PhonePe has automated 94% of its customer support operations and 80% of its fraud investigations using artificial intelligence, according to cofounder Rahul Chari. The figures, shared on September 10, 2026, point to a sharp reduction in manual workload across two of the fintech company's most resource-intensive functions.
Chari said the company is also applying AI throughout its product development pipeline, including coding, code reviews, testing, deployment, and troubleshooting. The disclosure signals how deeply AI has been woven into PhonePe's daily operations beyond customer-facing tools.
Where the automation is concentrated
Customer support automation at 94% means the vast majority of incoming queries are resolved without human intervention. For a payments platform processing high transaction volumes, that scale of automation changes staffing requirements and response times.
Fraud investigations tell a similar story. With 80% of investigations handled by AI, human analysts focus on the remaining cases that require judgment or escalation. Chari did not specify which AI models or vendors PhonePe uses, but the company has built internal capabilities over several years.
AI in the development workflow
PhonePe's use of AI extends to how its engineers work. Chari said AI now plays a role in writing code, reviewing it, testing it, deploying it, and troubleshooting issues after release. This mirrors a broader shift across the tech industry, where AI-assisted development has moved from experimental to standard practice.
For customer support teams, the development-side adoption matters too. Faster deployment cycles mean support tools and AI models can be updated more frequently as new edge cases emerge.
Teams evaluating similar automation can look at resources on AI for Customer Support to understand how these systems are implemented in practice. Managers overseeing support operations may also find the AI Learning Path for Call Center Supervisors relevant when planning team transitions.
Why this matters for customer support professionals
PhonePe's numbers are a signal, not an outlier. If 94% automation is achievable at a company of PhonePe's scale, support leaders should expect similar targets to reach their own organizations. The job shifts from answering routine queries to managing AI systems, handling escalations, and reviewing edge cases where automation fails.
The practical takeaway: build skills in AI oversight, prompt design, and escalation management. The role isn't disappearing, but the day-to-day work is changing fast.
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