PayU has introduced an AI-powered Outbound Voice Call Assistant, reinforcing its roadmap to become an AI-native organization across the merchant lifecycle.
Merchant onboarding has often been complex and time-intensive, involving multiple steps such as documentation, KYC verification, and activation workflows. These challenges frequently lead to delays and drop-offs. Addressing this, PayU’s new voice assistant proactively engages merchant leads—particularly those yet to begin onboarding—through natural, conversational interactions.
Currently available in English and Hindi, the AI assistant guides merchants through key onboarding stages while capturing essential business details, including website information, revenue expectations, and business category. This approach enables faster verification, improves lead qualification, and reduces friction in the onboarding journey. The system also ensures seamless escalation to human account managers when required, allowing timely intervention and personalized support.
Manas Mishra, Chief Product Officer at PayU and Wibmo, said the launch reflects a broader shift toward Voice AI-led business operations. He emphasized that the company is building a merchant-centric AI ecosystem that simplifies onboarding, enhances engagement, and drives efficiency across processes.
Looking ahead, PayU plans to extend Voice AI capabilities across additional touchpoints, including KYC recovery, activation workflows, product requests, and cross-sell opportunities. The company also aims to scale the solution across multiple languages to better serve a diverse and expanding merchant base.
