“Almost 80% of concerns raised by customers are resolved by AI itself,” said Harshil Mathur, CEO & Co-Founder of Razorpay, underlining the technology’s growing role in customer servicing. He added that AI is not just an external addition but a fundamental shift in how the company operates. “You can’t say that this is a team that’s dedicated to building AI, and everyone else does their job. It has to go at a fundamental level. Every team needs to start using AI in a big way.”

Razorpay’s AI adoption extends beyond customer support. The company’s marketing team has begun using AI for video creation, significantly cutting costs and reducing reliance on agencies. “One person itself is like an agency completely in their own, working with AI,” said Shashank Kumar, MD & Co-Founder of Razorpay.

With AI reshaping core technology, Razorpay is keeping a close watch on acquisition opportunities in the space. “We’ll keep looking out for opportunities in AI (for acquisitions). AI will lead to significant change in core technology,” Kumar noted.

On the global front, Razorpay sees Southeast Asia as a key growth market. “Malaysia is doing well for us, just launched in Singapore as well,” Kumar said, adding that the company will continue exploring expansion opportunities.

Even as it scales globally, Razorpay remains firmly committed to India, where it sees its strongest market potential. The company, originally domiciled in the US for fundraising purposes, is now in the process of shifting its domicile back to India in preparation for a future IPO. “We will go public in India because this is our home ground,” Kumar stated.

While the timeline for a listing remains undecided, Razorpay is focused on strengthening its business fundamentals. “We want to ensure that we get to profitability,” Kumar said, indicating that key milestones will be reached over the next two years.

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