Can an AI voice agent collect Aadhaar or PAN details on a call?
It can technically, but it rarely should. Aadhaar numbers are protected under the Aadhaar Act 2016, and UIDAI discourages collecting or displaying full Aadhaar numbers without need; PAN and other identity details are personal data under the DPDP Act 2023. Collect the minimum on a call, send secure links for documents, and follow your regulator's prescribed KYC process instead of capturing numbers by voice.
Why identity numbers are sensitive
Aadhaar and PAN details are what fraudsters want. People in India are regularly warned not to share them with unknown callers, so an AI agent asking for them on a cold call will be distrusted. The Aadhaar Act 2016 restricts how Aadhaar numbers are used, shared and displayed, and UIDAI recommends masked Aadhaar where the full number is not needed.
KYC is a regulated process
Banks, NBFCs, insurers and brokers must follow KYC processes set by RBI, IRDAI and SEBI, such as video KYC, DigiLocker or the CKYC registry. A voice call on its own is not a recognised channel for completing KYC, so an AI agent should guide customers to the approved flow rather than capture documents verbally.
What an AI call can reasonably do
- —Remind a customer that KYC or documents are pending and explain which ones.
- —Send a secure upload or DigiLocker link by WhatsApp during or after the call.
- —Confirm the last four digits of a reference number to locate a record, if needed.
- —Book a branch visit or video KYC slot.
What it should not do
- —Ask for or read back a full Aadhaar number.
- —Ask for OTPs, PINs or passwords.
- —Store identity numbers in free-text call summaries.
- —Discuss documents before confirming who is on the line.
How Outpero fits
Outpero can run document-collection follow-ups and send the upload link on WhatsApp during the call. Instruct the agent never to ask for full identity numbers, since anything spoken ends up in the recording and transcript, which then need the same protection as the documents themselves.
Want to hear an AI voice agent handle this on a real call?