India’s fastest growing fintech unicorn join hands withSimplifai to enhance its operational excellence.

Pine Labs, a leading merchant platform, has revolutionized the retail industry with itsinnovative payment solutions and merchant-focused technology. Established with a vision tosimplify payments and empower businesses, the fintech giant stands today at a valuation ofnearly $3.1 billion, catering to more than 100,000 merchants in Asia.

At the core of Pine Labs’ success is its commitment to providing seamless and securetransaction experiences and to stay true to their commitment, Pine Labs has trustedSimplifai AI Automation Platform.

Managing a diverse customer base with rising volume ofemails was becoming a concern

Pine labs has a gigantic and diversecustomer base that includes third-partymerchants, partners, end-customers, andeven SMB and enterprise businesses.Whenever a transaction is carried out, acase is formed, followed by one or multipletickets for each case.

The fintech company receives at least 1.2million of these tickets created from theircustomer base annually. Resolving thetickets needs high work capacity to dealwith activities like data gathering and dataentering before they are assigned to theconcerned team for further processing.

Many of these activities were carried outmanually, which was time-consuming andcostly. Peak seasons were the worst asthey brought in a heavy inflow of cases the numbers sometimes reaching more than 100,000 during those months. Thismade it difficult for a burdened team toclose cases within a defined turnaroundtime. Soon enough, work began to pileupthus creating a need for extra capacitydespite a strong customer service team.

Simplifai AI Automation Platform has taken charge ofmultiple processes within Pine Labs

Pine Labs has multiple processes of which Simplifai AI Automation Platform is automatingtwo of them, Plutus and MasterApp using the email processing module.

Using our automation platform, Pine Labs is processing 100% of incoming emails. Thisincludes 30000 emails per month in the email automation process (non-voice) and anadditional 15000 emails per month in their MasterApp process. Out of these, the end-toend automation which involves taking actions such as replying to an email with an accurateresponse includes 52% for 13 email channels including Plutus which may go upto 80% innear future with use of document processing module and expansion of the current projectscope. For MasterApp is goes to as high as 93%.

Apart from email automation, we are also exploring some more uses cases such assentiment analysis, merchant onboarding, and MPR & transaction related processes. Ofthese, sentiment analysis is already in the process.

The Fintech Giant is reaping significant benefits fromSimplifai AI Automation Platform

• Automating workequivalent to 20 full timeemployees
• Saving 160 hours/day incustomer support relatedservices
• 100% processing rate fordaily incoming email
• Slashed the turnaroundtime from 6 mins to 2mins per email
• Minimized manual errors,enhanced accuracy, andefficiency
• Boosted businessopportunities and ROI.

Pine Labs and SimplifaiForge a Path to AI-DrivenExcellence

The strategic collaboration betweenPine Labs and Simplifai marks asignificant milestone in the fintech sector,highlighting the increasing reliance on AIand automation to enhance operationalefficiency. Looking ahead, this deal ispoised to pave the way for more advancedintegrations and innovative solutions,potentially revolutionizing how financialtransactions and customer interactionsare managed. As Pine Labs continues togrow and evolve, its alliance with Simplifaistands as a cornerstone in its mission toredefine the fintech landscape.

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