Bengaluru: Phonepe has slashed 60% of its customer support staff over the past five years, shrinking the workforce from approximately 1,100 agents to 400, owing to advancements in AI technologies. This reduction is part of a larger shift toward automation within the company including technology-driven customer support solutions which are expected to provide more efficient customer solutions.
This transition aligns with a broader industry trend as fintech companies aim to cut costs and streamline operations by leveraging AI. AI and automated systems have begun handling common queries, reducing the need for human intervention. According to the company, this strategy allows PhonePe to focus human resources on more complex, non-standard issues that require personalized attention.
PhonePe also stated that it has created more than 22,000 jobs across India and employs more than 1,500 of the nation’s top engineers, who are developing advanced technology solutions for further enhancing digital payment services.
