Tier-1 questions flood the queue
Most merchant calls are repeat questions about settlement timing, declined transactions and AUTOPAY status. They drown out the cases that actually need expert attention.
Helios × PlumTech
Merchant support that never sleeps — with AI.
Helios deploys AI voice agents that answer, triage and resolve every merchant call — gateway issues, AUTOPAY queries and settlement questions across PlumTech's payment infrastructure in Uzbekistan.
Answer rate 100%
Every merchant call is picked up on the first ring, day or night — no IVR mazes, no hold queues, no missed tickets.
First-call resolution +45%
Agents authenticate the merchant, pull the transaction in real time and resolve the issue before the call ends.
Cost per ticket -55%
Automate the long tail of repetitive merchant questions so your specialists focus on the hard cases that actually need a human.
Helios Dashboard
Merchant tickets today
6.4k
First-call resolution
78%
Issues closed
1,212
Recent merchant tickets
GW
ResolvedPayment Gateway — Decline error
MCC 5411 · Issuer routing fixed
AP
In progressAUTOPAY — Settlement delay
Batch #84221 · Reconciling with bank
KY
VerifyingOnboarding — Document review
Merchant ID 38914 · INN verified
Weekly resolution
+28% vs prior week
MonTueWedThuFriSatSun
Built for high-volume merchant operations
Merchant supportAUTOPAY assistanceGateway troubleshootingSettlement queriesOnboarding & KYCDispute intakeTier-1 triage24/7 coverageMerchant supportAUTOPAY assistanceGateway troubleshootingSettlement queriesOnboarding & KYCDispute intakeTier-1 triage24/7 coverage
The merchant support challenge
Your merchant base grows faster than your support desk can keep up.
As more retailers, airlines and PSPs go live on PlumTech, support volume scales linearly — Helios turns every inbound call into an instant, fully-logged resolution.
After-hours outages lose merchants
Cash-register downtime at 11pm doesn't wait for business hours. Without 24/7 coverage, merchants churn to the competitor that picks up the phone.
Knowledge lives in agents' heads
New support hires take months to ramp on AUTOPAY, scoring rules and gateway error codes. Every agent answers slightly differently and SLAs slip.
Capabilities
You don't need a bigger support team. You need smarter coverage.
Use Helios to give every PlumTech merchant a senior-quality answer in seconds — at any hour, in any language they speak.
Capability 01
Instant pickup, 24/7
Every merchant call is answered on the first ring — no IVR, no hold music, no shift gaps.
- Unlimited concurrent calls across all merchant lines
- Russian, Uzbek and English on the same number
- Zero queue time, even at month-end settlement peaks
Capability 02
Real-time transaction lookup
The agent authenticates the merchant, pulls the gateway transaction or AUTOPAY batch and explains exactly what happened.
- Live integration with gateway, AUTOPAY and scoring systems
- Settlement, decline-reason and dispute status on demand
- Resolves or escalates with full context attached
Capability 03
Audit-ready logging
Every conversation is transcribed, tagged and stored — ready for Central Bank audits and internal QA.
- Full transcripts with intent and outcome tags
- PCI-aware redaction of sensitive card data
- Searchable history per merchant and per issue type
Process
Launch merchant support automation in weeks, not quarters.
Helios is designed to plug into your existing PlumTech stack quickly and get smarter with every call it handles.
01
Connect your systems
Securely link Helios to gateway, AUTOPAY, merchant CRM and scoring APIs. We map merchant IDs, MCCs and product lines in days.
02
Configure intents & policy
Define the top merchant intents — settlement, declines, AUTOPAY, onboarding — plus escalation rules, languages and tone of voice.
03
The agent goes live
Route inbound merchant calls to Helios. The agent authenticates, resolves Tier-1 issues end-to-end and warm-transfers anything complex.
04
Monitor and improve
Live dashboard tracks resolution, CSAT and escalation. The agent learns from every interaction and your team tunes prompts in one click.
Outcome
Resolution +45%
Real-time system access plus consistent answers mean more merchants get their issue fixed on the first call.
Outcome
Support cost -55%
Automate the Tier-1 long tail. Your human specialists focus on disputes, integrations and high-value merchants.
Outcome
100% coverage
Every merchant call is answered — nights, weekends, holidays — with the same quality and the same compliance trail.
Use cases
Smart support across every PlumTech merchant touchpoint
Helios adapts to the conversation in front of it — onboarding a new retailer, explaining a settlement, fixing a gateway error or triaging a dispute.
Onboarding
Guided merchant activation
Walk new merchants through KYC, integration credentials and AUTOPAY setup so they go live without waiting for a human.
Request DemoINN, license and document verification by voice
Step-by-step gateway and AUTOPAY activation
Auto-creates the merchant record in your CRM
Request demo
Give every PlumTech merchant an instant, expert answer.
See how Helios deploys AI voice agents that resolve merchant tickets 24/7 across PlumTech's gateway, AUTOPAY and scoring products — with full compliance and a measurable lift in resolution.