The Green Sheet Online Edition
December 8, 2025 • 25:12:01
Modernize payment engagement with intelligent automation
PayNearMe introduced its AI-powered Intelligent Virtual Agent (IVA), expanding the company's Payment Experience Management strategy by modernizing how non-commerce businesses engage customers across voice, text and chat. Fully integrated into the PayXM platform, the IVA enables automated, personalized communication across the entire payment journey, the company stated.
Powered by natural language processing and machine learning, the Intelligent Virtual Agent delivers context-aware responses that continuously improve over time. Rather than relying on static decision trees or scripted interactions, the system adapts based on real-world outcomes, allowing organizations to reduce manual workloads while maintaining meaningful customer engagement, PayNearMe pointed out..
"Automation is moving beyond scripts to intelligent action," said John Minor, chief product officer at PayNearMe. "Businesses need systems that understand intent, make decisions, and continuously improve. Our IVA orchestrates communication across channels in a way that feels natural and effortless."
For customers, Boost noted, the IVA removes friction from traditionally cumbersome service interactions. It eliminates hold times, recognizes intent more accurately and enables self-service through conversational voice and text experiences. Customers can resolve questions, receive guidance, and complete payments on their own terms using their preferred channels.
Boost added that for businesses, the Intelligent Virtual Agent delivers measurable operational gains. By automating routine inquiries and payment workflows, organizations can lower service costs and reduce live-agent call volumes without sacrificing service quality. Omnichannel self-service improves customer satisfaction, while real-time analytics help refine workflows, shorten resolution times, and increase first-contact success rates.
The platform also supports stronger cash flow by guiding customers toward payment completion through personalized SmartLink experiences. These tailored interactions reduce late or missed payments while improving overall collection performance, the company mentioned. As transaction and communication volumes increase, businesses can scale support without corresponding increases in staffing.
The first phase of the rollout replaces traditional DTMF IVR systems with natural voice interactions enhanced by analytics and SmartLink integration. Future phases, the company said, will introduce inbound and outbound omnichannel campaigns and full customer lifecycle engagement. General availability is expected in the first quarter of 2026, with expanded capabilities released throughout the year.
Contact us at home.paynearme.com/. 
Notice to readers: These are archived articles. Contact information, links and other details may be out of date. We regret any inconvenience.
