NPCI Launches AI-Based ‘UPI Help’ for Payment Query Support

In a move to enhance user experience and trust in digital transactions, the National Payments Corporation of India (NPCI) has launched ‘UPI Help’, an AI-powered digital assistant aimed at simplifying grievance redressal and transaction tracking on the Unified Payments Interface (UPI). The new tool promises real-time support for millions of users facing common payment issues, such as failed or delayed transactions, unclear payment statuses, and autopay mandate queries.

What is ‘UPI Help’?

‘UPI Help’ is a smart virtual assistant designed to streamline digital payment assistance. It functions as an automated support system capable of,

• Providing step-by-step resolution for failed or pending transactions
• Allowing users to check payment statuses instantly
• Enabling users to raise complaints and track their progress in real time
• Offering a unified view of all active mandates under the UPI Autopay feature

By integrating artificial intelligence with banking services, UPI Help makes digital grievance redressal more transparent, faster, and efficient.

Integration with UDIR Framework

The AI assistant is fully integrated with the UPI Dispute Resolution (UDIR) system — a centralized framework that standardizes complaint redressal across banks and payment service providers.

Benefits of UDIR integration,

• Automatic transmission of transaction details to the concerned bank
• Reduction in resolution time for disputes
• Clear status updates to the user on each complaint
• Eliminates the need to contact bank branches or customer care for common issues

This ensures a seamless feedback loop between banks and users — a major upgrade in India’s digital payment infrastructure.

UPI Mandate Management

Another core feature of ‘UPI Help’ is its focus on mandate transparency,

• Users can view, manage, or cancel recurring payment mandates
• Applies to subscriptions, utility bills, loan repayments, and more
• Enhances financial control and protects against unauthorised payments
• This consolidated dashboard empowers users to better manage their UPI Autopay arrangements without third-party intervention.

Rollout and Availability

‘UPI Help’ is currently being launched in pilot mode and is accessible through,

• Select member banks’ websites and customer service portals
• The DigiSaathi chatbot, India’s digital payment helpline
• Future plans include integration within UPI apps like PhonePe, Google Pay, Paytm, and BHIM via API-based connections
• The system will gradually scale to a nationwide rollout once pilot feedback is implemented, potentially supporting over 12 billion monthly UPI transactions.