{
  "id": 10960142,
  "title": "How AI Is Helping PhonePe Improve Efficiency & Cut Costs",
  "url": "https://urgent.news/2026/09/30/how-ai-is-helping-phonepe-improve-efficiency-cut-costs",
  "topic": "ai",
  "section": "AI",
  "published": "2026-09-30T13:44:35.000Z",
  "source": {
    "name": "Inc42",
    "slug": "inc42",
    "url": "https://inc42.com/buzz/how-ai-is-helping-phonepe-improve-efficiency-cut-costs/"
  },
  "original_language": "en",
  "account": "PhonePe, a leading fintech company, is leveraging artificial intelligence to streamline its operations and reduce expenses. During the inaugural 'The CTO Summit 2026', the company's Chief Technology Officer, Srijon Biswas, shared insights on how AI has impacted PhonePe's internal workflows and software development processes.\n\nAI has significantly reduced operating costs and accelerated internal processes. For instance, specific audit procedures have been shortened from four days to just three minutes. Moreover, PhonePe has managed to save approximately 22 person-days per app release, thanks to AI-driven automation. In a single workflow, what once took product managers, designers, and developers two to three days to complete can now be accomplished in around 10 minutes with automated code generation.\n\nBiswas explained that PhonePe now employs over 200 AI agents, utilized by around 1,600 employees on a daily basis. In operations, AI has been implemented in specific workflows to cut costs and minimize manual labor. Voice agent costs have plummeted to about one-sixth of their previous levels, and certain KYC and onboarding workflows have eliminated the need for human agents altogether. In fact, they have managed to reduce 20 agents down to zero, reassigning these employees to other tasks.\n\nThe savings do not stop at operations; they extend to software development as well. The frequency of app releases has increased, leading to substantial cumulative savings. By automating certain aspects of the development process, PhonePe has reduced the time required for releases by about 22 person-days. Moreover, unit testing has been slashed from three days to approximately half a day.\n\nWhen it comes to consumer-facing AI applications, PhonePe has taken a more cautious approach. While these applications can prove beneficial, they also require considerable engineering effort and careful consideration of the user experience. One example cited by Biswas involves allowing users to inquire about their transaction history using plain English rather than navigating through multiple filters.\n\nPhonePe's cautious stance on AI is further exemplified by the company's decision to implement a layer that ensures all AI agents and automated systems adhere to the same role-based access rules. This layer guarantees that only authorized personnel can access sensitive systems. This additional layer of security is particularly crucial for a regulated fintech company like PhonePe.\n\nLooking ahead, Biswas anticipates that AI will transform the composition of engineering teams. The focus will increasingly shift towards senior decision-making and judgment, with a greater emphasis on individuals capable of making accurate and timely decisions. He believes that AI will play an essential role in shaping the future of PhonePe's engineering workforce.",
  "summary": "AI is helping PhonePe reduce operating costs and speed up internal workflows, with specific audit processes shortened from four days…",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}