AI Assistant to Simplify UPI Transactions
The National Payments Corporation of India (NPCI) has taken a significant step in enhancing the digital payment experience by launching an AI-powered assistant named ‘UPI Help’. This innovative tool is designed to assist users with various queries, manage payment mandates, and efficiently address grievances related to UPI transactions. The introduction of UPI Help aims to reduce the reliance on manual customer support, making digital transactions smoother and more efficient for users across India.
UPI Help provides users with quick responses to issues they encounter during UPI transactions. This means users can check transaction statuses, report failed or pending payments, and raise complaints directly through the assistant. The system is integrated with banks to ensure faster dispute resolution under the UPI Dispute Resolution (UDIR) framework, which is crucial for effectively handling payment-related concerns.
One of the standout features of UPI Help is its ability to manage recurring payments and auto-pay mandates. Users can view all their active mandates in a single interface, track ongoing subscriptions, and monitor automatic transactions without the need to switch between multiple apps or banking portals. This centralized approach is anticipated to enhance user control over their recurring payments, making financial management simpler.
Furthermore, UPI Help enables users to log complaints for incomplete transactions or issues related to merchants. It also addresses service-related concerns, including refunds and failed transfers, which previously required extensive follow-ups with customer care. For payments under the peer-to-merchant (P2M) scheme, the assistant forwards complaint details to the relevant bank and provides updates on the settlement process, significantly improving transparency and reducing resolution time.
Currently, NPCI has made UPI Help accessible through multiple channels. Users can access it via member banks’ websites, chatbots, the DigiSaathi portal, and eventually within UPI apps through API integration. As the assistant is still in a pilot phase with a select group of users, NPCI plans to collect feedback before extending the service to a broader user base across all UPI platforms. This initiative is set to significantly enhance the overall UPI experience for millions of users in India.
