Voice AI Agent 
Imagine a customer calls a bank’s helpline in Delhi. “I want to know my account balance,” they mention before switching to Hinglish: “Aur ek cheque deposit bhi karna hai.”
For a traditional IVR system, this language switching would be confusing, causing frustrating transfers or repeated prompts. For today’s AI voice agents, however, this is second nature.
In linguistically diverse markets, where conversations rarely stick to one language - understanding, processing, and responding naturally in mixed languages is a CX imperative. Because customer experience today is as much about inclusivity and empathy, as it is about language, in building trust and loyalty.
AI voice agents decisively break language barriers, personalize conversations, and redefine what it means to be a customer-first brand.
The Enterprise Shift to AI Voice Agents
In 2025, voice is the preferred channel for customers who value speed, simplicity, and human-like interaction.
Unlike static IVR menus or scripted bots, AI voice agents offer dynamic, contextual conversations. They answer queries, assist with transactions, and escalate seamlessly to a human agent if needed.
In industries like BFSI, retail, telecom, and travel - trust, loyalty, and revenue hinge on how quickly and effectively brands respond to customer needs. And while digital channels have proliferated sharply, voice is the most natural way for customers to get support. Whether it’s resolving a banking query, tracking an online order, fixing a telecom issue, or rebooking a flight, customers instinctively turn to voice when it matters most.
AI voice agents combine the familiarity of voice with the intelligence and scalability to meet today’s customer expectations.
ALSO READ: From Retail to Real Estate: How AI Voice Agents Transform Enterprise CX
Breaking the Language Barrier: From English to Hinglish
Conversations today rarely stay confined to one language. Customers move fluidly between English and local languages, often blending the two in the same sentence.
Globally, this takes many forms:
- Spanish-English mixes in the US
- Arabic-English blends in the Middle East
- Regional accents and dialects within Europe
Traditional systems struggle to keep up in such environments.
RELATED: Are conversational AI agents just fancy chatbots?
AI voice agents handle multilingual conversations, multiple dialects, and diverse accents with ease, all while managing code-switching - which is basically when a customer switches languages mid-conversation.
For enterprises, this entail two key advantages:
- Inclusivity and accessibility: Customers who are not comfortable with English are no longer left out of digital-first experiences. Enterprises can engage customers in the language, dialect, or accent they’re most comfortable with.
- Maximum reach and expansion: Brands can now reach Tier-2 and Tier-3 cities, rural populations, and global diasporas with the same quality of customer service as metropolitan customers.
How Haptik’s AI Voice Agents Elevate CX
At Haptik, we’ve built AI voice agents that support 22 languages, multiple dialects and accents, and operate seamlessly across 10+ channels such as telephony, WhatsApp, websites, and mobile apps.
Whether it’s a bank enabling customers to check balances in Marathi, a telecom operator resolving FAQs in Tamil, or a retailer serving Hinglish-speaking shoppers - Haptik’s voice agents are linguistically, culturally, and contextually-aware to engage in personalized conversations at scale.
Read: Growth and CX in the age of AI agents
Our enterprise-ready voice is not only fluent in multiple languages, but integrates seamlessly with CRMs, knowledge bases and other enterprise systems to deliver measurable business outcomes.
From reducing call center load to elevating call quality, Haptik’s multilingual AI voice agents help enterprises to deliver truly inclusive and personalized customer experiences at scale.
Final Thoughts
The next frontier of customer experience is about technology enabling enterprises to serve every customer in every language, with empathy and efficiency.
From English to Hinglish, and from urban metros to rural heartlands, AI voice agents are making conversations inclusive, accessible, and deeply personal.
For CXOs and digital leaders, the message is clear and loud: language should never be a barrier to customer engagement. The future of CX belongs to enterprises that embrace multilingual AI voice agents, and with Haptik, that future is already here.
