PhonePe cuts customer support staff by 60% amid shift to AI

PhonePe has reduced its customer support staff by 60%, from 1,100 agents to just over 400, over the past five years, according to its annual report. The fintech giant said the efficiency was achieved by increasing automated customer service issue resolutions, powered by AI-driven chatbots, to over 90%. PhonePe also stated it employs more than 1,500 of India's top engineers.