Voice AI Applications in FinTech Firms: A Case-Based Analysis of Voice AI in Marketing and Customer Success Functions

DOI

10.2991/978-94-6239-772-9_18How to use a DOI?

Keywords

Voice AI; FinTech; Conversational AI; Multilingual voice; Customer success; AI marketing; Natural Language Processing (NLP)

Abstract

This study explores the adoption of Voice AI technology in marketing and customer success functions within Indian FinTech firms. India’s rapidly growing fintech segment faces challenges in scaling businesses and customer support due to linguistic diversity and varying digital literacy. Voice AI, with its ability to engage customers through natural, multilingual speech, offers an optimal solution. Many firms have implemented Voice AI solutions to overcome business challenges. This study examines how Indian Fintech firms use Voice AI for outbound marketing, lead generation, and customer support. It covers four leading Indian FinTech companies’ Voice AI implementation cases. The study adopts qualitative multiple-case study approach to analyse the technology solutions and business outcomes. The study reveals that Voice AI has enabled companies to scale their operations. Major challenges in implementation are dealing with India’s diverse voice accents and regulatory requirements. Key success factors include choosing a scalable Voice AI technology stack that supports multiple languages and integrates seamlessly with enterprise systems. In conclusion, Voice AI is a disruptive technology that can drive customer engagement and marketing operations at lower costs.

This study fills a void in the academic literature on the applications of Voice AI in the Indian FinTech sector and provides insights to AI practitioners in the industry.

Copyright

© 2026 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Nagaraj N. Katti
AU  - J. V. Balasubramanian
PY  - 2026
DA  - 2026/09/07
TI  - Voice AI Applications in FinTech Firms: A Case-Based Analysis of Voice AI in Marketing and Customer Success Functions
BT  - Proceedings of the 2nd International Conference on Innovations and Challenges in Financial Technology (ICICFT 2025)
PB  - Atlantis Press
SP  - 218
EP  - 230
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6239-772-9_18
DO  - 10.2991/978-94-6239-772-9_18
ID  - Katti2026
ER  -