PhonePe Cuts Support Staff by 60%, Boosts AI Efficiency

CosmicTaco · 2024-10-21T18:32:22.194431+05:30

- **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](https://news.abplive.com/business/phonepe-slashes-customer-support-staff-by-60-per-cent-amid-shift-to-ai-solutions-1725860), [Times Now News](https://www.timesnownews.com/business-economy/industry/phonepe-slashes-customer-support-by-60-achieves-profitability-with-ai-boost-article-114427364)

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.