Naspers-owned payment solutions provider PayU India has rolled out a merchant service platform PayU Assist to offer automated customer service capabilities to merchants.
PayU Assist uses machine learning (ML) and artificial intelligence (AI) technologies to eliminate manual processes in the customer service management and will help merchants accelerate resolution of issues, the company said in a statement.
The solution will also offer actionable insights and predictions to merchants to improve customer experiences and increase efficiency of customer care teams.
The company has unified the capabilities of FAQs, chatbot and query management into a single service engine, the statement said.
“We understand the importance of having one platform for consistent experience and merchant convenience. Therefore, we created PayU Assist – a platform that provides faster resolution with real-time query tracking, enhancing the overall merchant service experience,” said Ravindra Govindani, director, product management, PayU India.
The PayU assist platform also addresses queries of potential businesses seeking payment services.
PayU India was launched in 2011 as a unit of Gurugram-based ibibo Group, which is controlled by Naspers Group.
In February 2014, ibibo hived off PayU India to Naspers for a stake in the global payments business of the Cape Town-based conglomerate.
PayU entered India as a payment gateway solutions company for ecommerce companies and subsequently launched wallet services in 2014.
In September 2016, PayU had bought Mumbai-based rival Citrus Pay for $130 million.
Last month, the company had signed a deal with Zoho customer relationship management to help merchants digitise businesses in India.
In April, PayU had acquired California-based Wibmo Inc., which also operates in the digital payment segment, for $70 million (Rs 483 crore then) to expand its reach in India.