The client is one of India's leading merchant commerce platforms, operating point-of-sale infrastructure and payment gateway services for over 150,000 active businesses. Every day, its terminals process a high volume of debit, credit, and payment transactions across the country. At that scale, merchant support is a core operational function that directly affects transaction continuity and the reliability of the commerce ecosystem the platform is built to power.
With 150,000 active merchants generating consistent, high-volume queries across transaction settlements, machine troubleshooting, and store validation, the platform recognised a clear opportunity to introduce intelligent automation at the L1 support tier. Routine merchant queries represented a significant portion of agent capacity, and the scale of merchant growth made a compelling case for an always-on, AI-powered support channel that could deliver speed, consistency, and quality at every interaction.
Cloud4C built a GenAI-powered voice bot on Azure OpenAI GPT-4o that handles the full scope of L1 merchant queries in natural, context-aware conversation. Azure AI Search gave the bot live access to internal SOPs and the knowledge base, ensuring every response was accurate and aligned with the platform's own processes. Direct API integration with Salesforce and core internal systems enabled real-time merchant and POS data validation within the conversation itself, eliminating handoffs and delivering resolution at the speed merchants expect.
150,000+Active merchants served through intelligent automated support
L1 Automated First-line support fully handled by GenAI
Multi-Step Complex merchant queries resolved entirely with automation
Real-Time Live data validation via Salesforce and internal system integration