Unzer Introduces UnzerGPT: Enhancing Efficiency, Customer Support, and Data Security

Artificial Intelligence
17.02.2025 08:55 am

Unzer, a leader in payment and software solutions, is pleased to introduce its new AI-powered assistant, UnzerGPT. The new tool allows employees to utilize AI capabilities while ensuring strict data security and compliance. In addition to general AI usage, UnzerGPT has been trained with internal company data, allowing it to handle both general and internal inquiries. In the first few weeks since its launch, nearly 100,000 messages have been exchanged, and 80% of Unzer employees have used the tool at least once.

Niv Liran, Chief Product and Technology Officer at Unzer, shared: “By integrating a Large Language Model-based AI with a secure platform, we’re enabling employees to use advanced technology while ensuring data remains protected. UnzerGPT provides fast answers and adapts to our specific needs, helping our teams in their daily tasks. The wide adoption and positive early feedback have been extremely encouraging, and we look forward to seeing how it continues to enhance our operations.”

AI-Driven Risk Management Reduces Fraud

Unzer is also leveraging AI beyond internal tools to improve payment security for merchants. One area of focus is risk management. As fraudsters employ increasingly sophisticated techniques, traditional rule-based systems struggle to keep up. AI-powered solutions address this challenge by analyzing vast amounts of transaction data in real time, detecting suspicious patterns and unusual behavior across multiple transactions.

Unzer uses AI and machine-learning models to identify unusual activity early, as well as increase conversion by letting more legitimate transactions through. In the first semester of 2024, the AI-powered risk platform blocked over 30,000 fraudulent payments, saving merchants more than €10 million of fraudulent transactions in the Buy Now, Pay Later (BNPL) segment. Looking ahead, Unzer plans to expand its AI capabilities to protect and improve the conversion rates of other payment methods, such as credit cards and SEPA direct debit, further enhancing fraud prevention measures.

AI Assistant Enhances Merchant Experience

Unzer is also exploring the potential of AI to improve the merchant experience. An in-house developed AI assistant helps to automatically classify merchant inquiries and direct them to the appropriate team member, significantly reducing response times. This also allows customer service staff to focus on more complex tasks, enhancing overall service efficiency.

Niv Liran adds: “Our goal is to create an environment where payments and technology support small and medium-sized businesses. By combining technology, data, and payments, we aim to help merchants offer a smooth shopping experience to their customers. The launch of our AI assistant is an important step toward achieving this goal, and we remain committed to improving our services and processes to better serve our merchants.”

Balancing AI with Human Support

Despite AI’s growing role, Unzer remains committed to providing merchants with personalized, human-led customer service. Dedicated teams in Austria, Germany, and Denmark continue to serve as the foundation of Unzer’s support network, ensuring merchants always have access to knowledgeable human experts. The AI assistant is designed to complement, not replace, these teams, enabling a balance between efficiency and personalized care.

Unzer’s approach to AI reflects its broader strategy of optimizing operations and enhancing the merchant experience. By combining cutting-edge technology with a focus on privacy, security, and human expertise, Unzer continues to deliver meaningful value to its customers.