Summary of this article
NPCI launches AI assistant for UPI queries.
UPI Help simplifies transaction tracking and grievance redressal.
Service expands soon to banks and UPI apps.
The Unified Payments Interface (UPI) has taken centre stage in digital payments in India, processing billions of transactions each month. The National Payments Corporation of India (NPCI) has launched an artificial intelligence (AI)-driven solution named UPI Help that will assist users with transaction related queries, grievance redressal, and mandate management. The assistant will be made available through banks, DigiSaathi, and subsequently, UPI apps.
UPI has emerged as the pivot of digital payments in India, handling billions of transactions. While more people are using UPI for their day-to-day payments, there have also been hikes in disputes, errors, or misinterpretations of features. To simplify matters, NPCI has introduced an artificial intelligence-powered assistant called UPI Help. The assistive feature is designed to help users overcome transaction issues, manage recurring payment mandates, and track complaints regarding digital payments. Initially launched as a pilot for a limited group of customers, the service would be expanded according to the results.
How This Works
UPI Assist allows customers to interact with an AI assistant if they experience any problems with making a payment or UPI features. The software provides a real-time response based on transaction processes, errors, and other FAQs. It reduces the need for users to contact bank customer support for simple queries by automating the first line of support.
The second core functionality is transaction status verification. The user can confirm whether a payment has succeeded, is pending, or has failed. In the case of incomplete or open payments, the assistant will communicate with the issuing bank and provide data needed for rapid resolution. This is particularly relevant for payments being made in the UDIR mode, which enables disputed or uncertain transactions.
UPI Help also assists users in handling recurring payments, otherwise known as mandates or Autopay instructions. All active mandates can be viewed at a glance, making it easy to monitor future payments and avoid duplication or missed deductions. The software provides step-by-step instructions for changing or cancelling mandates, giving users greater control over automated transactions.
Grievance Redressal and User Support
The AI assistant enables grievance redressal by allowing the user to complain about rejected, partially processed, or disputed transactions. Compliant reporting for payments under the peer-to-merchant (P2M) scheme is also enabled. When a complaint is registered, the AI assistant sends information to the involved bank and status updates on settlement. This can shorten the time taken to settle issues and improve transparency for the users.
UPI Assist can be accessed through multiple channels. Users can interact with it through member bank websites and chatbots, as well as the DigiSaathi portal. In the coming couple of months, UPI apps will roll out the assistant through API links, and assistance will be made available within payment apps themselves. Multi-channel access will enable users to access assistance wherever they use UPI services.
