Built for businesses of every size, RAY provides founders with an always-on way to manage payments and receive support whenever required, day or night. Businesses have already had more than 20,000 conversations with RAY, indicating a shift towards conversational, AI-led resolutions over dashboard-based support.
Starting today, businesses can send RAY a simple message or voice note, such as, “Show me a summary of my payments from yesterday,” or make a more detailed request, such as, “Analyse my payments from the last two months and project my sales for the next two months.” RAY responds in natural language, eliminating the need for founders to navigate dashboards or multiple screens to access information.
RAY also enables businesses to take action through WhatsApp. Businesses can check the status of a settlement before an urgent payout, send a payment link to a customer or issue a refund while on the go. The service brings this account-management experience to WhatsApp, an app already widely used by MSMEs for business communication.
The AI Account Manager is designed to do more than answer questions. It proactively tracks a business’s payment health and shares insights and actions before a business owner asks. It can provide recommendations such as, “Here’s how you can improve your payment success rate,” and flag upcoming settlements, including a message stating, “Your Rs 94,600 settles Wednesday. Tuesday is a bank holiday. Would you like to get it settled today?”
The launch marks the next evolution of RAY, Razorpay’s AI-powered merchant assistance technology. RAY was originally developed to help businesses access information and support using AI. It now independently triggers actions across Razorpay’s systems. Businesses that previously had to log into a dashboard to issue a refund or generate a payment link can now ask RAY to complete the action through WhatsApp during an ongoing conversation.
The idea behind RAY began with the observation that Razorpay’s systems can already detect early signs of a merchant requiring support, including opportunities to improve payment success and stay ahead of settlements. The challenge was to act on those signals at scale. Manual outreach depends on someone contacting merchants individually, a model designed for hundreds of businesses rather than millions. RAY was developed to turn real-time signals into real-time action and reach businesses automatically.
Khilan Haria, Chief Product Officer, Razorpay, said, “We’ve been thinking about how AI can fundamentally change the way businesses interact with their payments infrastructure. Millions of businesses across India are building and growing every day, and we wanted to make it easier for them to access the information, intelligent insights, and support they need along the way. With RAY, an AI Account Manager on WhatsApp, a business owner can simply ask for what they need in the most natural way possible and have it acted upon.”
He added, “More importantly, we are moving towards a world where they may not even need to ask us first. If we see an opportunity to help, whether it’s improving payment success, staying ahead of a settlement, or taking an action at the right moment, RAY will proactively reach out and help. Every founder, regardless of the size of their business, should feel like they have someone looking out for them.”
Amitabh Saraff, Head – Institutional and Government Coverage, IndusInd Bank, said, “At IndusInd Bank, we are committed to making banking simpler, faster, and more accessible for businesses. Our partnership with Razorpay reflects this focus by bringing account management capabilities to a familiar platform like WhatsApp, helping make business support more immediate, intuitive, and convenient.”
Tanaji Khot, Senior Head Banking, Bajaj Finance, said, “When you're running a business, you don't always have the time to open another dashboard or follow up on multiple support channels. You just want to know what's happening and get an issue resolved quickly. Being able to simply send a message on WhatsApp makes the experience much more natural. It feels less like using another business tool and more like having someone available when you need help.”
Razorpay’s AI Agent Platform is built around a single intelligent agent capable of handling a wide range of business needs end-to-end. Instead of developing separate AI agents for payments, settlements, refunds and other functions, the platform allows a single agent to use different capabilities, tools, knowledge and memory depending on what a business requires at the time.
The platform maintains full 360-degree context for each merchant, while an extensive evaluation system validates every response in real time to keep hallucinations in check without compromising latency. RAY can therefore move within a single conversation from understanding a business’s requirement to finding the relevant information, recommending the next step and taking the action itself.
With the launch, Razorpay is advancing towards an AI-driven system in which businesses can not only understand what is happening but also act on it. Built on Razorpay’s growing intelligence layer across payments, risk and business operations, RAY forms part of the ecosystem the company is building to make running a business simpler, more proactive and increasingly intelligent.
Razorpay, an omnichannel payments platform for businesses, strives to help Indian businesses with innovative technology-driven solutions addressing their payment and banking journey. Established in 2014 by IIT Roorkee alumni Shashank Kumar and Harshil Mathur, the company strives to provide technology payment solutions to many businesses. A few angel investors have also invested in Razorpay’s mission to simplify payments and business banking.
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