• Source:JND
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The National Payments Corporation of India (NPCI) has launched a new AI-powered assistant called ‘UPI Help’, designed to make digital transactions smoother and customer support more efficient. The new features. It aims to assist users with real-time transaction queries, manage recurring payment mandates, and address complaints related to Unified Payments Interface (UPI) transactions. With this move, NPCI wants to reduce the friction in UPI grievance handling and limit dependency on traditional customer support channels.

AI-Powered Assistance for UPI Transaction Queries

UPI Help provides instant support for issues users face during transactions. Whether it’s a failed, pending, or delayed payment, users can check their transaction status or raise complaints directly through the AI assistant.

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The system connects with partner banks under NPCI’s UPI Dispute Resolution (UDIR) framework to speed up complaint processing and dispute resolution. This could mean significantly shorter waiting times for users facing failed or stuck transactions, something that’s been a persistent issue in India’s UPI ecosystem.

Smarter Management of UPI Mandates

Managing recurring payments and auto-pay mandates has often been confusing for users juggling multiple subscriptions. UPI Help simplifies this by showing all active mandates—across banks and platforms—in one place.

Users can keep an eye on subscriptions, monitor transactions, and cancel mandates or pause them directly within this interface – giving users a tighter grasp on their digital payments without switching apps or bank portals to do it.

Transparent Handling of Complaints and Refunds

Another key capability of UPI Help is merchant grievance tracking. Users can report incomplete transactions or merchant disputes and get real-time updates on their complaint status.

For payments made under the peer-to-merchant (P2M) scheme, the AI assistant routes complaint details to the concerned bank, monitors progress, and provides settlement updates. This level of visibility makes the refund and complaint process far more transparent and traceable than traditional customer service channels.

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Accessing UPI Help

NPCI has made UPI Help accessible through multiple touchpoints — including participating banks’ websites, chatbots, and the DigiSaathi portal. The organisation also plans to integrate the feature directly into popular UPI apps via API integration.

Currently, UPI Help is in its pilot phase, available to a limited user base. NPCI sends feedback from this stage, which will help refine the experience before a full rollout across all UPI platforms in the coming months.

With UPI Help, NPCI is taking a major step toward making India’s digital payments ecosystem more user-friendly, transparent, and responsive — powered by AI rather than long wait times and manual interventions.

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