PayU is making significant strides in integrating Generative AI (GenAI) to transform customer interactions, streamline merchant support, and boost workforce efficiency in 2025. As India moves toward a GenAI-driven digital revolution—expected to contribute up to $1.5 trillion to the nation’s GDP by 2030—PayU is committed to harnessing AI-powered solutions while ensuring regulatory compliance and data security.

Key GenAI Initiatives at PayU

• Faster Merchant Onboarding: GenAI is optimising the onboarding process by verifying merchant details against public data and assessing online presence. Coupled with transaction risk monitoring, this approach has reduced fraud-related losses by 80% and shortened the onboarding timeline for top merchants to just 2-3 days.
• AI-Powered Customer Support: GenAI models help classify and respond to merchant queries efficiently, addressing 30-40% of inquiries instantly. The technology also filters spam and duplicate tickets, saving care agents up to 7% of their time. PayU aims to automate 60-70% of support responses across multiple channels for faster resolution.
• Boosting Workforce Productivity: PayU has introduced Toqan, an internal GenAI platform developed with Prosus, to automate repetitive tasks, improve decision-making, and foster innovation. Employees in PayU’s credit division now have secure access to AI models from OpenAI, Meta, and Anthropic within a strong InfoSec and compliance framework. Additionally, PayU Finance employees can now interact with backend databases without requiring SQL expertise.
  

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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.

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