By Chris Trainor, Vice President of Platform Strategy and Innovation, Paymentus
Recently, I had the honor of participating on a panel at the AI Collaborative for Energy & Utilities Conference. The panel, “The Current and Future Advancements of AI in Commercial Software,” explored the transformative nature of AI in the energy and utilities sector, but has widespread applicability to all billing organizations.
Here are a few key topics touched upon during the panel.
Enterprise Security & Compliance
AI is no longer optional—it’s embedded into core business processes, including billing, payments, and customer engagement. But with that integration comes heightened risk if security and compliance aren't prioritized from day one.
When AI systems process sensitive information—such as personally identifiable data (PII), payment details, account history, or health and insurance information—every prompt, response, and integration point becomes a potential vector for data leakage or regulatory non-compliance.
This is especially critical in regulated industries like utilities, insurance, healthcare, and government, where failing to safeguard data could lead to:
- Legal and regulatory violations (e.g., PCI DSS, HIPAA, GDPR, CCPA)
- Loss of customer trust due to unintentional data exposure
- Operational risk from AI-generated outputs that aren’t traceable, auditable, or secure
- Inadvertent data sharing with external AI systems that use prompts to train future models
That’s why AI cannot be treated as a bolt-on or “nice to have” tool—it must be integrated within an existing secure, compliant, and closed-loop infrastructure.
How Does Paymentus Protect Clients?
Paymentus has built a fully enclosed AI environment with the following safeguards:
- No prompts or responses are shared externally
- No customer data is ever used to train public LLMs
- All AI activity is governed by strict access controls and encryption
- End-to-end auditing and observability ensure traceability
- Compliance frameworks are enforced across PCI, HIPAA, and other standards
This allows our clients to confidently adopt AI—knowing it’s not only intelligent but secure, compliant, and aligned with enterprise risk and governance expectations.
Software Development
AI is transforming how billing and customer engagement platforms are designed, developed, and deployed.
Intelligent coding agents—powered by advanced developer tools and large language models (LLMs)—are accelerating the software lifecycle. Activities like requirements gathering, journey mapping, technical documentation, and testing are now completed in hours instead of weeks, with greater accuracy and adaptability.
Modern cloud platforms are central to this transformation, providing the scalable infrastructure and services needed to operationalize AI, including:
- Private, compliant access to enterprise-grade LLMs
- Integrated CI/CD pipelines
- Scalable compute and event-driven microservices
- Real-time orchestration, telemetry, and monitoring
- Secure credentialing and threat protection
- Cognitive APIs for language, vision, and speech
These capabilities empower our clients to:
- Embed AI into user experiences and workflows
- Translate natural language into deployable logic and UI flows
- Automate QA, deployment validation, and anomaly detection
- Normalize and secure data across systems
- Maintain resilience, observability, and governance at scale
Cloud-native AI infrastructure has become the backbone of modern platforms. By combining AI agents with no-code tools, orchestration layers, and real-time integrations, organizations can deliver more intelligent, adaptive systems—faster and more efficiently.
What Organizations Should Do Next
The most important step your organization can take today is to contact your billing and payments partner to understand their AI strategy and how it is being applied to your organization.
We would also recommend, if you have not already done so, creating a strict set of rules in relation to the implementation and usage of AI. Much like Paymentus has developed its AI security policy, your organization should work to craft similar regulations to ensure the security of your end-to-end system.
AI has truly changed the way organizations operate, but harnessing the full power of its potential will rely on a strategic, yet visionary, approach to its implementation. Working with a company like Paymentus can help overcome the growing pains associated with new technologies and allow you to immediately benefit from our dedicated experience using AI within the billing and payments space.
Want to see how AI can transform your ability to serve customers? Let’s talk! Our experts can provide you with a one-on-one demo that addresses your organization’s specific needs and goals.
