AI Index / PayPal Holdings, Inc.
PayPal Holdings, Inc. (PYPL)
PayPal, a global payments company and pioneer, integrates AI in select aspects of its payment processing services to optimize operations and enhance user experiences. While AI is not a central emphasis, PayPal’s platform improvements in customer experience, branded checkout and transaction processing may include AI-powered analytics for personalization and fraud detection.
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In 2024, we reduced headcount by 10%. We made deliberate investments in AI and automation, which are critical to our future. This year, we are prioritizing the use of AI to improve the customer experience and drive efficiency and effectiveness within PayPal.
- Alex Chriss
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Quotes from paypal Executives About Artificial Intelligence and Generative AI
AI is opening up a huge opportunity for us. First, at our scale, we saw 26 billion transactions on our platform last year. We have a massive data set that we are actively working and investing in to be able to drive our effectiveness and efficiency.
- Alex Chriss
We're leveraging AI to really become more efficient in our support cases and how we interact with our customers. We've rolled out our PayPal Assistant, which is now really cutting down phone calls and active events that we have.
- Alex Chriss
We also are leveraging AI to personalize the commerce journey... It is not just a static button anymore. This really can become a dynamic, personalized button that starts to understand the profile of the consumer.
- Alex Chriss
...we also are looking at our back office... not just on the engineering and employee productivity side but also in things like our risk decisions... We are now leveraging AI to be able to understand globally what are the nature of these risk decisions...
- Alex Chriss