AI-Powered UPI Help Revolutionizes Digital Payments
The National Payments Corporation of India (NPCI) has recently launched an innovative AI-powered assistant named ‘UPI Help’. This initiative aims to enhance the digital payment experience for users utilizing the Unified Payments Interface (UPI). As digital transactions become increasingly prevalent in India, NPCI recognizes the need for efficient systems that can address user queries, manage payment mandates, and handle grievances effectively.
UPI Help is designed to provide users with quick responses to issues they encounter during UPI transactions. Users can check the status of their transactions, report failed or pending payments, and raise complaints directly through this assistant. This interactive system works with banks to facilitate faster dispute resolution under the UPI Dispute Resolution (UDIR) framework, which is crucial for efficiently addressing payment-related concerns.
Moreover, the assistant includes a feature to manage recurring payments and auto-pay mandates. Users can view all their active mandates in one place, track ongoing subscriptions, and oversee automatic transactions without the hassle of switching between various apps or banking portals. This centralized approach simplifies the monitoring of recurring payments, making it more user-friendly.
UPI Help also empowers users to log complaints regarding incomplete transactions or merchant-related issues. It addresses service-related concerns, such as refunds and failed transfers, which often required extensive follow-ups with customer support. For peer-to-merchant (P2M) transactions, the assistant forwards complaint details to the relevant bank and provides updates on the settlement process, enhancing transparency and reducing resolution times.
The NPCI has ensured that UPI Help is accessible through various channels. Users can interact with the assistant via member banks’ websites, chatbots, and the DigiSaathi portal. Eventually, it will be integrated within UPI apps through API connections. Currently, UPI Help is in a pilot phase with a select group of users, and NPCI plans to gather feedback before rolling out the service to a wider audience across all UPI platforms. This step marks a significant advancement in making digital transactions smoother and more efficient for everyone in India.
