PayPal’s CFO John Rainey said 11 percent of the company’s 60 million customer inquires could be automated; the types of transactions they are calling about are simple questions like what did I buy for the amount charged; each of these calls costs PayPal about $4, Rainey believes the company can automate these inquires and save the company about $25mn a year; “There is no reason they need to speak to us about that,” Rainey said to Business Insider. “We have all that information.”; they are not looking to automate all inquiries but instead take care of simple customer asks to be more efficient and spend more time on complicated calls. Source.
