Razorpay’s AI resolves 80% of customer queries as global expansion accelerates

Razorpay is utilizing artificial intelligence (AI) to transform its operations and improve customer experience while expanding its presence in international markets. The company recently launched its operations in Singapore and is experiencing strong growth in Malaysia. Additionally, Razorpay is open to acquiring companies that focus on AI.

"Almost 80% of customer concerns are resolved by AI," said Harshil Mathur, CEO and Co-Founder of Razorpay. He emphasized the increasing importance of AI in customer service. Mathur explained that AI is not merely an external addition but represents a fundamental shift in the company's operations. “We can’t say that there’s a dedicated team for AI while everyone else does their regular work. It has to be integrated at a fundamental level; every team needs to start using AI extensively.”

Razorpay's adoption of AI goes beyond customer support. The marketing team has begun employing AI for video creation, which has significantly reduced costs and reliance on external agencies. "One person can accomplish what an entire agency used to do by leveraging AI," said Shashank Kumar, Managing Director and Co-Founder of Razorpay.​