<ul><li>Fintech giant PhonePe has reduced its customer support staff by 60% over the past five years.</li><li>This reduction was achieved through the adoption of AI-driven automation, with over 90% of customer issues now resolved through chatbots.</li><li>Despite the staff reduction, PhonePe has seen a 40X growth in transactions between FY18-19 and FY23-24 and improved customer satisfaction, as reflected in a growing Net Promoter Score (NPS).</li><li>PhonePe reported a 73% jump in revenue in FY24, reaching INR 5,064 Cr, with a positive Adjusted Profit After Tax (PAT) of INR 197 Cr.</li></ul>

How PhonePe Leveraged AI To Reduce Customer Support Teams By 60%

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