New Delhi: The National Payments Corporation of India (NPCI), in collaboration with the Reserve Bank of India, has unveiled its latest tool — UPI Help, an artificial‑intelligence driven assistant designed to resolve queries, track transactions, and manage mandates on the Unified Payments Interface (UPI) network.
This initiative comes as part of a broader digital payments push at the Global Fintech Festival 2025 where NPCI announced multiple innovations aimed at strengthening India’s payments backbone.
Key Features of UPI Help
Responding to payment queries – The tool enables users to ask about transaction outcomes, features or guidelines directly via chat or voice within bank‑websites or dedicated portals. It simplifies information around UPI usage and helps users understand when their payment hasn’t gone through or what a particular UPI mandate means.
Grievance redressal & transaction tracking – UPI Help empowers users to check the status of their UPI payments, raise complaints for incomplete or pending transactions under the UDIR framework, and enables seamless communication with issuing banks for quicker dispute resolution.
Unified mandate management – Users will now be able to view all their active UPI AutoPay mandates in a single interface; they can pause, resume, or revoke mandates through guided links and keywords — offering greater control over recurring payments.
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Availability & Access Channels
Initially, UPI Help will be available through member banks’ customer interface channels (websites, chatbots) and via the DigiSaathi portal. Over time, participating UPI apps will integrate the assistant through APIs to embed the support assistant directly within their platforms.
The launch is currently in a pilot phase with limited user access. Depending on performance and user feedback, NPCI will scale the service nationwide.
Why This Matters?
With the UPI system processing billions of transactions monthly, user experience and dispute‑resolution mechanisms have become critical. The introduction of an AI‑powered assistant marks a move to simplify customer support, reduce manual intervention and streamline recurring‑payment management.
From a consumer perspective, this means faster clarity when a payment is ‘pending’ or ‘failed’, direct access to mandate controls (which until now were spread across multiple apps), and a lower friction path to get help without navigating complex customer‑service menus.
What to Watch For
While UPI Help promises convenience, its effectiveness will depend on seamless integration with banks and UPI apps, accurate transaction‑status updates, clear privacy safeguards, and multi‑lingual support to cater to India’s diverse user base. NPCI has noted that the assistant is currently available in English and will roll out in other Indian languages.
As the pilot expands, monitoring will include how many real‑time complaints are resolved, how many recurring‑payment mandates get managed through the assistant, and whether users experience fewer “failed/pending” payment uncertainties.