PayU is making notable progress in incorporating Generative AI (GenAI) to enhance customer interactions, improve merchant support, and increase workforce productivity in 2025. As India approaches a GenAI-led digital transformation—projected to add up to $1.5 trillion to the country’s GDP by 2030—PayU is dedicated to leveraging AI-driven solutions while prioritizing regulatory adherence and data protection.
Key GenAI Initiatives at PayU
Accelerated Merchant Onboarding: GenAI is streamlining the onboarding process by cross-referencing merchant information with public data and evaluating their online presence. This method, combined with transaction risk monitoring, has led to an 80% reduction in fraud-related losses and has cut the onboarding period for leading merchants down to just 2-3 days.
AI-Enhanced Customer Support: GenAI models efficiently categorize and respond to merchant inquiries, handling 30-40% of questions instantly. The technology also eliminates spam and duplicate tickets, allowing customer care agents to save up to 7% of their time. PayU aims to automate 60-70% of support responses across various channels for quicker resolutions.
Enhancing Workforce Efficiency: PayU has launched Toqan, an internal GenAI platform created in collaboration with Prosus, to automate mundane tasks, enhance decision-making, and encourage innovation. Employees in PayU’s credit division now have secure access to AI models from OpenAI, Meta, and Anthropic, all within a robust InfoSec and compliance framework. Furthermore, PayU Finance staff can now engage with backend databases without needing SQL knowledge.
Koushik Kadidal, Chief Data Officer & Head of Insights Business at PayU, highlighted the company’s commitment to responsible AI adoption. “As a regulated entity, we take pride in implementing AI-driven innovations while ensuring full compliance. Moving forward, we plan to reduce manual efforts for developers by 20-30% using LLMs, aiming for 65% accuracy and cutting Level 1 code review time by half. Additionally, we are working towards automating up to 70% of support interactions to provide seamless merchant assistance.”
With a strong focus on compliance, security, and efficiency, PayU is poised to lead the next wave of AI-driven digital transformation in India.
Also read: Viksit Workforce for a Viksit Bharat
Do Follow: The Mainstream formerly known as CIO News LinkedIn Account | The Mainstream formerly known as CIO News Facebook | The Mainstream formerly known as CIO News Youtube | The Mainstream formerly known as CIO News Twitter
About us:
The Mainstream formerly known as CIO News is a premier platform dedicated to delivering latest news, updates, and insights from the tech industry. With its strong foundation of intellectual property and thought leadership, the platform is well-positioned to stay ahead of the curve and lead conversations about how technology shapes our world. From its early days as CIO News to its rebranding as The Mainstream on November 28, 2024, it has been expanding its global reach, targeting key markets in the Middle East & Africa, ASEAN, the USA, and the UK. The Mainstream is a vision to put technology at the center of every conversation, inspiring professionals and organizations to embrace the future of tech.
