When merchant networks grow, manual operations fall behind
A leading digital payment company in Nigeria, whose name begins with “P,” operates an extensive network of merchants relying on POS terminals for everyday transactions. As the merchant base expanded rapidly, the company began facing challenges in efficiently collecting and classifying POS-related issues. Traditional manual call operations were time-consuming, labor-intensive, and prone to inconsistent data reporting — resulting in slower fault resolution and declining user satisfaction.
A need to scale smartly, not expensively
As merchant numbers surged, the company needed a solution that could expand customer support capacity without increasing operational costs. Specifically, it aimed to:
- Collect and categorize POS terminal issues in real time
- Reduce human involvement in repetitive outbound call tasks
- Deliver accurate, structured feedback to technical and customer support teams for faster resolution
Manual calling processes could no longer keep pace with the company’s growth. Each merchant issue required individual follow-ups, often leading to delays, incomplete data, and higher operational costs.
Dyna.Ai solution: intelligent automation through AI Voice Agents
To address these challenges, Dyna.Ai deployed an AI Voice Agent solution that combines advanced voice automation, large language models (LLMs), and real-time API integration — enabling full automation of the POS issue collection and classification workflow.
Key innovations included:
- Localized, Humanlike Voice Interaction
The AI Voice Agent conducts outbound calls using authentic Nigerian accents, fostering trust and natural engagement in a linguistically diverse market.
- Automated Fault Classification
Through intelligent dialogue, the system analyzes merchant responses with LLMs to identify root causes and automatically generate categorized issue tags.
- Real-Time Data Callback
Once calls are completed, issue summaries and categorized data are transmitted instantly via API to the company’s internal systems, enabling immediate action.
- Effortless Scalability
The cloud-based system supports unlimited concurrent calls, maintaining responsiveness even during peak inquiry periods.
- Verified Accuracy
All identified issues are confirmed in real time through merchant feedback, achieving 100% verification before data submission.
The outcome: efficiency at scale
The collaboration delivered measurable operational improvements across efficiency, responsiveness, and data accuracy:
- Real-time Outbound Call Initiation: The AI Voice Agent launched merchant outreach instantly upon receiving daily lists, ensuring timely engagement.
- High Response Rate: Over 50% of merchants were successfully reached and provided valid feedback on POS issues.
- Instant Feedback Loop: Real-time API callbacks enabled immediate internal follow-up and faster issue resolution.
- Unlimited Call Concurrency: The system maintained 24/7 responsiveness without requiring additional human resources.
- 100% Verified Accuracy: AI-reported issues consistently matched actual terminal conditions based on client validation.
Through intelligent automation, the company significantly reduced manual workload, improved fault visibility, and accelerated response times. Moreover, the data collected by the AI system uncovered recurring problem patterns—such as card reading errors, broken screens, and network connectivity issues—providing valuable insights for ongoing service optimization.
Lasting impact: from reactive support to proactive intelligence
By leveraging Dyna.Ai’s intelligent voice automation, the company transformed POS issue management into a real-time, data-driven workflow. Operational costs dropped, fault resolution accelerated, and merchant satisfaction improved. Most importantly, support teams could now focus on resolving problems rather than collecting them.
The AI-driven insights also enable proactive measures to prevent recurring POS issues — redefining how the company delivers high-quality, scalable merchant support in a fast-growing digital payment ecosystem.
