BLS International has launched an AI-powered VoiceBot to provide 24/7 assistance to visa applicants, marking the next phase of the company’s push to embed artificial intelligence across its global service operations.
The new VoiceBot has gone live for the Spain–Ireland visa mission, following an earlier deployment at IVAC Canada last year. The company said the service will now be progressively rolled out across other geographies as part of a broader global expansion plan.
Designed to function round the clock, the VoiceBot offers real-time, human-like interactions and instant responses to a wide range of visa-related queries. Applicants can seek guidance on everything from basic frequently asked questions to documentation requirements and consular processes, without relying on traditional call queues or limited contact centre hours. According to the company, the system significantly reduces wait times while ensuring consistent and accurate information delivery.
A key feature of the VoiceBot is its multilingual capability. Supporting more than 15 languages, including Spanish, Arabic, Portuguese, French, Chinese and Russian, the system is intended to serve applicants across Europe, the US, Canada, South America, the Middle East, Southeast Asia, China, the RCIS region and India. Language availability will be aligned with regional demand and customer needs as the service scales.
Announcing the launch, Shikhar Aggarwal, Joint Managing Director at BLS International, said the initiative reflects a deeper shift in how the company is rethinking customer engagement. “We are pleased to announce the launch of our AI-powered VoiceBot service, designed to enhance customer experience while establishing new standards for operational excellence. This launch represents a pivotal milestone in our digital transformation strategy, demonstrating our commitment to embedding AI and advanced technologies across our operations. As we continue to scale intelligent solutions, this VoiceBot underscores our strategic focus on delivering seamless, customer-centric innovations that drive sustainable value and define the future of our customer engagement.”
From a technology standpoint, the VoiceBot is built on a machine learning platform using the Azure ML Python SDK v2 and is integrated with BLS International’s legacy systems through multiple API connections. The company said the solution incorporates real-time sentiment analysis and emotional intelligence, allowing it to assess applicant needs more effectively and respond with greater contextual accuracy.
Nitin Mishra, Vice President – Global Contact Centres at BLS International, highlighted the operational effort behind the deployment. “Implementing the VoiceBot has been a testament to our cross-functional capabilities and technical readiness. From architecting the AI framework to ensuring seamless integration with our existing systems, our teams have built a scalable, secure solution that can handle high volumes while maintaining service quality. This deployment establishes a replicable model for rolling out AI-powered solutions across our business, accelerating our time-to-market for future innovations.”
The VoiceBot rollout forms part of a wider digital transformation roadmap at BLS International, centred on intelligent automation and innovation-led service delivery. The company plans to introduce AI-powered chatbots and email bots across all countries in subsequent phases, alongside AI-driven quality management systems aimed at ensuring consistent service standards.
By creating what it describes as an integrated ecosystem of AI-driven tools, BLS International is seeking to improve service quality, operational efficiency and customer satisfaction across its global footprint, while positioning itself at the forefront of AI adoption in the visa and consular services space.