NPCI Introduces ‘UPI HELP’ for Unified Mandate Management and Service Complaint Tracking

byPaytm Editorial TeamLast Updated: October 22, 2025
UPI payment system in France
Key Takeaways
  • Technology: Powered by a proprietary financial domain-specific language model (AI).
  • Nature: Currently a pilot program; next steps depend on user and ecosystem feedback.
  • Query Resolution: Answers user queries on digital payments, features, and guidelines.
  • Grievance Redressal: Allows users to check status, log, and track complaints for service issues.
  • Dispute Support: Provides additional data to issuer banks for informed decision-making on disputes (e.g., status unknown/incomplete P2M transactions).
  • Mandate Management: Offers a unified view of active mandates (AutoPay) and supports actions like pause, resume, and revoke via deep-links.
  • Access Channels: Available via Member Banks' Channels, DigiSaarthi, and UPI Apps.

Source: NPCI

Recognizing the monumental growth of the Unified Payments Interface (UPI), which now processes approximately 20 billion transactions each month and has emerged as a preferred mode of payment for users, the National Payments Corporation of India (NPCI) has officially introduced the ‘UPI HELP’ Assistant as a new, intuitive support channel.

The launch of this AI-powered assistant is a direct response to the imperative need for simple and intuitive support channels as the transaction volume continues to climb. The UPI HELP Assistant is designed to enhance user engagement by providing intelligent conversational support across the ecosystem.

Powered by Proprietary AI Technology

A key feature of the new system is that the assistant is powered by a proprietary financial domain-specific language model. Like any other advanced AI, this model is built as a learning system—it is expected to continuously improve its accuracy and capabilities with increased usage and learnings from user interactions.

The UPI HELP Assistant is currently launched as a pilot program. The NPCI has stated that the next steps and long-term rollout strategy will be communicated based on feedback gathered from users and the ecosystem during this pilot phase.

Three Pillars of Functionality

The UPI HELP Assistant’s functionality is structured around three critical areas to simplify complex processes for the end-user:

  1. Digital Payments Query Resolution:
    • The assistant will respond to user queries related to digital payments, enabling a better understanding of various payment features and guidelines.
  2. UPI Transactions Grievance Redressal:
    • UPI users will be able to check their transaction status or log and track complaints for service issues directly.
    • Crucially, as part of the dispute resolution mechanism, the assistant will provide relevant additional information to issuer banks to facilitate informed decision-making. This feature is particularly useful for incomplete transactions (status unknown) and for raising complaints for merchant (P2M) transactions involving service-related issues, which are currently supported under the existing UDIR (UPI Dispute Resolution) process.
  3. UPI Transaction Mandate Management:
    • Users will gain a unified view of all their active mandates, such as AutoPay agreements.
    • The assistant will facilitate mandate management life cycle actions—including pause, resume, and revoke—via simple, intuitive keywords and subsequent deep-links to the respective UPI applications. This method is designed to empower users to manage their AutoPay mandates in an easy way.

Accessibility and Role of the Bank

The new assistant will be made accessible to UPI users of participating members through three main channels:

  1. The member banks’ customer interface channels, such as their websites or chatbots.
  2. The DigiSaarthi website and/or chatbot (in due course).
  3. Directly through UPI Apps, which will redirect users to the UPI HELP Assistant and provide API integration to participating members.

It is important to note that UPI HELP is offered by NPCI on behalf of the customer’s bank. All final decision-making regarding disputes and actions shall remain with either the customer and/or the issuer bank.

The assistant’s capacity will initially be made available to a limited number of concurrent users at a time. The NPCI will review this capacity based on the initial response, with steps to gradually increase it thereafter.

FAQs

What technology powers the new UPI HELP Assistant?

The UPI HELP Assistant is powered by a proprietary financial domain-specific language model (an advanced AI model) designed to provide intelligent, conversational support and continuously improve its capabilities through user interaction.

What is the primary role of the UPI HELP Assistant in dispute resolution?

The assistant allows UPI users to check their transaction status or log and track complaints for service issues. It also facilitates the process by providing relevant additional information to the issuer banks to help them make informed decisions, particularly for incomplete transactions or P2M service-related complaints under the UDIR process.

How can a user manage their UPI AutoPay mandates using this assistant?

The assistant provides a unified view of all active mandates (like AutoPay). Users can manage the mandate life cycle—including pause, resume, or revoke—via simple keywords which then use deep-links to redirect them to their respective UPI applications.

Where will users be able to access the UPI HELP Assistant?

Users of participating members can access the assistant via three channels: 1) The member banks' customer interface channels (websites, chatbots); 2) The DigiSaarthi website/chatbot (in due course); and 3) Directly through their UPI App, which will redirect or provide API integration.

Who ultimately makes the final decision on a transaction dispute resolved via UPI HELP?

The UPI HELP is offered by NPCI on behalf of the customer's bank. All final decision-making regarding disputes and actions shall be done either by the customer and/or the issuer bank.
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