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Response by KK Chiu, International Director, Chief Executive, Greater China, Cushman & Wakefield:

Response by John Siu, Managing Director, Hong Kong, Cushman & Wakefield:

Planning Ahead for AI and Data Centre Infrastructure

We welcome the Government’s commitment to accelerate the development of the Sandy Ridge Data Facility Cluster, which is expected to provide computing power equivalent to 36 times Hong Kong’s current capacity by 2032, alongside a HK$1 billion injection into the Artificial Intelligence Subsidy Scheme. These initiatives will provide important support for the development of Hong Kong’s artificial intelligence and data centre sectors, further strengthening the city’s position as a regional digital and innovation hub.

However, with rapid advancements in artificial intelligence, large language models and cloud computing, demand for computing power is expected to grow significantly in the coming years. We believe that, in addition to planning data centre sites, the Government should proactively review long-term requirements for power supply, electricity grid capacity and related infrastructure. As AI adoption becomes more widespread, access to reliable power and supporting infrastructure will be a key factor in maintaining Hong Kong’s competitiveness as a technology and data centre hub.

We support the Government’s stated direction of pursuing “high-efficiency computing power, stable electricity supply and low-carbon transition”. Looking ahead, we recommend that the Government regularly review future demand for land, power supply and supporting infrastructure arising from the growth of artificial intelligence and data centre activities, particularly within the Northern Metropolis and other strategic development areas. A coordinated approach to computing, energy and digital infrastructure planning will help attract more data centre operators and technology companies to Hong Kong, while supporting the city’s long-term development as a regional hub for data and artificial intelligence.

Hashtag: #Cushman&Wakefield

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About Cushman & Wakefield

Cushman & Wakefield (NYSE: CWK) is a leading global commercial real estate services firm for occupiers and investors with approximately 53,000 employees in over 350 offices and nearly 60 countries. In Greater China, a network of 23 offices serves local markets across the region. In 2025, the firm reported revenue of $10.3 billion across its core services of Valuation, Consulting, Project & Development Services, Capital Markets, Project & Occupier Services, Industrial & Logistics, Retail, and others. Built around the belief that Better never settles, the firm receives numerous industry and business accolades for its award-winning culture. For additional information, visit www.cushmanwakefield.com.hk or follow us on LinkedIn (www.linkedin.com/company/cushman-&-wakefield-greater-china).

The 2026-2030 plan, released on Wednesday, calls for an integrated gold ecosystem covering storage, trading, clearing, refining and related financial services, while encouraging more renminbi-denominated commodity products. The government said it would strengthen links with mainland exchanges and attract international investors as it develops the city’s role as a global offshore renminbi centre.

It describes gold as an asset and envisages a one-stop storage, trading and clearing centre.

The strategy gives formal five-year backing to a gold-market expansion already under way. Hong Kong began trial operations of a central clearing and settlement system for gold in July and plans to launch the system formally in the first quarter of 2027. The administration is also seeking to expand storage capacity, improve refining capability and support more gold dealers and financial institutions in establishing operations in the city.

The plan says Hong Kong will explore renminbi-denominated gold and commodity markets and deepen co-operation with the Shanghai Gold Exchange and Shanghai Futures Exchange. It also aims to increase the range of products priced in the Chinese currency and encourage the use of renminbi for pricing and settlement in spot commodity transactions.

Chief Executive John Lee’s administration has framed the programme as part of a broader effort to strengthen Hong Kong’s position as an international financial centre while aligning more closely with China’s national development priorities. The five-year plan also seeks to enlarge the city’s offshore renminbi business, improve liquidity support and expand the range of renminbi bonds and other financial products.

Hong Kong remains the world’s largest offshore renminbi market. The government said offshore renminbi lending reached a record 935 billion yuan in 2025, while renminbi bond issuance reached 1 trillion yuan for a second consecutive year. The new plan proposes a dedicated offshore renminbi liquidity provision mechanism and wider use of the currency in trade, investment, financing and government expenditure.

Gold is intended to provide the first platform for a wider commodities push. The government said Hong Kong would use its status as an approved delivery point in the London Metal Exchange’s global warehousing network to develop trading, risk-management and financing services across additional commodities.

Since Hong Kong joined the LME warehousing network in 2025, approved storage space has exceeded 60,000 square metres and metal inventories have risen above 20,000 tonnes, according to the government. Authorities plan to facilitate more LME-approved warehouses in the Northern Metropolis and introduce a half-rate tax concession for physical commodity trading to attract additional market participants.

The Hong Kong Exchanges and Clearing group also plans to announce details this year for new renminbi-denominated, physically settled gold futures contracts. The government said the contracts are intended to strengthen the currency’s role in precious-metal pricing and provide another channel for international investors to gain renminbi exposure.

Other measures include possible tax concessions for qualifying gold and commodity activities, additional insurance capacity for gold storage and trading, and support for an industry-led trade association. Officials are also examining tokenised warehouse-receipt financing and blockchain-based systems that would allow commodity inventories to be used more flexibly as collateral.

The administration has set a target of lifting Hong Kong’s gold storage capacity to more than 2,000 tonnes within three years. It is also encouraging internationally qualified refiners to establish or expand local operations, with government agencies assisting interested companies in identifying sites and navigating regulatory requirements.

Closer integration with mainland markets is another element of the strategy. The plan calls for wider market access between Hong Kong and mainland gold markets and further collaboration with the Qianhai Mercantile Exchange, including development of renminbi-settled commodity futures, options and spot products.

• Launched in H1 2026, Heavy Weight Express service saw a 16% increase in Weight per Day growth for the region (excluding China)
• High-value, technology-related cargo, engineering & manufacturing, and automotive are the biggest drivers, making up two-thirds of the total weight of heavyweight segment

SINGAPORE – Media OutReach Newswire – 16 September 2026 – Following DHL Express’s introduction of Heavy Weight Express (HWX) this year, DHL Express recorded a 16% growth in its Time Definite International Weight per Day in Asia Pacific (excluding China) between January and July2026. This reflects how DHL’s Smart Industrial Growth Strategy is yielding positive outcomes as businesses are moving heavier, critical components, machinery, and industrial equipment across borders.

The heavyweight market has been gaining traction in recent years. Industry research shows that an estimated 10.2 million tons of heavyweight shipments¹ are being moved in Asia Pacific (excluding China) each year. Many companies have spent years reducing inventory and improving efficiency across their supply chains. However, companies today operate in a far less predictable environment marked by trade disruptions, manufacturing bottlenecks, and fluctuating demand. The rise in heavyweight shipment volumes mirrors a shift in how businesses are managing supply chain risks, as they increasingly turn to express logistics not only to handle sudden shifts in demand but also to have greater agility, certainty and control over timelines.

“Behind the numbers is a simple reality: Businesses are shipping heavy when timing matters and when it’s critical,” said Ken Lee, CEO for Asia Pacific, DHL Express. “As companies continue to navigate a complex landscape where uncertainty has become the norm, speed and reliability have also become part of the business decision. Customers are making deliberate decisions on what they ship through our network. Our Heavy Weight Express solution helps companies avoid downtime, protect working capital and keep operations moving when supply chains don’t go exactly as planned.”

Technology, Engineering & Manufacturing, and Automotive top Asia Pacific’s heavyweight contributors

Across the region, high-value, technology-related cargo, such as computer chips and semiconductors, accounts for the largest share of DHL Express’s heavyweight segment at over 34%, driven by rapid investment in data centers to support the growing demandfor computing capacity, data storage, cloud services, as well as artificial intelligence. This has fueled demand for technology-related shipments, from semiconductors and servers to cooling systems and electrical infrastructure. However, a data center crunch is creating supply chain bottlenecks as demand for semiconductor manufacturing outpaces infrastructure supply. As a result, express logistics services are urgently activated to move critical components quickly and efficiently, helping to keep projects on schedule.

The other main contributors to the heavyweight segment are businesses in engineering & manufacturing as well as the automotive industry.

Automotive is the fastest growing sector

HWX service is also gaining strong momentum in the automotive sector, with its shipment weight increasing at a rate of nearly 20%. As the leading export region for this sector, Asia Pacific is also seeing a surge in Asian automotive brands, particularly Electric Vehicle (EV) manufacturers from China and Southeast Asia. As these brands expand into new markets, they are also moving vehicle parts sourced from different suppliers and manufacturers across borders. This has created the appetite for expedited shipments to keep production running. In this sector, a single late or failed shipment could instantly cost automotive manufacturers millions of dollars.

Asia affirms role as a vital trading hub

In Asia Pacific (excluding China), the fastest growth in heavyweight shipments for the first seven months of the year came from India, the Philippines, Vietnam, Japan and Hong Kong. These markets reflect two of the region’s strongest trade corridors – Southeast Asia’s firm role as a manufacturing and sourcing base, and North Asia’s strategic position as a hub for high-value technology, industrial and automotive supply chains. Additionally, India, the Philippines, and Vietnam are also recognized as key markets of the geographic tailwinds initiative.

“As companies continue to manufacture out of Asia, balancing project timelines and building more resilient and agile supply chains become a priority. To maintain production continuity and ensure certainty, they are consolidating goods into heavier shipments. These non-negotiable conditions are also “urgency drivers” that put us at an advantage to help deliver our customers’ shipments at a definite time,” said Ken Lee, CEO for Asia Pacific, DHL Express.

In recent years, DHL Express has added several new infrastructures across the region, including an expanded global hub in Hong Kong, facilities near Cebu and Manila airports, gateway at Christchurch airport, Hanoi gateway near Noi Bai airport, as well as Delhi gateway, culminating in approximately 1,000 facilities in the Asia Pacific region. This is further supported by a robust aviation network of around 810 flights per day.

¹McKinsey/IHS Markit (2024)
Hashtag: #DHLExpress #GlobalTrade #HeavyWeightExpress

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DHL – The logistics company for the world

DHL is the leading global brand in the logistics industry. Our DHL divisions offer an unrivaled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management. With approximately 389,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, engineering, manufacturing & energy, auto-mobility and retail, DHL is decisively positioned as “The logistics company for the world”.

DHL is part of DHL Group. The Group generated revenues of approximately 82.9 billion euros in 2025. With sustainable business practices and a commitment to society and the environment, the Group makes a positive contribution to the world. DHL Group aims to achieve net-zero emissions logistics by 2050.

SWISS REJU Introduces AI Algo Slimming and MedTech from Silicon Valley

HONG KONG SAR – Media OutReach Newswire – 16 September 2026 – Premier Hong Kong body-sculpting and wellness boutique SWISS REJU has added another prestigious accolade to its portfolio, shining brightly at the HK01 Health Easy Awards ceremony. Hosted by leading media platform HK01, the landmark industry event—featuring the “Health Industry Trends Symposium and HK01 Healthy Easy Awards”—was successfully held at The Ritz-Carlton, ICC, Hong Kong, drawing industry leaders for an evening of high-level exchange and celebration. The event opened with a keynote address by Dr. Ko Wing-man, a widely respected member of the Executive Council. SWISS REJU was honored to attend and was officially named the winner of the HK01 “Exquisite Body-Sculpting Reputable Brand Award.” The event paid tribute to Hong Kong’s most exceptional wellness brands. SWISS REJU is deeply honored to receive authoritative recognition at this highly credible awards ceremony.

The rigorous and meticulous evaluation mechanism of the Healthy Easy Awards combines months of authentic user voting with expert panel reviews, reflecting genuine client feedback alongside professional evaluation. This year’s winner’s circle featured an elite lineup of premier brands and institutions, including St. Paul’s Hospital, Hong Kong Baptist Hospital East Kowloon Medical Centre, iHerb, Nestlé ThickenUp, and Yakult. Each winning brand demonstrated professional excellence, standing out as an industry leader. Through ethical business practices and exceptional QCAC management, SWISS REJU K-Lipolysis® was likewise awarded the “Exquisite Body-Sculpting Reputable Brand Award.”

SWISS REJU extends its sincere gratitude for the glowing user reviews and expert support, remaining steadfast in its mission to advance Hong Kong’s wellness industry. This marks SWISS REJU’s third consecutive year receiving a major annual award from HK01. Coupled with earlier honors—including the Cosmopolitan Best of the Best Award, the Sunday More Hong Kong No.1 Best Body Contouring Treatment, and the JESSICA Annual Best AI Slimming Award—this also represents the 15th major annual accolade SWISS REJU has earned from prominent organizations. Achieving excellence across numerous voting polls, backed by the endorsement of industry experts, stands as a testament to the exceptional reputation of SWISS REJU’s signature K-Lipolysis body contouring program.

Celebrating a Decade of Excellence: SWISS REJU Marks 10 Years of Unrivaled Brand Prestige
“The HK01 Reputable Brand Award is a tremendous encouragement,” stated the brand spokesperson. “To be recognized as a premier, high-reputation brand among over 8,000 beauty and wellness enterprises in Hong Kong is a major encouragement. We remain firmly committed to our core values, continuing to deliver reliable, trusted body contouring, and advanced wellness services.”

Having operated in Central for nearly a decade, SWISS REJU has witnessed the rise of standardized, ethical business practices in Hong Kong, actively supporting the industry’s ongoing reform and optimization. Today’s consumers increasingly gravitate toward high-transparency, stable operations, and high-reputation brands offering flexible installment options. As public awareness grows, discerning clients prefer equipment and technologies backed by rigorous certifications, such as the U.S. FDA, EU MDR / Medical CE, and Hong Kong Department of Health MDACS. This is why SWISS REJU has consistently invested millions to introduce genuine, top-tier technologies, including BTL EXION, INDIBA, WINBACK, NeoCare Elite, ATP LIPO X, Lumenis Pollogen DMA, and VIORA Reaction. This strong technical advantage paired with nearly a decade of distinguished reputation, has established an extraordinary level of client trust.

Unveiling the All-New SWISS REJU AI Weight-Loss Algorithm X Silicon Valley Health Tech
This year’s seminar centered on advanced weight management and cross-border collaboration. SWISS REJU has long believed that the aesthetic and body-sculpting industry in Hong Kong can more proactively embrace its role as an international technological bridge. Consequently, the brand has taken the lead in introducing cutting-edge nutritional science and longevity research from Silicon Valley, combining advanced research with high-tech instrumentation to elevate the overall efficacy of K-Lipolysis program.

The pioneering AI Algo Slimming introduced by SWISS REJU utilizes artificial intelligence to automatically calculate energy output, dynamically mapping the optimal energy pathway every second to enhance efficacy and safety. By integrating Silicon Valley advanced health and nutritional management, SWISS REJU stands among the pioneering advanced body-sculpting brands in Hong Kong to champion Silicon Valley biohacking preventive medicine and longevity technology. This elevates the scientific standard of Hong Kong’s wellness sector, delivering a state-of-the-art body contouring and health experience for clients across Hong Kong and the the Greater Bay Area.

To learn more, visit: http://www.reju.hk

Hashtag: #swissreju #熱光溶脂

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The value of technology goes beyond efficiency. Emma Wu noticed that a large number of overseas fresh fruit brands are stepping up their presence in China, while many domestic brands are showing a strong desire to go global. Emma Wu remarked: “A growing number of international brands are now registering Chinese brand names, setting up dedicated consumer brand teams, and increasing their investment at the retail end. The essence of branding lies in brand owners extending their quality commitment to the end consumer. This, in turn, requires them to maintain effective control of product condition at every link of the domestic supply chain. The same applies to Chinese brands going global.”

In the past, once imported fruit arrived at port, quality essentially entered a “black box” — brand owners had no visibility over key metrics like arrival temperature, handling status, or outbound records across the supply chain.

Emma Wu added that AI is transforming the fresh fruit and vegetables industry from one that “runs on experience” to one that “makes decisions with data.” In sorting and quality inspection, AI vision technology can assess coloration, size, and defects within a second — with greater accuracy and consistency than the human eye. In warehousing, automated equipment is taking over repetitive tasks such as material handling and palletizing. In transportation, IoT sensors track the temperature and location of every load in real time, and could raise the alarm before any issue arises.

Built around the unique characteristics of berry products, VX Logistics has customized a comprehensive end-to-end solution encompassing precision temperature and humidity management as well as rapid in-warehouse throughput — supporting the annual market launch of close to 200 million boxes of berries for Driscoll’s.

Zespri has been a partner of VX Logistics for over a decade. VX Logistics has built a full end-to-end system for Zespri in China – covering warehousing, quality inspection, ripening, automated sorting, and packaging.

“Cold-chain logistics is not a cost center — it is a value center.” She further pointed out that cold-chain logistics today is no longer merely a cost item for warehousing and transportation. It is a provider of supply chain solutions for brand clients. Both expanding overseas and deepening presence in China demand stable temperature and humidity control and quality assurance. The technological nature and professional reliability of cold-chain operations make cold-chain logistics an “added value” that safeguards product quality and reduces loss.

After 13 years of dedicated development, VX Logistics’ cold-chain scale now ranks first in Asia and stands firmly among the global top tier. As the supply chain service provider behind renowned fruit brands such as Zespri, Driscoll’s, Envy Apples, and Rockit, VX Logistics’ core competitive edge lies in its technology-driven supply chain services.
Hashtag: #VXLogistics

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WRISE Prestige records over300% revenue growth in HK since end-2024, expands to more than 400 IWCs and advances a new professional standard combining human expertise, independence and AI

• Assets under management increased by 927%, revenue grew by 301% and the number of clients increased by 382% compared with the end of 2024.
• WRISE Prestige’s network has expanded to more than 400 Independent Wealth Consultants (IWCs) in Hong Kong.
• The broader WRISE ecosystem has added capabilities spanning family office and wealth planning, corporate advisory, trust and legacy planning, structured products, international insurance and AI labs, while the IWC proposition evolves from Independent Wealth Consultant to Intelligent Wealth Consultant.

HONG KONG SAR – Media OutReach Newswire – 15 September 2026 – WRISE Prestige, a core business of WRISE Group serving affluent and high-net-worth clients through a network of wealth consultants, is set to celebrate its second anniversary in Hong Kong on 16 September, marking two years of rapid growth and the next chapter in its approach to wealth advisory.

Since the end of 2024, WRISE Prestige in Hong Kong has recorded 927% growth in assets under management (AUM), 301% growth in revenue and a 382% increase in the number of clients. Its Hong Kong network has also grown to more than 400 IWCs, reflecting rising demand for independent, people-led advice and broader access to integrated wealth solutions.

Over the past two years, WRISE Prestige has broadened its role within the WRISE ecosystem, connecting clients with capabilities across different aspects of wealth and advisory. These include WRISE Capital for corporate finance and advisory services, WRISE Private for family office solutions and sophisticated wealth planning, and WRISE Master Trust for wealth structuring and legacy planning.

WRISE Prestige has broadened its solution capabilities in parallel, expanding its insurance spectrum from local offerings to Bermuda solutions and connecting clients with investment, banking, protection, trust and corporate advisory resources.

Client demand has become increasingly diverse, spanning liquidity, income, diversification, downside management, succession and cross-jurisdictional wealth planning. Structured products may be considered as part of client solutions where suitable, depending on risk tolerance and circumstances, illustrating the need for tailored risk-return outcomes rather than one-size-fits-all distribution.

The Group’s expanding regional footprint, including presences in Taipei, Shenzhen, Changsha, Chengdu, Wuxi and Vancouver, further strengthens WRISE Prestige’s ability to connect clients and wealth consultants with capabilities across markets.

The evolution comes as Hong Kong’s wealth management industry reaches a new scale. According to the Securities and Futures Commission, AUM in Hong Kong’s private banking and private wealth management business rose 24% year-on-year to HK$12.9 trillion at the end of 2025.^[1]

As wealth grows, the needs behind it are becoming increasingly complex. Clients require holistic advice connecting investments and protection with family governance, business interests, succession and intergenerational planning. They increasingly value sound judgement, independence, expertise, trust and connectivity to a wider wealth ecosystem.

WRISE Prestige believes this is expanding the role of the wealth consultant. Building on the foundations of independent wealth advisory, the IWC approach puts the individual at the centre, considering their family, business, aspirations, risks and legacy, while drawing on a broader ecosystem to address wealth more holistically. Within this approach, independence refers to an open-architecture model that gives wealth consultants the flexibility to consider solutions from a broad range of financial institutions and providers, rather than being tied to a single institution or product. This approach does not imply the absence of conflicts of interest; any applicable conflicts are managed and disclosed in accordance with relevant policies and regulatory requirements.

IWC is now entering its next chapter, evolving from Independent Wealth Consultant to Intelligent Wealth Consultant. The new proposition builds on the open-architecture approach, trusted human relationships and professional expertise that have defined IWC, while bringing together the research, analytical and efficiency capabilities of AI.

Technology can enhance how wealth consultants analyse information, generate insights and serve clients, while human judgement, accountability and relationships remain at the heart of wealth advice. The goal is not to replace wealth consultants with AI, but to empower them with greater capabilities to support better-informed, more holistic wealth decisions.

As part of this evolution, WRISE Prestige is also strengthening the professional development pathway for its IWC network through QLC, a structured professional assessment covering four specialist areas relevant to the evolving needs of high-net-worth clients: Family Office, Trust, Offshore Insurance and Advanced Investment. IWCs who complete the QLC examination will earn the designation of IWC-Certified, establishing a common foundation of professional knowledge and standards across the network. Following certification, IWCs can continue to develop through pathways recognising both professional expertise and business performance.

Henry Shin, CEO of WRISE Prestige Hong Kong, said: “The wealth management industry has continuously evolved, from traditional institution-led models, to the emergence of independent financial advice, and now towards a new generation of wealth advisory. We believe the next stage of this evolution is intelligence.

Intelligent Wealth Consultant brings together the independence and trust that have always been fundamental to wealth advice with professional expertise, human judgement, and the insights and analytical capabilities of artificial intelligence. This is not about replacing the human element with technology, but about empowering our consultants with technology to deliver deeper insights and help clients make more informed and holistic wealth decisions.

At WRISE Prestige, we aspire to take this evolution one step further, not simply to witness the transformation of our industry, but to work alongside the industry in helping shape best practices for the next generation of wealth advisory.”

Looking ahead, WRISE Prestige expects wealth management to become more connected, technology-enabled and accessible. Its focus will remain on combining technology with human judgement and relationships, using technology to improve connectivity, insight and scalability while maintaining appropriate professional and regulatory standards.

Over the next two to three years, WRISE Prestige plans to expand its business-to-business capabilities and advance an Open-EAM architecture that connects IWCs, external asset manager partners and clients through the broader WRISE ecosystem. The architecture is intended to make it easier for wealth consultants and partners to access specialist capabilities across wealth management, banking, investments, protection, trust and corporate advisory services, supported by technology and the WRISE platform.

Through this approach, WRISE Prestige aims to create greater connectivity and scale for wealth consultants, more integrated choices for clients, and a stronger professional ecosystem for Hong Kong and the region. Its ambition for the next chapter is not only to grow its own platform, but also to contribute to the continued development of wealth advisory across the industry.

Hashtag: #WRISEGroup

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About WRISE

WRISE is one of Asia’s fastest-growing financial firms, driven by strategic acquisitions of companies with deep expertise and solid foundations. With a strong presence across key financial hubs including Singapore, Hong Kong, Dubai, Tokyo, Shanghai, Shenzhen, Changsha, Chengdu, Wuxi, Taipei and Vancouver, WRISE is home to one of the largest networks of independent qualified advisors. With over 600 employees located globally, supported by an ecosystem of over 200 financial intermediaries and access to eight booking centres worldwide, WRISE ensures unparalleled service and expertise in navigating today’s financial landscape.

WRISE Group of companies include WRISE Wealth Management (Singapore), WRISE Wealth Management (Hong Kong), WRISE Wealth Management Middle East Ltd (DIFC, regulated by the DFSA), WRISE Prestige (Hong Kong), WRISE Prestige Securities (Hong Kong), WRISE Prestige Asset Management (Hong Kong), WRISE Capital (Hong Kong), WRISE Financial Services (Hong Kong), and affiliates including WeWrise Services.

Rahul Chari, PhonePe’s founder and chief product and technology officer, said the company is concentrating on AI deployments that produce measurable gains in operating, product or revenue metrics rather than adding the technology indiscriminately across its platform.

Chari told the Global Fintech Fest in Mumbai that the company’s approach starts with identifying operational bottlenecks where artificial intelligence can change outcomes. “Not everything that is an experience today gets genuinely better using AI,” he said. The emphasis, he added, is on a baseline shift in performance rather than the number of AI-labelled features. That approach is shaping investment across customer interactions, back-office workflows and engineering, while preserving conventional systems where automation offers little advantage.

The fintech processes close to 12 billion transactions a month and operates customer support with roughly 500 agents. Automation has increased the share of support cases handled without human intervention from about 90 per cent to 94 per cent, and PhonePe is targeting 96 per cent.

Chari said the remaining cases are harder because they often involve unusual circumstances, scattered information and the need for rapid responses. Large language models are being used to address those complex interactions, while human staff remain focused on cases that require judgement or escalation.

Fraud investigation is another area where automation has advanced. About 80 per cent of investigations can now be handled through automated systems, allowing specialist teams to concentrate on complicated incidents and new fraud patterns, according to the company’s account of its AI programme.

PhonePe is also extending artificial intelligence into consumer-facing services. It has been developing natural-language search that allows users to navigate the app, initiate tasks and reach relevant services using voice or text commands. The company is exploring broader conversational capabilities for personal finance, insurance and investment products.

Its search system, launched earlier this year using Microsoft Foundry, can interpret requests such as making a payment, recharging a FASTag or locating transaction information. PhonePe has said the interface is designed to reduce dependence on conventional menu navigation by directing users according to their stated intent.

Merchant products are another focus. PhonePe launched an AI-powered integration layer in May aimed at helping online businesses connect to its payment gateway through conversational instructions, reducing a process that can otherwise require developers to work through documentation and technical configuration.

The company followed in June with SmartPages, an AI-powered payment-page creator embedded in its payment gateway dashboard. Merchants can describe what they are selling in ordinary language, including vernacular languages, and the system generates product copy, selects relevant customer information fields and structures a mobile-oriented payment page.

PhonePe is considering further agentic functions for its business app, including answering merchant and customer queries and helping businesses create and distribute offers or coupons. The company has also examined tools that could connect commerce activity with services such as WhatsApp and Instagram.

Artificial intelligence is being incorporated throughout PhonePe’s software development process, including solution design, coding, code reviews, testing, deployment, troubleshooting and debugging. Internal tools include TraceMine for crash analysis, Lens for initial root-cause analysis using logs and deployment data, and KadAI for code orchestration and agent-based development.

Corporate functions are being brought into the same framework through an internal Agent Hub designed to let non-technology teams automate workflows. Legal, compliance, finance and human resources teams are among those using the platform.

PhonePe says the system was built for a regulated financial-services environment, with controls covering data access, leakage and localisation. Its architecture includes an in-house large language model router, open-source models hosted on company premises, and internal data and tools.

One target is the company’s new-product introduction process, where reviews involving compliance, privacy, legal, trust and safety can take about 30 days. PhonePe is exploring whether AI-enabled workflows can compress that process to less than a day.