PhonePe Cuts Support Staff by 60%, Boosts AI Efficiency

• PhonePe has reduced its customer support team by 60% over the past five years, from 1,100 agents to just over 400.
• The company saw a 40-fold increase in transactions from FY19 to FY24.
• AI-driven chatbots now resolve over 90% of customer service issues.
• Despite challenges like the Zero MDR law and COVID-19, PhonePe achieved profitability and improved its Net Promoter Score (NPS).
• PhonePe generated over 22,000 jobs and employs more than 1,500 engineers to support India's digital payments ecosystem.

Source: Abp News, Times Now News