Sirf Such

Truth that Matters. Stories that Impact

Sirf Such

Truth that Matters. Stories that Impact

Business

Razorpay Launches AI Account Manager RAY on WhatsApp in Partnership with IndusInd Bank

Omnichannel payments provider Razorpay has announced the rollout of RAY, an artificial intelligence account manager operating directly on WhatsApp. Developed in partnership with IndusInd Bank, the new service is designed to deliver round-the-clock payment management and operational support to enterprises of all scales, with Bajaj Finance participating among the initial cohort of live users.

What Happened

According to an announcement released from Bengaluru, Razorpay has expanded its merchant assistance capabilities by embedding its AI tool, RAY, into WhatsApp. Rather than requiring merchant founders and finance teams to log into web dashboards, the tool allows users to communicate via text or voice notes in natural language to access financial metrics, manage transactions, and track account health.

Razorpay reported that businesses had already completed approximately 20,000 interactions with RAY prior to the wider release. The technology represents a shift from passive query handling to autonomous operational capability, permitting the AI agent to trigger actions across Razorpay’s backend systems in real time.

Key Highlights

  • Direct Messaging Integration: Merchants can interact with RAY via WhatsApp text or voice messages to request sales summaries, examine previous payment trends, or seek sales projections.
  • Automated Operational Actions: Users can instruct the conversational assistant to process refunds, verify settlement timelines, and distribute customer payment links without opening standard dashboards.
  • Proactive Alerts: RAY continuously tracks business payment metrics to issue automated recommendations, such as techniques to improve payment success rates or advance warning about bank holidays affecting settlement schedules.
  • Unified Architecture: Instead of employing separate tools for settlements, disputes, and transactions, the system operates as a single AI agent retaining 360-degree context, supported by real-time validation checks to prevent hallucinations while maintaining operational speed.
  • Strategic Collaboration: The deployment is conducted alongside IndusInd Bank, with financial services firm Bajaj Finance acting as an early corporate user.

Why This Matters

Historically, dedicated account managers who provide direct phone support and personalised oversight have been primarily accessible to large corporate enterprises. In contrast, smaller enterprises and growing businesses have traditionally relied on self-service portals and manual support tickets to address payout delays, settlements, and refund requests.

By migrating account management tasks to WhatsApp—an application already deeply integrated into the routine workflow of Indian micro, small, and medium enterprises (MSMEs)—the platform aims to reduce operational friction. Furthermore, the proactive alert system is structured to help founders address potential cash flow bottlenecks, such as impending bank holidays, before they cause operational disruptions.

Speaking on the launch, Khilan Haria, Chief Product Officer at Razorpay, stated that the company seeks to transform how businesses interface with their payment infrastructure. He noted that the objective is to enable founders to request support naturally, while allowing the AI agent to proactively flag opportunities such as improving payment success rates or processing settlements early.

From the banking partner perspective, Amitabh Saraff, Head of Institutional and Government Coverage at IndusInd Bank, remarked that the collaboration focuses on streamlining business banking by delivering account management features directly through a widely used messaging platform.

Reflecting on early operational use, Tanaji Khot, Senior Head of Banking at Bajaj Finance, noted that accessing resolution via WhatsApp removes the need to log into multiple dashboards or follow complex support channels during daily business activities.

What to Watch Next

Following its initial rollout and testing phase, the platform will continue to handle end-to-end operational demands from a wider base of merchant accounts. Key areas to observe include how rapidly merchants adopt conversational requests over web portals, the performance of the system’s proactive recommendations during high-volume periods, and potential future integrations across Razorpay’s wider business operations layer.

Frequently Asked Questions

What is Razorpay’s RAY?

RAY is an AI-powered conversational account manager created by Razorpay. It enables business owners to manage payment workflows, run data analyses, and handle customer actions directly inside WhatsApp.

Which bank collaborated on the launch of RAY?

The service was launched in partnership with IndusInd Bank.

What specific actions can RAY perform for a business?

Beyond answering queries and reporting financial metrics, RAY can independently trigger system actions such as issuing refunds, creating payment links, checking settlement statuses, and providing proactive recommendations on payment success rates.

Source: Information in this report is based on a corporate announcement distributed by Razorpay via NewsVoir.