P Vasudevan, Executive Director of the Reserve Bank of India, stated that the central bank is developing more digital public infrastructure and payments intelligence platforms by leveraging artificial intelligence and application programming interfaces to enhance customer experience and strengthen the payments ecosystem.
"We are also creating more and more DPIs. We are talking about the use of AI to create all those DPIs and APIs. Of course, AI and APIs are going to be the future of all these DPIs and for all your online activities," he said while addressing at MPAI Merchant's Day 2026.
He added that the central bank is considering deploying artificial intelligence to enhance customer journeys and automate grievance handling as digital transaction volumes continue to increase.
"For example, let us say I make a UPI transaction and I have an issue, the transaction doesn't get completed. It automatically picks up this as a grievance and tries to complete the journey. That's what UPI Help is also expected to learn from itself and then try to provide solutions that are going to be useful to the individual," he said.
Vasudevan noted that such systems enable institutions to save both time and resources by addressing issues without manual intervention, particularly as payment volumes continue to grow rapidly.
"When the volumes are increasing, definitely the friction points will also increase. It's time for us to look at some of those things to help the user journeys happen much better," he said.
He also emphasised that interoperability across systems will be key to creating seamless customer experiences, adding that the central bank envisions multiple databases and platforms working together to deliver a more holistic service to users.
"If you can interoperate or make these multiple disparate systems come together and then try to give a customer the holistic experience, maybe going forward we'll have startups coming in and saying that yes, I've created something like this for a seamless user journey," he said.
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