Case Study: PhonePe automates 60% of customer queries to serve 150 million users with Freshdesk

PhonePe - Customer Case Study

PhonePe is an Indian fintech on a mission to be a universal, seamless and safe mobile payments ecosystem, serving 150 million users and processing 380 million transactions a month as volumes rapidly grow. Because payments are high‑anxiety and PhonePe offers hundreds of services and SKUs across diverse customer segments, the company faced the twin challenges of delivering consistent, fast support at scale and avoiding the bottleneck of training agents for 1000+ scenarios.

PhonePe adopted the Freshworks helpdesk and Freddy omnibot, rolling out live chat, chatbots and an agent‑assist bot that integrates with their ERP. The deployment automated 850 decision items and now resolves 60% of inquiries without human intervention, raising CSAT scores and providing guided workflows and next‑best actions to agents—delivering a highly automated, personalized customer experience that scales with growth.

PhonePe

Vishal Gupta

Head of Product