At PhonePe, we process a staggering 400 million transactions a day—amounting to over 10 billion monthly, operating at a scale that places it among the largest payment platforms globally. Managing such scale would typically require a massive customer support infrastructure for any company; however, PhonePe has consistently prioritized an automation-first approach. Today, we have achieved an industry-leading ratio of one support agent for every 20 million transactions, one of the best efficiency ratios in the world.
\n\n\n\nThis leap in the efficiency ratio isn’t just about managing growth; it’s about a complete structural decoupling of business scale from headcount through a sophisticated, three-layered AI and ML architecture. For PhonePe, this ‘smart scaling’ means that while transaction volumes have grown exponentially, the complexity is managed by an optimized, lean team supported by intelligent automation.
\n\n\n\nThe heart of PhonePe’s strategy is a shift toward ‘proactive’ support, where the most effective resolution is one that requires no human intervention at all. By integrating AI and ML directly into the app’s transaction journeys, the company has created a self-healing ‘DIY’ support ecosystem.
\n\n\n\nCurrently, this AI-driven framework independently resolves over 92% of customer queries while maintaining a customer satisfaction (CSAT) rate of 70%. Whether a user is facing a login hurdle or seeking clarity on an Autopay setup, the app identifies the friction point in real-time and provides an instant, definitive solution. This isn’t just about answering questions; it’s about providing a frictionless journey where the app itself predicts and solves the user’s problem before they feel the need to reach out.
\n\n\n\nFor the small percentage of users who do choose to reach out, PhonePe has replaced the traditional ‘hold’ loop with high-quality AI Voicebots and Chatbots. This layer of the stack is designed to ensure zero wait time, providing expert-level assistance the moment a user initiates contact.
\n\n\n\nThese AI assistants are already proving their value in high-complexity areas. In the Share.Market vertical, a digital voice assistant proactively assists users navigating complex KYC hurdles, contributing to a 5% uplift in demat account openings. Similar contextual AI chatbots are deployed across Mutual Funds, Insurance, and Credit Cards, allowing users to ask specific questions about coverage and benefits in real-time. This ensures that even at peak transaction volumes, every user receives a standardized, high-quality response in their preferred language—including Hindi and Tamil—without ever waiting for an agent to become available.
\n\n\n\nPhonePe’s strategy is clear: AI handles the standard, so humans can master the complex. When a query is too subjective or sensitive for automation, it is seamlessly transitioned to a human agent—but with a significant technological advantage.
\n\n\n\nEvery agent is now equipped with an AI-Assist ‘Wingman’ suite. Before the agent even says “hello,” an AI summarizer condenses the user’s entire transaction and ticket history into a concise brief. During the call, the AI listens in real-time, mapping the user’s problem against an internal knowledge base to suggest the most accurate troubleshooting steps. This ‘Human-AI’ synergy has reduced average interaction times by 30 to 50 seconds per conversation, ensuring that when a human is needed, they are faster, better informed, and entirely focused on the user’s specific needs.
\n\n\n\nThe impact of this AI-first approach extends beyond user satisfaction into operational agility. Historically, setting up the support infrastructure for a new product launch took up to 30 days of manual configuration. Today, PhonePe uses AI to build these complex support flows directly from natural language operating procedures, slashing the development cycle to just 5 days.
\n\n\n\nAs PhonePe continues to expand into new financial frontiers, this focus on embedded, AI-driven assistance suggests a new blueprint for the industry. For the user, it means the end of the traditional ‘help desk’ and the beginning of an era where the app itself acts as a personal, multilingual financial assistant that is always standing by.
\n","date":"13 July, 2026","uri":"/how-ai-driven-automation-is-scaling-phonepes-customer-support-framework/","categories":{"nodes":[{"name":"AI","slug":"ai"}]},"author":{"node":{"name":"Muktha Tavane","slug":"mukthatavane","description":"Muktha is our Corporate Communications wordsmith with over 7 years of experience in the fintech domain, complemented by additional expertise in retail and entertainment content industries. She crafts in-depth articles, data-driven insights, and strategises content campaigns. She’s also closely involved in PR and manages key media partnerships for PhonePe and its group companies."}},"featuredImage":{"node":{"altText":"","localFile":{"childImageSharp":{"fluid":{"base64":"data:image/png;base64,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","aspectRatio":1.5873015873015872,"src":"/static/0f2c7a1ce1a142ba3f82cd2c29c25431/bc8e0/AI-automation-in-CX-blog-icon-scaled.png","srcSet":"/static/0f2c7a1ce1a142ba3f82cd2c29c25431/8ac63/AI-automation-in-CX-blog-icon-scaled.png 200w,\n/static/0f2c7a1ce1a142ba3f82cd2c29c25431/3891b/AI-automation-in-CX-blog-icon-scaled.png 400w,\n/static/0f2c7a1ce1a142ba3f82cd2c29c25431/bc8e0/AI-automation-in-CX-blog-icon-scaled.png 800w,\n/static/0f2c7a1ce1a142ba3f82cd2c29c25431/6050d/AI-automation-in-CX-blog-icon-scaled.png 1200w,\n/static/0f2c7a1ce1a142ba3f82cd2c29c25431/00405/AI-automation-in-CX-blog-icon-scaled.png 1600w,\n/static/0f2c7a1ce1a142ba3f82cd2c29c25431/a76e0/AI-automation-in-CX-blog-icon-scaled.png 2560w","sizes":"(max-width: 800px) 100vw, 800px"}}}}},"subtitleAcf":{"text":"PhonePe Team"}},"moreCategoryBlogs":{"nodes":[{"id":"cG9zdDoxMTM1MA==","excerpt":"At PhonePe, we process a staggering 400 million transactions a day—amounting to over 10 billion monthly, operating at a scale that places it among the largest payment platforms globally. Managing such scale would typically require a massive customer support infrastructure for any company; however, PhonePe has consistently prioritized an automation-first approach. Today, we have achieved… Continue reading How AI-Driven Automation is Scaling PhonePe’s Customer Support Framework
\n","uri":"/how-ai-driven-automation-is-scaling-phonepes-customer-support-framework/","date":"July 13, 2026","title":"How AI-Driven Automation is Scaling PhonePe’s Customer Support Framework","categories":{"nodes":[{"slug":"ai","id":"dGVybTo0MjE2","name":"AI"}]},"author":{"node":{"id":"dXNlcjoyMg==","name":"Muktha Tavane"}},"featuredImage":{"node":{"altText":"","localFile":{"childImageSharp":{"fluid":{"base64":"data:image/png;base64,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","aspectRatio":1.5873015873015872,"src":"/static/0f2c7a1ce1a142ba3f82cd2c29c25431/bc8e0/AI-automation-in-CX-blog-icon-scaled.png","srcSet":"/static/0f2c7a1ce1a142ba3f82cd2c29c25431/8ac63/AI-automation-in-CX-blog-icon-scaled.png 200w,\n/static/0f2c7a1ce1a142ba3f82cd2c29c25431/3891b/AI-automation-in-CX-blog-icon-scaled.png 400w,\n/static/0f2c7a1ce1a142ba3f82cd2c29c25431/bc8e0/AI-automation-in-CX-blog-icon-scaled.png 800w,\n/static/0f2c7a1ce1a142ba3f82cd2c29c25431/6050d/AI-automation-in-CX-blog-icon-scaled.png 1200w,\n/static/0f2c7a1ce1a142ba3f82cd2c29c25431/00405/AI-automation-in-CX-blog-icon-scaled.png 1600w,\n/static/0f2c7a1ce1a142ba3f82cd2c29c25431/a76e0/AI-automation-in-CX-blog-icon-scaled.png 2560w","sizes":"(max-width: 800px) 100vw, 800px"}}}}},"subtitleAcf":{"text":"PhonePe Team"}},{"id":"cG9zdDoxMTMwOA==","excerpt":"Over the past couple of years, PhonePe’s journey toward operationalizing AI began with a search for external platforms capable of automating complex, cognitive business processes. However, as we tested various AI tools for our engineering and operational requirements, we consistently encountered friction, eventually leading us to architect our own internal application layer: Agent Hub. Navigating… Continue reading Engineering Agent Hub: How PhonePe Built a Production-Grade Internal AI Platform
\n","uri":"/engineering-agent-hub-how-phonepe-built-a-production-grade-internal-ai-platform/","date":"July 07, 2026","title":"Engineering Agent Hub: How PhonePe Built a Production-Grade Internal AI Platform","categories":{"nodes":[{"slug":"ai","id":"dGVybTo0MjE2","name":"AI"}]},"author":{"node":{"id":"dXNlcjoyMg==","name":"Muktha Tavane"}},"featuredImage":{"node":{"altText":"","localFile":{"childImageSharp":{"fluid":{"base64":"data:image/png;base64,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","aspectRatio":1.5873015873015872,"src":"/static/42471d19da744bc64c7bb6fc06442382/bc8e0/Agenthub-scaled.png","srcSet":"/static/42471d19da744bc64c7bb6fc06442382/8ac63/Agenthub-scaled.png 200w,\n/static/42471d19da744bc64c7bb6fc06442382/3891b/Agenthub-scaled.png 400w,\n/static/42471d19da744bc64c7bb6fc06442382/bc8e0/Agenthub-scaled.png 800w,\n/static/42471d19da744bc64c7bb6fc06442382/6050d/Agenthub-scaled.png 1200w,\n/static/42471d19da744bc64c7bb6fc06442382/00405/Agenthub-scaled.png 1600w,\n/static/42471d19da744bc64c7bb6fc06442382/a76e0/Agenthub-scaled.png 2560w","sizes":"(max-width: 800px) 100vw, 800px"}}}}},"subtitleAcf":{"text":"PhonePe Team"}}]},"moreBlogs":{"nodes":[{"id":"cG9zdDoxMTM1MA==","excerpt":"At PhonePe, we process a staggering 400 million transactions a day—amounting to over 10 billion monthly, operating at a scale that places it among the largest payment platforms globally. Managing such scale would typically require a massive customer support infrastructure for any company; however, PhonePe has consistently prioritized an automation-first approach. Today, we have achieved… Continue reading How AI-Driven Automation is Scaling PhonePe’s Customer Support Framework
\n","uri":"/how-ai-driven-automation-is-scaling-phonepes-customer-support-framework/","date":"July 13, 2026","title":"How AI-Driven Automation is Scaling PhonePe’s Customer Support Framework","categories":{"nodes":[{"slug":"ai","id":"dGVybTo0MjE2","name":"AI"}]},"author":{"node":{"id":"dXNlcjoyMg==","name":"Muktha Tavane"}},"featuredImage":{"node":{"altText":"","localFile":{"childImageSharp":{"fluid":{"base64":"data:image/png;base64,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","aspectRatio":1.5873015873015872,"src":"/static/0f2c7a1ce1a142ba3f82cd2c29c25431/bc8e0/AI-automation-in-CX-blog-icon-scaled.png","srcSet":"/static/0f2c7a1ce1a142ba3f82cd2c29c25431/8ac63/AI-automation-in-CX-blog-icon-scaled.png 200w,\n/static/0f2c7a1ce1a142ba3f82cd2c29c25431/3891b/AI-automation-in-CX-blog-icon-scaled.png 400w,\n/static/0f2c7a1ce1a142ba3f82cd2c29c25431/bc8e0/AI-automation-in-CX-blog-icon-scaled.png 800w,\n/static/0f2c7a1ce1a142ba3f82cd2c29c25431/6050d/AI-automation-in-CX-blog-icon-scaled.png 1200w,\n/static/0f2c7a1ce1a142ba3f82cd2c29c25431/00405/AI-automation-in-CX-blog-icon-scaled.png 1600w,\n/static/0f2c7a1ce1a142ba3f82cd2c29c25431/a76e0/AI-automation-in-CX-blog-icon-scaled.png 2560w","sizes":"(max-width: 800px) 100vw, 800px"}}}}},"subtitleAcf":{"text":"PhonePe Team"}},{"id":"cG9zdDoxMTMwOA==","excerpt":"Over the past couple of years, PhonePe’s journey toward operationalizing AI began with a search for external platforms capable of automating complex, cognitive business processes. However, as we tested various AI tools for our engineering and operational requirements, we consistently encountered friction, eventually leading us to architect our own internal application layer: Agent Hub. Navigating… Continue reading Engineering Agent Hub: How PhonePe Built a Production-Grade Internal AI Platform
\n","uri":"/engineering-agent-hub-how-phonepe-built-a-production-grade-internal-ai-platform/","date":"July 07, 2026","title":"Engineering Agent Hub: How PhonePe Built a Production-Grade Internal AI Platform","categories":{"nodes":[{"slug":"ai","id":"dGVybTo0MjE2","name":"AI"}]},"author":{"node":{"id":"dXNlcjoyMg==","name":"Muktha Tavane"}},"featuredImage":{"node":{"altText":"","localFile":{"childImageSharp":{"fluid":{"base64":"data:image/png;base64,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","aspectRatio":1.5873015873015872,"src":"/static/42471d19da744bc64c7bb6fc06442382/bc8e0/Agenthub-scaled.png","srcSet":"/static/42471d19da744bc64c7bb6fc06442382/8ac63/Agenthub-scaled.png 200w,\n/static/42471d19da744bc64c7bb6fc06442382/3891b/Agenthub-scaled.png 400w,\n/static/42471d19da744bc64c7bb6fc06442382/bc8e0/Agenthub-scaled.png 800w,\n/static/42471d19da744bc64c7bb6fc06442382/6050d/Agenthub-scaled.png 1200w,\n/static/42471d19da744bc64c7bb6fc06442382/00405/Agenthub-scaled.png 1600w,\n/static/42471d19da744bc64c7bb6fc06442382/a76e0/Agenthub-scaled.png 2560w","sizes":"(max-width: 800px) 100vw, 800px"}}}}},"subtitleAcf":{"text":"PhonePe Team"}},{"id":"cG9zdDoxMDg4Mg==","excerpt":"When processing billions of transactions in a system as large as PhonePe, underlying databases go through constant querying, repairs and management. While a set of these tasks are automated, some are managed by human users. This leaves a potential risk of unauthorised/untracked human activities being executed in the databases. PhonePe addresses this risk with a… Continue reading Hoshō: A Database Activity Monitoring Tool
\n","uri":"/hosho-a-database-activity-monitoring-tool/","date":"May 15, 2026","title":"Hoshō: A Database Activity Monitoring Tool","categories":{"nodes":[{"slug":"engineering","id":"dGVybTo3","name":"Engineering"}]},"author":{"node":{"id":"dXNlcjoyMg==","name":"Muktha Tavane"}},"featuredImage":{"node":{"altText":"","localFile":{"childImageSharp":{"fluid":{"base64":"data:image/png;base64,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","aspectRatio":1.5873015873015872,"src":"/static/fd5350b7061977085d7c523b6f5a309f/bc8e0/Hosho-Final-Header-Icon-scaled.png","srcSet":"/static/fd5350b7061977085d7c523b6f5a309f/8ac63/Hosho-Final-Header-Icon-scaled.png 200w,\n/static/fd5350b7061977085d7c523b6f5a309f/3891b/Hosho-Final-Header-Icon-scaled.png 400w,\n/static/fd5350b7061977085d7c523b6f5a309f/bc8e0/Hosho-Final-Header-Icon-scaled.png 800w,\n/static/fd5350b7061977085d7c523b6f5a309f/6050d/Hosho-Final-Header-Icon-scaled.png 1200w,\n/static/fd5350b7061977085d7c523b6f5a309f/00405/Hosho-Final-Header-Icon-scaled.png 1600w,\n/static/fd5350b7061977085d7c523b6f5a309f/a76e0/Hosho-Final-Header-Icon-scaled.png 2560w","sizes":"(max-width: 800px) 100vw, 800px"}}}}},"subtitleAcf":{"text":"Pratik Anurag, Manisha C, Shubham Sharma, and Krishna Prasanth"}},{"id":"cG9zdDoxMDczOA==","excerpt":"Infrastructure as Code (IaC) is often treated as the holy grail of Site Reliability Engineering (SRE). We use tools like SaltStack and Ansible, alongside golden images and post-install scripts, to define our ideal state. But here is the hidden secret of infrastructure engineering: IaC dictates how things should be, but it doesn’t guarantee what actually… Continue reading Beyond IaC: Engineering a solution to Guarantee What Actually Is in Production
\n","uri":"/beyond-iac-engineering-a-solution-to-guarantee-what-actually-is-in-production/","date":"April 17, 2026","title":"Beyond IaC: Engineering a solution to Guarantee What Actually Is in Production","categories":{"nodes":[{"slug":"engineering","id":"dGVybTo3","name":"Engineering"}]},"author":{"node":{"id":"dXNlcjoyMg==","name":"Muktha Tavane"}},"featuredImage":{"node":{"altText":"","localFile":{"childImageSharp":{"fluid":{"base64":"data:image/png;base64,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","aspectRatio":1.5873015873015872,"src":"/static/63436876543243cc7eb59bd61c85f7c1/bc8e0/Beyond-IaC-HEADER-scaled.png","srcSet":"/static/63436876543243cc7eb59bd61c85f7c1/8ac63/Beyond-IaC-HEADER-scaled.png 200w,\n/static/63436876543243cc7eb59bd61c85f7c1/3891b/Beyond-IaC-HEADER-scaled.png 400w,\n/static/63436876543243cc7eb59bd61c85f7c1/bc8e0/Beyond-IaC-HEADER-scaled.png 800w,\n/static/63436876543243cc7eb59bd61c85f7c1/6050d/Beyond-IaC-HEADER-scaled.png 1200w,\n/static/63436876543243cc7eb59bd61c85f7c1/00405/Beyond-IaC-HEADER-scaled.png 1600w,\n/static/63436876543243cc7eb59bd61c85f7c1/a76e0/Beyond-IaC-HEADER-scaled.png 2560w","sizes":"(max-width: 800px) 100vw, 800px"}}}}},"subtitleAcf":{"text":"Aniruddha Thombre, Udeshya Giri, Shivam Pansy Satyendra Tyagi, and Ghanshyam Gupta"}},{"id":"cG9zdDoxMDY5MA==","excerpt":"At PhonePe Limited (“PhonePe”), the top banner on our platform’s homepage (the “masthead”) isn’t just an ad slot—it’s the important real estate we have. However, delivering real-time, personalized recommendations at a scale of hundreds of millions of users presents a complex problem to solve for two reasons: Whether a user is brand new or a… Continue reading Optimizing Merchandising: Machine Learning for Real-Time App Experience and LTV Maximization
\n","uri":"/optimizing-merchandising-machine-learning-for-real-time-app-experience-and-ltv-maximization/","date":"February 16, 2026","title":"Optimizing Merchandising: Machine Learning for Real-Time App Experience and LTV Maximization","categories":{"nodes":[{"slug":"engineering","id":"dGVybTo3","name":"Engineering"}]},"author":{"node":{"id":"dXNlcjoyMg==","name":"Muktha Tavane"}},"featuredImage":{"node":{"altText":"","localFile":{"childImageSharp":{"fluid":{"base64":"data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAABQAAAANCAIAAAAmMtkJAAAACXBIWXMAAC4jAAAuIwF4pT92AAADBklEQVR42mPQEK3VkGxUVqxXEa5UFa0CIjXhElWhYjWhEh2JEj2pQg3hHDWhDCXBZCBSEIxXEos3kyuSFYqSEY5g0BCrU5ds0FBp0pKoUROtVBet1hSu0BWtkOfJyfHetKP2V5bLWnneZBWhVKBmRaEkeeEYWeFoIAJp1hSu0hCsNJRoMJJq0Bau0hGp0RepNZFsUOHLy/PceGb2r+rE9bKcyapC6WDLgZrjZIWiQUg4kkFfsEFXsMFEvAWIdARqdASrtQWrtQQrtIVL9CXLDaTKtEXyNISzVATTIC5XFE6QF4kBalYWT2QwEWg24muyluiwEGo14G0w5q834q/R563W4i5V4ypQ5spT4s6U50lX4odoTgHaLMUfAURywjEM1jwdljxtvvwzynQOugn2mvE2GbBVx1hN3zjz6uL289Mrz/Xln+nOv2Sn3SHHE68onKTLn1uhuz9QpV+cP5TBmavbnqszhn/eBOfDfiKT3ES6HAV7a+PX/v///8Otf2fX/Duy5teT4/9DnWfJc6aYqpZbiVY1GG3z12gX5wtj8GSf4MHe78k9wZWt25m9y5Wny5qtOcpwxryWoxOKD7ak7q2K2V0ef8BatUmJN1VNJF1ZOFmGN1qSPxwY4AyBLFMCmCcHcU3z45rsxdrnztblzNFhzdakw1ChwVCkxpCrypChwJCiwZOhJpgJ9LOCQJKWRJqSaLyMYDRDONOsUIbp8QILogXm+TJN9Gbt8wDpb/PR7Aky7vXS7nLT6LBTbtTiz1EXyFQWTFUUSFIVSlEQjpMRimaIZZyXyLg4lnVOFNvsYOap/myTvdn6nDhal04+d+vo71ObP+6f+7Wv6pwqT7qWYLaKYLqqcKquTK60YBQwkTEkMSxIZlwYyzAnmml2OMuMYLapvqwT3Hnb5zeeu7jw/8293/4+/394yx0l9nRtoVwVoXSgtw1kC+QFExTFM0CagSiRYX4M4+wIxhkgy1kmubC3R0dMzctblpG+KDtrZVjATE3ebE1+aFKR549XEIqXF00GAK/U7tOfAxm6AAAAAElFTkSuQmCC","aspectRatio":1.5873015873015872,"src":"/static/53b94435b8d140eec0522e246b3cec75/bc8e0/Machine-Learning-System-FINAL-1-scaled.png","srcSet":"/static/53b94435b8d140eec0522e246b3cec75/8ac63/Machine-Learning-System-FINAL-1-scaled.png 200w,\n/static/53b94435b8d140eec0522e246b3cec75/3891b/Machine-Learning-System-FINAL-1-scaled.png 400w,\n/static/53b94435b8d140eec0522e246b3cec75/bc8e0/Machine-Learning-System-FINAL-1-scaled.png 800w,\n/static/53b94435b8d140eec0522e246b3cec75/6050d/Machine-Learning-System-FINAL-1-scaled.png 1200w,\n/static/53b94435b8d140eec0522e246b3cec75/00405/Machine-Learning-System-FINAL-1-scaled.png 1600w,\n/static/53b94435b8d140eec0522e246b3cec75/a76e0/Machine-Learning-System-FINAL-1-scaled.png 2560w","sizes":"(max-width: 800px) 100vw, 800px"}}}}},"subtitleAcf":{"text":"Rohit Walimbe, Pramod Patil, Kunal Bhadra, Nrutya Doshi, Kedar Swadi"}}]},"previous":null,"next":{"uri":"/engineering-agent-hub-how-phonepe-built-a-production-grade-internal-ai-platform/","title":"Engineering Agent Hub: How PhonePe Built a Production-Grade Internal AI Platform"},"categoriesData":{"nodes":[{"id":"dGVybTo0MjE2","name":"AI","count":2,"uri":"/category/ai/"},{"id":"dGVybToxOQ==","name":"Architecture","count":15,"uri":"/category/architecture/"},{"id":"dGVybTo0NDI=","name":"Cricket","count":null,"uri":"/category/sports/cricket/"},{"id":"dGVybTo3","name":"Engineering","count":15,"uri":"/category/engineering/"},{"id":"dGVybToyNQ==","name":"Mobile","count":10,"uri":"/category/mobile/"},{"id":"dGVybToyMg==","name":"Open Source","count":null,"uri":"/category/open-source/"},{"id":"dGVybToxNg==","name":"People Stories","count":3,"uri":"/category/people-stories/"},{"id":"dGVybToyOA==","name":"Product","count":3,"uri":"/category/product/"},{"id":"dGVybTo0MzM=","name":"Sports","count":null,"uri":"/category/sports/"},{"id":"dGVybTozMQ==","name":"Tech Stories","count":null,"uri":"/category/tech-stories/"},{"id":"dGVybTox","name":"Uncategorized","count":null,"uri":"/category/uncategorized/"}]},"recentPosts":{"nodes":[{"id":"cG9zdDoxMTM1MA==","title":"How AI-Driven Automation is Scaling PhonePe’s Customer Support Framework","uri":"/how-ai-driven-automation-is-scaling-phonepes-customer-support-framework/"},{"id":"cG9zdDoxMTMwOA==","title":"Engineering Agent Hub: How PhonePe Built a Production-Grade Internal AI Platform","uri":"/engineering-agent-hub-how-phonepe-built-a-production-grade-internal-ai-platform/"},{"id":"cG9zdDoxMDg4Mg==","title":"Hoshō: A Database Activity Monitoring Tool","uri":"/hosho-a-database-activity-monitoring-tool/"},{"id":"cG9zdDoxMDczOA==","title":"Beyond IaC: Engineering a solution to Guarantee What Actually Is in Production","uri":"/beyond-iac-engineering-a-solution-to-guarantee-what-actually-is-in-production/"},{"id":"cG9zdDoxMDY5MA==","title":"Optimizing Merchandising: Machine Learning for Real-Time App Experience and LTV Maximization","uri":"/optimizing-merchandising-machine-learning-for-real-time-app-experience-and-ltv-maximization/"}]}},"pageContext":{"id":"cG9zdDoxMTM1MA==","categories":[{"id":"dGVybTo0MjE2","name":"AI","slug":"ai","uri":"/category/ai/","count":2},{"id":"dGVybToxOQ==","name":"Architecture","slug":"architecture","uri":"/category/architecture/","count":15},{"id":"dGVybTo3","name":"Engineering","slug":"engineering","uri":"/category/engineering/","count":15},{"id":"dGVybToyNQ==","name":"Mobile","slug":"mobile","uri":"/category/mobile/","count":10},{"id":"dGVybToxNg==","name":"People Stories","slug":"people-stories","uri":"/category/people-stories/","count":3},{"id":"dGVybToyOA==","name":"Product","slug":"product","uri":"/category/product/","count":3}],"categoryId":"dGVybTo0MjE2","previousPostId":null,"nextPostId":"cG9zdDoxMTMwOA=="}}, "staticQueryHashes": ["4132566406"]}