AI chatbots integrated into visa application process

VFS Global has introduced AI-powered voice and text chatbots to assist UK visa applicants across 141 countries, streamlining the process and cutting down wait times. With the technology now extended to 13 additional countries, the company is set to transform visa processing through intelligent, multilingual, and secure digital solutions.

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The digital transformation journey has entered a new phase, where voice-driven technologies are redefining how services are delivered. In the realm of visa applications, VFS Global—a leading visa outsourcing and technology services provider—is leading this evolution with the introduction of a GenAI-powered virtual assistant that leverages both text and voice interfaces to make the visa process easier, faster, and more intuitive for applicants worldwide.

This advanced virtual assistant, developed by VFS Global’s innovation teams based in Mumbai, Dubai, and Berlin, is now actively assisting UK visa applicants in 141 countries. Unlike traditional chatbots that rely solely on text input, this virtual assistant enables users to interact through natural voice conversations, significantly reducing wait times and improving user experience. “Similar technology has now been deployed for over 13 additional client governments,” shared Parveen Jiterwal, Chief AI and Innovation Officer at VFS Global, in an interview with Financial Express. These include Austria, Belgium, Canada, Finland, Germany, Hungary, Iceland, Norway, Lithuania, the Netherlands, Poland, Portugal, and South Africa.

VFS Global handles the front-end administrative functions of visa applications, such as document collection, biometric enrollment, and secure passport return, for 68 client governments. With a presence in 158 countries and a network of over 3,500 application centres, the company has processed more than 307 million visa applications since its inception in 2001.

Jiterwal emphasises that VFS Global is not just adopting AI—it is shaping how AI is responsibly integrated into visa processing. “We were the first in our industry to implement AI responsibly, with a clear, organisation-wide strategy that aligns seamlessly with our broader business goals,” he said.

Deploying AI-powered virtual assistants at scale was among the company’s most ambitious initiatives. Initially, rolling out 1,600 specialised AI agents appeared daunting, with projections estimating a three-year timeline. However, leveraging its proprietary Super Alpha AI Platform, a suite of custom speech models, and a finely-tuned in-house large language model, VFS Global successfully accelerated deployment while ensuring compliance with privacy protocols and data security standards.

The result is a virtual assistant that goes beyond FAQs. It offers context-aware, multilingual, and personalised support via both voice and text, making visa assistance feel more like a human interaction. The assistant’s capabilities are expected to expand further, including real-time document verification, AI-driven fraud detection, and advanced biometric solutions to minimise paperwork and enhance user convenience.

As the company continues to evolve, VFS Global envisions a future where visa services are not only digital but intelligent, responsive, and seamlessly integrated into the applicant’s journey. This transformation marks a shift from passive processing to proactive, AI-powered engagement, setting a new benchmark for the global visa services industry.