PayNearMe has announced the launch of its Intelligent Virtual Agent (IVA), an AI-powered tool designed to enhance customer interaction for non-commerce businesses.
This new feature is completely integrated into the PayXM platform.
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According to PayNearMe, the IVA is a fusion of machine learning and intelligent automation and is powered by natural language processing.
This combination allows the virtual agent to provide context-sensitive responses, thereby improving operational efficiency.
The IVA is said to benefit customers by eliminating wait times, understanding user intent, and encouraging self-service via voice and text dialogues.
It offers various benefits to businesses, such as automating routine inquiries and payment workflows to decrease the volume of live-agent calls, thus reducing service expenses.
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By GlobalDataThe tool also enables frictionless self-service options across various channels, granting customers the autonomy to solve issues at their convenience and through the processes preferred by them.
Additionally, the IVA streamlines completion of payment via tailored SmartLink experiences, which may decrease the incidence of delayed or missed payments and bolster overall collection rates.
It allows businesses to cope with growing transaction and communication volumes without the need for additional staff.
The initial phase presents an alternative to conventional DTMF IVR systems, blending more human-like voice interactions with analytics and SmartLink technology.
As the platform progresses, it is set to broaden its functionality to encompass inbound as well as outbound omnichannel campaigns, and also customer lifecycle engagement.
The general availability of the IVA is anticipated for the first quarter of 2026, with a plan to introduce expanded features throughout the year as the technology progresses towards a fully autonomous system.
PayNearMe chief product officer John Minor said: “Automation is evolving from scripted responses to intelligent action–systems that understand, decide, and adapt in real time.
“Businesses need technology that not only simplifies interactions but continuously improves them. Our IVA orchestrates communication intelligently across every channel, delivering experiences that feel personal and effortless at scale.”
In September 2025, PayNearMe secured a $50m Series E funding round from Atlantic Vantage Point (AVP) through its Growth Fund I.
