What happens when you replace traditional IVR with voice agents?

As inbound interest surged across loans, insurance, and cards, Aditya Birla Capital began to hit a familiar scaling challenge. While marketing continued to generate strong lead volumes, traditional contact centers and IVR systems struggled to engage customers quickly and meaningfully at scale.

Menu-based IVRs were limited to routing calls, offering little ability to understand intent, qualify prospects, or adapt conversations in real time. As call volumes increased, response delays grew, human agents were overwhelmed, and high-intent leads often dropped off before meaningful engagement could occur. Over time, these gaps directly impacted conversion rates, sales efficiency, and revenue potential.

1. IVR flows that couldn’t grasp customer intent or handle conversations.
2. High inbound lead volumes overwhelming manual qualification processes.
3. Delays in lead response resulting in lost or disengaged prospects.
4. Limited ability to identify and act on cross-sell opportunities during calls.
5. Sales capacity limited by headcount, making scale costly & inefficient.

Without a more intelligent, automated approach, these issues created friction across the inbound sales funnel. It became clear that ABCL needed a way to qualify and engage leads at scale—without increasing operational cost or compromising customer experience.

Nurix deployed its AI Voice Agent platform to transform how Aditya Birla Capital engages with inbound prospects across lending, insurance, and cards. Instead of relying on rigid IVR menus and manual qualification, Nurix introduced a single, intelligent voice layer that could understand intent, qualify leads, route conversations, and surface opportunities automatically and consistently.
Each interaction was designed to feel human, responsive, and contextual—while operating at a scale that traditional IVRs and contact centers simply couldn’t match.



Key workflows included:

• Real-time inbound lead qualification at call connect:
  The AI voice agent engaged callers immediately, understood intent, and qualified prospects based on eligibility and interest.
• Intelligent routing with full context:
  High-intent leads were transferred to human agents with complete conversation summaries and CRM context, reducing handle time and friction.
• Automated follow-ups and funnel re-engagement:
  Unresponsive or dropped leads were re-engaged automatically, ensuring no opportunity was lost due to delayed outreach.
• Contextual cross-sell discovery during conversations:
  The agent identified interest in adjacent products such as insurance, home loans, or mutual funds and logged these signals directly into internal systems.

Together, these workflows created a consistent, intelligent, and scalable inbound sales experience—one that handled peak demand effortlessly while improving qualification quality and conversion efficiency. Aditya Birla Capital was able to scale sales conversations 24/7 without increasing headcount, ensuring every inbound interaction was engaged with speed, context, and intent.

With Nurix AI Voice Agents live across inbound funnels, ABCL unlocked significant improvements: