PayNearMe, a leading fintech company, has announced the rollout of its AI-powered Intelligent Virtual Agent (IVA), a significant step in its strategy to modernize customer engagement for non-commerce businesses. Fully integrated into the PayXM™ platform, the IVA enables organizations to automate and personalize inbound and outbound communication across voice, text, and chat, advancing the vision of Payment Experience Management.
Quick Intel
PayNearMe launches an AI-powered Intelligent Virtual Agent (IVA) for customer engagement.
The IVA automates communication across voice, text, and chat channels.
It uses natural language processing and machine learning for context-aware responses.
Key business benefits include lower operating costs and higher customer satisfaction.
The solution aims to simplify payment completion and improve cash flow.
General availability for the first phase is expected in Q1 2026.
Modernizing Customer Interactions with AI
The new IVA moves beyond traditional, scripted automation to an intelligent system that understands, decides, and adapts in real-time. Powered by natural language processing, it combines machine learning with automation to deliver accurate, context-aware responses. This simplifies customer service interactions by eliminating hold times and enabling self-service through natural conversations, while providing businesses with a tool to continuously improve engagement and operational efficiency.
Driving Tangible Business Outcomes
For businesses, the Intelligent Virtual Agent delivers several critical advantages. It significantly lowers operating costs by automating routine inquiries and payment workflows, reducing the need for live agents. It also increases customer satisfaction by offering fast, frictionless self-service through a customer's preferred channel. Furthermore, it enhances operational efficiency by using real-time analytics to refine workflows and can increase cash flow by simplifying payment completion, thereby reducing late or missed payments.
A Phased Rollout Towards a Fully Agentic Future
The first phase of the rollout introduces a modern alternative to traditional touch-tone (DTMF) IVR systems, featuring natural voice interaction and integration with PayNearMe's SmartLink technology. John Minor, chief product officer at PayNearMe, stated, "Automation is evolving from scripted responses to intelligent action–systems that understand, decide, and adapt in real time. Our IVA orchestrates communication intelligently across every channel, delivering experiences that feel personal and effortless at scale." The platform is expected to become generally available in Q1 2026, with expanded omnichannel capabilities to be released throughout the year as it evolves toward a fully agentic system.
The launch of the Intelligent Virtual Agent underscores PayNearMe's commitment to redefining the payment experience. By embedding intelligent, automated communication directly into the payment journey, the company is empowering businesses to build stronger customer relationships, optimize operations, and drive sustainable growth in an increasingly digital economy.
PayNearMe is redefining the way businesses and their customers experience payments. With PayXM™, the industry's first platform purpose-built for Payment Experience Management, every touchpoint in the payment journey becomes easy— driving customer satisfaction, accelerating payments, and reducing the total cost of acceptance. The platform supports all major payment types and channels, from PayPal, Venmo, Cash App Pay, Apple Pay, Google Pay, cards and ACH to cash at more than 62,000 U.S. retail locations.
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