PayU Launches AI-Powered Voice Call Assistant to Transform Merchant Onboarding

PayU, one of India’s leading diversified fintech platforms, has unveiled its AI-Powered Outbound Voice Call Assistant, marking a significant leap in its journey towards becoming an AI-native organization across the merchant lifecycle.

The newly introduced voice intelligence solution aims to simplify and accelerate the traditionally complex merchant onboarding process, which often involves extensive documentation, KYC verification, and multiple activation steps—leading to delays and high drop-off rates.

Designed to bridge this gap, PayU’s AI-powered voice assistant proactively connects with merchant leads, particularly those who have not yet initiated onboarding. Using natural, human-like conversational capabilities in English and Hindi, the assistant guides merchants through each stage of onboarding while collecting critical business details such as website information, expected transaction volumes, and business category.

This intelligent automation enables faster verification, improves lead qualification, and significantly reduces onboarding friction. Additionally, the system ensures seamless transition to human account managers whenever required, ensuring a balanced blend of automation and personalized support.

“We’re entering an era where Voice AI is becoming a core driver of how businesses operate and grow,” said Manas Mishra, Chief Product Officer, PayU and Wibmo. “At PayU, we are steadily building an AI-native platform where merchants remain at the center of every innovation. Our AI-Powered Outbound Voice Call Assistant is one example of how we are removing friction across the merchant lifecycle, from onboarding

to activation and beyond, while enabling our teams to focus on deeper, high-impact engagement.”

The company has also outlined plans to extend its Voice AI capabilities across multiple merchant touchpoints, including KYC drop-off recovery, activation workflows, product upgrades, and cross-selling opportunities. Future enhancements will also include support for multiple regional languages, enabling deeper penetration across India’s diverse merchant ecosystem.

With this launch, PayU reinforces its commitment to leveraging advanced AI technologies to drive operational efficiency, enhance merchant experience, and scale digital financial services across the country.