Payment processing is a key enabler for any company. Thanks to the pandemic, digital payments have shifted from a nice-to-have capacity to an essential service, enabling merchants of all sizes to embrace an omnichannel strategy. But with size comes its own set of challenges, which end up being met by clients.
Every time a customer reaches out to them when they encounter problems using the platform, PayPal attempts to leverage the power of AI on its platform.
For any digital business, the most challenging part is solving different kinds of client problems. And with its data lake and AI/ML engine, PayPal tackles this issue to intelligently track the journey of customers not only to deliver experience but also to anticipate any problem that may arise in the future. And with observations, after pre-understanding the problem, the customer service executive team is prepared to manage every user in a customized way.
“We deliver empathy at scale in situations where customers are unhappy or face any issue with our platform. We leverage AI and ML to solve and even predict intent and proactively reach out to customers before they can perceive an issue. Our systems are prepared not only to serve customers but also to have forecasts of various issues that a customer may face. And accordingly, we handle that problem. We also keep track of customer satisfaction. This intelligence is making us stand apart from the league in the market and delivering a holistic solution to every customer,” said Guru Bhat, GM & VP, Omni Channel & Customer Success, PayPal India.
According to CIO, PayPal manages 28 million merchants and more than 333 million active accounts and has allowed the capabilities of data science to understand its customers’ needs better. The data science team uses AI to help the organization understand the travels, actions, and desires of individual customers better. Hence, they can recognize positive behavior that is ignored by larger statistical models and deliver customized goods and experiences.