The expanded platform integrates provisioning, governance, AI-powered execution and performance optimisation, helping banks, NBFCs, insurers and fintechs manage compliant customer communications through the 1600 Series.
New Delhi : Rootle has expanded its enterprise Voice AI platform to support TRAI-compliant customer communications for India’s banking, financial services and insurance (BFSI) sector.
The expanded platform enables banks, NBFCs, insurance companies, fintechs and lending institutions to provision, govern, execute and optimise customer communications over the 1600 Series, in line with guidelines issued by the Telecom Regulatory Authority of India (TRAI).
As financial institutions increasingly shift toward digital customer engagement, secure and compliant communication channels have become critical. However, concerns around regulatory compliance, spam and fraudulent calls, fragmented communication infrastructure and operational complexity continue to create challenges for financial institutions.
Rootle said its expanded platform is designed to address these challenges through an integrated enterprise communication framework.
Four-Layer Platform
Rootle’s offering is built around four key layers:
1. Provision
The Provision layer covers 1600 Series number provisioning, telecom onboarding, enterprise deployment and multi-circle readiness, enabling financial institutions to establish the required communication infrastructure.
2. Govern
The Govern layer focuses on TRAI compliance workflows, consent management, audit trails, call governance and policy enforcement.
This layer is designed to help enterprises maintain greater control and accountability over customer communications while meeting regulatory requirements.
3. Execute
The Execute layer uses Voice AI to manage inbound and outbound customer interactions.
Its capabilities include multilingual conversations, intelligent call routing, customer authentication, automated campaigns and human handoffs, allowing enterprises to automate customer interactions while retaining the option for human intervention when required.
4. Optimise
The Optimise layer provides analytics and performance insights, including campaign intelligence, call-quality monitoring, AI performance tracking and business analytics.
According to Rootle, these capabilities allow enterprises to continuously evaluate and improve their customer communication strategies.
From Number Provisioning to AI-Powered Engagement
Dhaval Pandit, Co-founder and Chief Growth Officer at Rootle AI, said provisioning a 1600 Series number is only the starting point for enterprises.
“Provisioning a 1600 Series number is only the beginning. What determines success is how enterprises govern communications, automate conversations responsibly, and continuously optimise customer experiences,” Pandit said.
He added that Rootle enables BFSI organisations to manage the complete communication lifecycle—from provisioning and governance to AI-powered execution and optimisation—through a single platform.
The company describes its offering as a KPI-first Voice AI platform powered by a broader conversational operating system.
BFSI Use Cases
Rootle said its Voice AI platform can support several regulated customer-engagement use cases across the financial services industry.
These include:
- Loan application updates
- EMI reminders
- Loan collections
- Credit card activation
- Fraud alerts
- Insurance policy renewals
- Claims updates
- KYC reminders
- Account servicing
- Customer verification
- Customer onboarding
- Service notifications
According to the company, its Voice AI solutions are already being used by multiple financial services clients.
Rootle has automated after-hours customer support for Shriram Finance, while its conversational AI has guided loan applicants through application journeys for Finance Buddha.
The company has also supported customer service for trading businesses at MarketWolf and managed lead qualification and enquiry handling for Multyfi.
Integrated Alternative to Fragmented Communication Systems
Rootle said its approach differs from conventional enterprise communication models, which often require separate vendors for number provisioning, telecom services, regulatory compliance, Voice AI and analytics.
The company brings these capabilities together through a single platform covering 1600 Series lifecycle management, TRAI-compliant Voice AI, conversational intelligence, governance controls, multilingual communication, enterprise integrations, centralised administration and analytics.
For India’s BFSI sector, the expanded platform represents a move toward a more integrated approach to customer communication—combining regulatory compliance, automation, conversational AI and performance measurement within one enterprise ecosystem.
