PayU, a leading diversified fintech platform, has launched its AI-powered outbound voice call assistant, marking a key step in its broader strategy of becoming an AI-native organisation across the merchant lifecycle.
Addressing onboarding bottlenecks
Merchant onboarding has traditionally been a cumbersome and time-consuming process, involving extensive paperwork, KYC verification, and multiple activation steps, often leading to delays, friction, and merchant drop-offs.
How the voice assistant works
To address these challenges, PayU’s AI-powered voice call assistant proactively engages merchant leads, especially those who have not initiated their onboarding journey. Through natural, conversational interactions in English and Hindi, the assistant guides merchants through the onboarding process while capturing essential business information such as website details, expected revenue, and business category.
Improving conversion and efficiency
This enables faster verification, improved lead qualification, and significantly reduces drop-offs by connecting merchants with the right support at the right time, while enabling seamless handover to account managers for timely human intervention.
Core driver for business growth
PayU Chief Product Officer Manas Mishra said, “We’re entering an era where Voice AI is becoming a core driver of how businesses operate and grow. At PayU, we are steadily building an AI-native platform where merchants remain at the center of every innovation. Our AI-powered outbound voice call assistant is one example of how we are removing friction across the merchant lifecycle, from onboarding to activation and beyond, while enabling our teams to focus on deeper, high-impact engagement.”
Future expansion plans
PayU further intends to expand Voice AI deployment to additional merchant touchpoints, including KYC drop-off recovery, activation workflows, new product requests, and cross-sell opportunities, and scale it across multiple languages to serve a broader merchant base.