UPI to get AI help for payments, NPCI has a new…

NPCI has launched UPI Help, an AI assistant designed to answer payment queries, track transactions, manage mandates, and resolve UPI complaints efficiently.

The National Payments Corporation of India (NPCI) has launched a new AI-powered assistant, ‘UPI Help’, to simplify digital transactions on the Unified Payments Interface (UPI). The tool is designed to assist users with queries, manage payment mandates, and address grievances related to UPI payments. NPCI aims to make digital transactions more efficient by reducing the dependence on manual customer support.

Instant Support for Payment Queries

NPCI launches AI-powered UPI Help to resolve payment issues, manage mandates, and track transaction complaints.

By MD Ijaj Khan

Ijaj Khan is a technology journalist and Senior Content Producer at Hindustan Times, with over three years of experience covering the consumer technology industry. His work spans smartphones, laptops, wearables, gaming, appliances and AI - from hands-on reviews, comparison and buying guides to breaking news and in-depth features that help readers cut through the noise and make informed decisions. Before joining HT Tech, he worked with Jagran New Media, where he sharpened his instincts for fast-paced digital reporting. He holds a Post Graduate Diploma in English Journalism and Mass Communication from the Indian Institute of Mass Communication (IIMC), Delhi. Whether he's testing the latest flagship smartphone, tracking a major AI announcement, or putting a gaming laptop through its paces, Ijaj approaches every story with the same goal - making technology feel relevant and easy to understand for everyday users, not just enthusiasts. When he's not in front of a screen for work, he's usually travelling to a new city, hunting for great food, or keeping tabs on what's next in tech before everyone else catches on.

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UPI Help will allow users to receive quick responses for issues encountered during UPI transactions. Users can check transaction statuses, report failed or pending payments, and raise complaints directly through the assistant. The system interacts with banks to give faster dispute resolution under the UPI Dispute Resolution (UDIR) framework, which could help resolve payment-related concerns efficiently.

Simplified Management of UPI Mandates

The assistant also offers a feature to manage recurring payments and auto-pay mandates. Users can view all active mandates in a single interface, track ongoing subscriptions, and monitor automatic transactions without switching between multiple apps or banking portals. This centralised approach will make it easier to keep control over recurring payments.

Tracking Grievances and Merchant Complaints

UPI Help enables users to log complaints for incomplete transactions or merchant-related issues. It also supports service-related concerns, including refunds and failed transfers, which previously required extensive follow-ups with customer care. For payments under the peer-to-merchant (P2M) scheme, the assistant forwards complaint details to the relevant bank and provides updates on the settlement process, which helps improve transparency and reduce resolution time.

NPCI has made UPI Help accessible through multiple channels. Users can reach it via member banks’ websites, chatbots, the DigiSaathi portal, and eventually within UPI apps through API integration. The assistant is currently in a pilot phase with a select group of users. NPCI will collect feedback from this phase before extending the service to a broader user base across all UPI platforms.