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PayU has introduced a new AI-powered outbound voice call assistant aimed at simplifying and speeding up its merchant onboarding process. The initiative is part of the company’s broader strategy to become an AI-native platform across the merchant lifecycle.
Traditionally, merchant onboarding involved multiple steps such as KYC verification, documentation, and approvals, often leading to delays and drop-offs. The new AI voice assistant proactively connects with merchant leads in both English and Hindi, guiding them through the onboarding process via conversational interactions.
The system collects key business details including website information, expected revenue, and business category, enabling faster verification and reducing onboarding friction. It also supports seamless escalation to human account managers whenever required for additional assistance.
PayU Chief Product Officer Manas Mishra said that voice AI is expected to become a major driver of business growth, helping improve merchant experience and operational efficiency.
The company plans to expand the use of this technology across other touchpoints such as KYC drop-off recovery, new product requests, and cross-selling opportunities.
PayU currently serves over 4.5 lakh merchants in India, offering digital payment solutions across 100+ payment methods, including cards, UPI, net banking, wallets, and more.
