AI Killing Jobs: PhonePe Cuts 60% of Customer Support Staff amid AI Advancements
PhonePe has significantly reduced its customer support workforce by 60% over the last five years, bringing the number of agents down from approximately 1,100 to 400. This shift is driven by the company’s integration of AI technologies and automation in customer support, aimed at delivering more efficient solutions.
This strategic transition reflects a broader trend within the fintech industry, where companies are increasingly adopting AI to streamline operations and cut costs. Automated systems are now handling common queries, which minimizes the necessity for human involvement.
PhonePe emphasizes that this approach enables its human resources to concentrate on more complex and personalized customer issues.
Additionally, PhonePe highlighted its commitment to job creation, stating that it has generated over 22,000 jobs across India. The company currently employs more than 1,500 top engineers dedicated to developing advanced technological solutions to enhance digital payment services.