languages are fully integrated across all banking channels.