UTI Mutual Fund has launched VAANI, a voice-first, human-like AI agent designed to transform contact centre operations and enhance investor experience. With this deployment, UTI Mutual Fund becomes the first fund house in India to implement agentic AI-powered contact centre technology, marking a major milestone in the digital transformation of the asset management industry.
UTI Mutual Fund Targets 79 percent Call Automation by 2026
VAANI represents a major step in customer service automation, with UTI Mutual Fund aiming to automate 79 percent of inbound calls by 2026. The bilingual AI agent supports both English and Hindi, enabling seamless assistance for a wide range of interactions including general queries, account-related support, process-driven requests, and investor education.
Unlike traditional chatbots or IVR systems, VAANI delivers human-like conversations that operate 24×7, offering consistent and intelligent assistance while reducing reliance on live agents. The agentic AI technology can understand context, make decisions, and provide personalised responses that closely mirror natural human conversations.
Leadership Commentary on Digital Innovation
Vetri Subramaniam, MD and CEO of UTI AMC, highlighted the strategic importance of the launch:
“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 modernization and customer-centricity. By becoming the first Indian fund house to deploy agentic AI in our contact centre, we are not just automating processes – we are reimagining how investors interact with us. We strongly believe that this innovation will enable us to engage swifter and better with our investors.”
The company sees this initiative as a key step toward building a responsive, technology-led investor ecosystem.
Powered by VoicingAI’s Enterprise Agentic Voice Platform
The VAANI deployment is powered by VoicingAI, an enterprise-grade agentic voice AI platform designed for large-scale enterprises and regulated industries such as financial services. The platform focuses on accuracy, compliance, and trust, which are critical requirements for investor-facing operations.
Abhi Kumar, Co-Founder of VoicingAI, said the collaboration demonstrates the real-world potential of agentic AI in financial services. He noted that VAANI delivers natural, context-aware conversations and sets a new benchmark for customer experience in the Indian asset management sector.
Benefits for Investors and Operations
UTI Mutual Fund expects the AI deployment to deliver multiple benefits, including:
- Faster query resolution and reduced wait times
- Improved customer satisfaction and engagement
- Greater operational efficiency and cost optimisation
- More time for human agents to focus on complex and high-value interactions
By automating routine requests, the company aims to improve service quality while enhancing productivity within its customer support teams.
Strengthening UTI’s Digital Transformation Strategy
The launch of VAANI aligns with UTI Mutual Fund’s broader strategy to leverage artificial intelligence and machine learning across its operations. As competition in the financial services sector intensifies, the company is investing in advanced technologies to deliver better investor experiences and strengthen its digital leadership.
With the rollout of VAANI, UTI Mutual Fund is positioning itself at the forefront of AI-driven customer engagement in India’s asset management industry.
RAJANI BABURAJAN
