78% of Indian businesses would switch payment gateways for AI capabilities: Zoho survey
About 78% of Indian businesses would switch their primary payment gateway if another provider offered the AI capabilities they expect, according to Zoho’s Indian Merchant Payment Survey 2026.
The survey, which covered more than 700 businesses ranging from micro and small businesses to large enterprises, found that nearly 60% are already using AI capabilities in payment operations, while another 20% are evaluating them.
Fraud detection was the most sought-after AI capability, followed by smart payment routing and automated reconciliation. Businesses also cited risk assessment, chargeback and dispute settlement, and customer insights among the AI features they expect from payment providers.
Payment failures and reconciliation remain significant operational challenges. About 56% of respondents identified payment failures as a major issue, while 46% cited reconciliation. The survey found that 61% of businesses spend between one and three hours a day on reconciliation, while nearly 20% spend three to six hours.
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