RBI Guidelines for AI in Collections: Voice AI for Banks and NBFCs

Why Compliance Matters for Voice AI

AI voice agents make and receive thousands of calls. Each call involves personal data — phone numbers, names, conversation content, recordings, and extracted data. Businesses must ensure their voice AI deployments comply with relevant regulations.

Non-compliance risks include fines, lawsuits, brand damage, and loss of telephony access. This guide covers the key requirements and how to implement them.

Key Requirements

Consent and Disclosure

• Inform callers that they are speaking with an AI agent
• Disclose call recording at the start of the conversation
• For outbound campaigns, ensure the contact list has appropriate consent
• Implement opt-out mechanisms (e.g., "Say 'stop' to opt out")

Data Protection

• Encrypt call recordings and transcripts at rest and in transit
• Set data retention policies — don't keep recordings indefinitely
• Implement access controls — limit who can access call data
• Support data subject access requests (export or delete call data)

Calling Rules

• Respect calling hour restrictions (typically 9 AM - 9 PM local time)
• Implement Do-Not-Call list checking before outbound campaigns
• Display valid caller ID on outbound calls
• Limit call frequency to avoid harassment

Recording and Monitoring

• Store recordings securely with encryption
• Implement audit trails for data access
• Monitor AI behavior for compliance with conversation guidelines
• Retain records of consent and opt-out requests

Implementation Checklist

1. Configure AI disclosure message at start of calls
2. Enable call recording consent prompts
3. Set up DNC list integration for outbound campaigns
4. Configure calling hour restrictions
5. Set data retention policies (30/60/90 days)
6. Enable encryption for recordings and transcripts
7. Implement data export for subject access requests
8. Document data processing purposes
9. Train staff on escalation and compliance procedures
10. Regular compliance audits

How Edesy Supports Compliance

• Built-in AI disclosure prompts at call start
• Configurable call recording consent flows
• DNC list integration for outbound campaigns
• Calling hour restrictions per campaign
• Encrypted storage for all call data
• Data export APIs for subject access requests
• Multi-provider telephony — all providers support compliance features
• Audit trail for all call activities

Industry-Specific Considerations

Different industries have additional requirements. Healthcare must consider patient data rules. Financial services must follow RBI/banking regulations. Government agencies must comply with citizen data protection rules.

Getting Started

• AI Voice Agent — deploy compliant voice AI
• Contact Sales — discuss compliance requirements
• Case Studies — see how other businesses handle compliance

Edesy voice AI includes built-in compliance features. Start your free trial and deploy compliant voice agents in 10 minutes.