For AI adoption, behaviour shift has to happen first

Fintech major Razorpay is offering businesses AI agents that can recover abandoned carts as well as respond to payment disputes, with the launch of what it calls the world’s first AI-native Agent Studio for payments at its flagship event FTX26 in Bengaluru on Thursday. These agents have been built for specific tasks, using Anthropic’s Claude Agent SDK, according to the company. In an interview with Anees Hussain, Co-founder and Managing Director Shashank Kumar speaks about the company’s AI-first pivot, why small and medium-sized businesses (SMBs) will be the primary target, the global expansion road map, and where things stand on a potential IPO. Excerpts:

- 

Tell us about the new launches.

Agent Studio is a marketplace of AI agents that businesses deploy in one click — each built for a specific task. We’ve launched agents that recover abandoned carts, respond to payment disputes, retry failed subscriptions, and forecast cashflow. There’s also a ‘Build Your Agent’ feature where businesses create agents in plain English, without code. The Agentic Experience Platform makes onboarding, integration, and operations conversational. Onboarding that earlier took 30-45 minutes now takes just five. Integration happens in under 10. A merchant can upload a bank statement and ask the system to match it with their settlements — what took hours now happens in seconds.