Tickets pile up across timezones
Merchants in Brazil, Mexico, Nigeria and the Philippines all need help at once — and your support team can't be everywhere at the same time.
Helios × Pagsmile
Merchant support that never sleeps — across 30+ countries.
Helios deploys AI voice agents that answer Pagsmile merchant questions on payins, payouts and settlements — in their language, at any hour, with the precision global payments demands.
Coverage 24/7
Always-on AI voice agents across every timezone Pagsmile serves — from São Paulo to Jakarta, no shift gaps.
First-contact resolution +45%
Agents query payment status, settlement timing and payout state in real time to resolve tickets on the first call.
Support cost per ticket -55%
Deflect repetitive merchant inquiries from your human team and let them focus on complex escalations.
Helios Dashboard
Merchant tickets today
6.4k
First-contact resolution
78%
Avg handle time
1m 42s
Recent merchant tickets
BR
ResolvedPIX payin not credited — R$ 8,420
Brazil · Resolved on first contact
MX
RetryingPayout failed — $42,150 MXN
Mexico · Bank rejection · In retry
CO
InformationalSettlement timing inquiry
Colombia · T+2 explained · FX confirmed
Weekly resolution volume
+27% vs prior week
MonTueWedThuFriSatSun
Merchant support that scales across every country you operate in
Payin troubleshootingPayout statusSettlement inquiriesFX & rate clarificationsRefund & chargeback supportMerchant onboardingAPI integration helpMultilingual coveragePayin troubleshootingPayout statusSettlement inquiriesFX & rate clarificationsRefund & chargeback supportMerchant onboardingAPI integration helpMultilingual coverage
The merchant support challenge
Global merchants expect instant answers — in every language, every timezone.
Helios turns the flood of merchant inquiries into resolved conversations — at the scale global payments requires and with the accuracy your merchants trust.
Multilingual support is expensive
Hiring native-speaker agents for Portuguese, Spanish, English and Chinese drains payroll and creates uneven service quality.
Repetitive payment questions drown your team
"Where is my payout?", "Why was this payin declined?", "When does settlement arrive?" — the same tickets, every day, blocking work on real escalations.
Capabilities
You don't need more support agents. You need smarter merchant operations.
Use Helios to deliver consistent, accurate merchant support in every market Pagsmile operates in.
Capability 01
Always-on merchant voice support
AI voice agents answer the phone the moment a merchant calls — no IVR maze, no queue, no business-hour limits.
- Instant pickup across every Pagsmile market
- Native-quality voice in Portuguese, Spanish, English and more
- Unlimited concurrent calls without hiring more staff
Capability 02
Live payin, payout & settlement lookup
The agent connects to your Pagsmile back office to read transaction status, settlement dates and FX details in real time during the call.
- Real-time payin status by reference or merchant ID
- Payout tracking with bank-level error explanations
- Settlement timing, FX rate and country-specific rules
Capability 03
Compliance & full traceability
Every conversation is recorded, transcribed and tagged — fully auditable for AML, PCI and local payment regulators.
- Full recording and transcription of every call
- PCI-aware handling of sensitive payment data
- Audit-ready reporting per merchant and country
Process
Live in weeks — across every country Pagsmile already serves.
Helios is built to plug into your existing payment infrastructure and learn from every merchant conversation.
01
Connect to Pagsmile APIs
Securely wire the agent into your payin, payout and settlement APIs so it can answer real merchant questions with live data.
02
Configure scripts per market
Define tone, language coverage, escalation rules and country-specific compliance language — Brazil, Mexico, Colombia, Nigeria and beyond.
03
The agent handles calls
The AI voice agent receives merchant calls 24/7, looks up transactions live, explains outcomes and escalates the few cases that need a human.
04
Monitor and improve
Real-time dashboard tracks resolution rate, handle time, deflection and merchant sentiment — per country, per merchant tier.
Outcome
Resolution +45%
Live payment lookups and multilingual fluency mean more merchant questions get answered on the first contact.
Outcome
Support cost -55%
Automate the repetitive payment-status calls so your human team focuses on enterprise escalations and integration help.
Outcome
100% coverage
Every merchant call is answered, in every Pagsmile market, at every hour — without staffing 24/7 multilingual contact centers.
Use cases
Merchant support tuned to every Pagsmile payment flow
Helios adapts the conversation to the payment context — payin, payout, settlement or onboarding — to maximize resolution.
Payin Issues
Resolving Failed or Pending Payins
Merchants want to know why a customer payment didn't land. The agent checks transaction status, explains the reason and tells the merchant what to do next.
Request DemoReal-time status lookup by reference, CPF or order ID
Clear explanations for declines, fraud holds and timeouts
Guided next steps for merchant and end-customer
Request demo
Give every Pagsmile merchant the support they expect — at global scale.
Discover how Helios can transform Pagsmile's merchant operations with AI voice agents that answer, look up and resolve in every market you serve.