Cashfree Payments Resolves Customer Support Tickets 70% Faster with Generative AI on AWS
Cashfree Payments, a leading payment solutions company in India, implemented generative AI using Amazon Bedrock to accelerate customer support and merchant onboarding processes. The company transitioned from a self-hosted large language model (LLM) approach on Amazon EC2 to Amazon Bedrock's managed generative AI services, which provide access to a variety of high-performing LLMs and comply with local data regulations. By optimizing batch inference and collaborating with AWS experts, Cashfree Payments reduced generative AI costs by 50%, cut customer support ticket resolution time by 70%, and shortened merchant onboarding from over 24 hours to just 10 minutes.
- Organization
- Cashfree Payments
- Industry
- Finance
- Location
- India
- Published
- April 2026
Reported outcomes
−70%
timeTime & speed
Strategic outcomes
Primary read
Use case focus
Showing 3 of 3
- 1Customer support acceleration
- 2Generative AI
- 3Merchant onboarding acceleration
- Improve the speed and accuracy of customer support response handling.
- Accelerate and automate merchant onboarding processes, including compliance and risk assessments.
- Moved from self-hosted LLM on Amazon EC2 to Amazon Bedrock managed generative AI services for better scalability and cost efficiency.
- Implemented batch inference to optimize request processing and reduce throttling.
- Leveraged different models on Amazon Bedrock specialized for complex reasoning tasks and simpler generation tasks, enhancing performance and accuracy.
- Customer support ticket resolution time decreased by 70%.
- Merchant onboarding time reduced from over 24 hours to 10 minutes.
- Generative AI costs were halved, improving operational efficiency.
- Enabled launching new generative AI use cases in under 10 minutes, speeding innovation cycles.
Sources & evidence1
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