Partly. Voice AI can handle the calls around KYC: reminding customers that their KYC or re-KYC is due, confirming details already on file, explaining how to update, and booking a video-KYC slot or branch visit. It cannot perform the regulated verification itself. Under RBI rules, video-based KYC (V-CIP) is carried out by an authorised official of the regulated entity, and Aadhaar-based e-KYC runs through its own authentication process. The practical opportunity for banks and NBFCs is large anyway, because most KYC work is outreach, not verification.
This guide separates what an AI voice agent can do from what it must not, explains how RBI's 2025 KYC changes create demand for reminder calls, and shows how a compliant KYC call works.
What can voice AI do in KYC, and what can it not?
| Task | Can voice AI do it? | Notes |
|---|---|---|
| Re-KYC advance intimations and reminders | Yes | As one channel; RBI still requires at least one letter in each set |
| Explain how to update KYC | Yes | App, net banking, ATM, branch, business correspondent, V-CIP |
| Confirm details already on file | Yes | A data-quality check, not proof of identity |
| Book a V-CIP slot or branch visit | Yes | And remind the customer before the slot |
| Chase missing documents | Yes | Your system sends the upload link by SMS or WhatsApp |
| Verify delivery address or a COD order | Yes | Common for lenders and D2C brands |
| Conduct V-CIP (video KYC) | No | Must be done by an authorised official of the RE |
| Aadhaar OTP or biometric e-KYC | No | Runs through the authenticated e-KYC flow |
| Voiceprint authentication | Not on most agent platforms | Specialist voice-biometrics products exist |
The dividing line is simple: outreach, explanation, scheduling and data-quality checks are fine for AI; identity verification that the regulations define is not.
What does RBI say about video KYC and e-KYC?
RBI's circular of 12 June 2025 on updation and periodic updation of KYC summarises the rules. It describes V-CIP as "an alternate method of CDD by an authorised official of the RE by undertaking seamless, secure, live, informed and consent based audiovisual interaction with the customer", treated on par with face-to-face onboarding. It also confirms that Aadhaar OTP based e-KYC and V-CIP are permitted for periodic updation, and that self-declarations of "no change in KYC information" can be taken through the customer's registered email or mobile number, ATMs, online banking, the bank's mobile app, letter or business correspondents (RBI circular RBI/2025-26/53).
So an AI call is not itself a KYC method. It is the outreach that gets customers to one.
Try it yourself: Build this agent free on Edesy — self-serve, no demo needed.
Why RBI's 2025 KYC changes create demand for reminder calls
The same day, RBI issued the KYC (Amendment) Directions, 2025 (RBI/2025-26/51). They require regulated entities to give customers "at least three advance intimations, including at least one intimation by letter, at appropriate intervals" before periodic KYC falls due, and "at least three reminders, including at least one reminder by letter" after it, through available communication channels. Letters must explain how to update, how to get help, and the consequences of not updating. Implementation was due by 1 January 2026. Low-risk individual customers can update within one year of the due date or by 30 June 2026, whichever is later.
RBI's companion circular also asked banks to "organize camps and launch intensive campaigns" on periodic KYC updation, especially where pendency is high, including DBT, scholarship and PMJDY accounts.
That is a lot of outreach across a large base, often in regional languages. Letters cover the mandatory minimum; calls in the customer's language are what actually get people to act.
How does a KYC reminder call work?
A good re-KYC reminder is short, clear and never asks for anything sensitive:
- Identify the caller as the bank and state the purpose: "This is an automated call from ABC Bank about updating your KYC."
- Confirm it is the right person with a light check against details on file, such as the name, never an OTP or full ID number.
- Explain the due date and options: no change, update in the app or net banking; address change only, self-declare through a permitted channel; full update, visit a branch or book V-CIP.
- Offer to book a V-CIP slot or branch visit, or a callback from staff.
- Record the outcome and trigger any follow-up link from your own systems.
A Hinglish example of the core of the call:
"Namaste Priya ji, ABC Bank se automated call hai. Aapka KYC update 15 October tak due hai. Agar aapki details same hain, toh aap app ya net banking se 2 minute mein update kar sakti hain. Address badla hai, ya video KYC ka slot book karna hai?"
Typical outcomes to capture: will update in app, V-CIP slot booked, branch visit booked, already updated, needs help, call back, wrong number.
Guardrails every KYC call needs
- Never collect OTPs, full Aadhaar numbers, PINs, CVVs or passwords. Say so on the call; it also protects customers from fraudsters who imitate bank calls.
- Call registered numbers only, and identify the call as automated and from the bank.
- Use the right number series and calling hours. Service calls from RBI-regulated entities to existing customers use the 1600 series. Our AI outbound calling guide covers the TRAI rules and calling windows.
- Handle personal data under the DPDP Act. See our DPDP compliance guide for voice AI.
- Keep an audit trail: recordings, transcripts and outcomes for every attempt.
- Hand over to a human whenever a customer is confused, upset, or reports possible fraud.
This is a practical summary, not legal advice. Your compliance team should sign off on scripts.
How this works on Edesy
Edesy does not sell a regulated e-KYC or V-CIP product. You build KYC-support calls as standard voice agents: upload the customer list with due dates and preferred language, write the script, and run it as a campaign with daily calling windows, retries by outcome and calls in Hindi, Hinglish and 20+ Indian languages. After each call, post-call data extraction turns the conversation into structured fields (outcome, preferred slot, callback time), which you push to your core banking, LOS or CRM through webhooks or the API, where your system sends links and books slots. The KYC verification use case page shows the flow.
Other verification calls voice AI handles well
- Welcome and onboarding calls after a loan is disbursed or a policy is issued: see customer onboarding and welcome calls.
- COD and address verification before dispatch: see voice AI for COD verification.
- Loan application and repayment calls for NBFCs and MFIs: see voice AI for NBFC and microfinance collections and RBI guidelines for AI collection calls.
FAQ
Can voice AI handle KYC verification?
Partly. Voice AI can handle the calls around KYC: reminding customers about pending or periodic KYC, confirming details already on file, explaining how to update, and booking a video-KYC slot or branch visit. It cannot perform the regulated verification itself. Under RBI rules, video-based KYC (V-CIP) is carried out by an authorised official of the regulated entity, and Aadhaar-based e-KYC runs through its own authentication process.
Can an AI voice agent do video KYC (V-CIP)?
No. RBI describes V-CIP as customer due diligence by an authorised official of the regulated entity through a seamless, secure, live, informed and consent-based audiovisual interaction. An AI voice agent can book the V-CIP slot and remind the customer to join, but the V-CIP itself must be conducted as RBI specifies.
Can banks use AI calls for re-KYC reminders?
Yes, as one of the channels. RBI's KYC Amendment Directions of 12 June 2025 require at least three advance intimations before the periodic KYC due date and at least three reminders after it, each set including at least one letter, through available communication channels. Calls can carry the non-letter intimations and reminders, and route customers to a permitted way to update.
Should a voice agent collect Aadhaar numbers or OTPs on a call?
No. A KYC-related voice agent should never ask for OTPs, full Aadhaar numbers, PINs or passwords. It should confirm identity with light checks against details already on file, and direct customers to the bank's app, net banking, ATM, branch or business correspondent to submit anything sensitive.
Does Edesy have a KYC verification feature?
Edesy does not sell a regulated e-KYC or V-CIP product. You build KYC-support calls, such as re-KYC reminders, detail confirmation, V-CIP slot booking and address verification, as standard voice agents with post-call data extraction, then push outcomes to your systems through webhooks or the API.
Start free
You can build a re-KYC reminder agent in your customers' language and test it today. Sign up and build your first agent in minutes, no sales call needed. Planning a large re-KYC drive? Talk to us.