IT Embraces AI

At Corpay, we’re committed to staying ahead of the curve when it comes to leveraging cutting-edge technology. As Chief Information Officer, I understand the transformative potential of information technology (IT), especially as it continues to evolve in response to emerging trends. You won’t be surprised when I say artificial intelligence (AI) continues to dominate discussions, particularly in terms of how we can incorporate it into various aspects of our operations to improve efficiency, enhance customer service, and ensure the security of our systems.

AI for Efficiency and Customer Service

One of the most visible ways we’ve integrated AI is in our customer service operations. AI-powered tools have allowed us to scale our customer support in a way that not only improves operational efficiency but also elevates the overall customer experience. This includes AI-driven chatbots and integrated mobile apps designed to respond to customer inquiries faster and more accurately. Our customer service teams benefit from these tools by gaining real-time insights and recommendations, allowing them to provide more personalized service without being bogged down by repetitive tasks.

Beyond customer support, we’ve also implemented AI in our products themselves. For instance, in our cross-border payments business, AI tools are helping customers assess and manage risk, ultimately leading to smarter financial decision-making. In our maintenance division, AI helps predict when customers might need service or maintenance based on historical data. These efforts have been highly successful, enabling us to deliver more value to our clients while continually refining the user experience.

AI for IT and Security Innovation

While the application of AI to customer-facing solutions is perhaps the most obvious, it also plays a critical role behind the scenes in IT. With the sophistication of cyberattacks growing daily, AI has become an indispensable tool in our security posture. It enables us to identify potential vulnerabilities before they can be exploited. From bot attacks to phishing campaigns, AI-powered security systems can detect and mitigate threats more quickly and accurately than traditional methods.

Additionally, AI plays a role in optimizing our software development process. For instance, we leverage AI tools such as Microsoft Copilot for automated testing, which enhances the quality of our code and shortens development cycles. This allows our engineering teams to focus on higher-value tasks while improving overall productivity. By incorporating AI into development, we increase the life cycle of our products, ensuring that we deliver high-quality, secure, and efficient solutions to our customers.

Breaking Down Silos: The Federated Model and Data Integration

One of the unique challenges Corpay faces as a growing organization is managing a federated structure, with multiple lines of business, each with its own technology footprint. However, we see this as an opportunity to innovate and break down silos, particularly in the area of data integration. Our IT teams have worked to create cross-functional groups and think tanks, allowing business units to share their knowledge, experiences, and technological advancements. This collaborative approach has enabled us to leverage AI and other technologies more effectively across the organization.

As we continue to scale and grow, we're focused on how to better ingest and integrate data across our various business lines, particularly in areas such as sales and customer retention. By looking at historical data, AI tools can help us predict when customers might be at risk of churning, enabling us to proactively re-engage with them before they leave.

The Future of Work: AI and Staffing at Corpay

A common concern when it comes to AI is its impact on staffing and workforce requirements. At Corpay, we see AI as a tool for empowerment, not replacement. In fact, by automating routine tasks, we free up our employees to focus on higher-value work that drives greater customer satisfaction and business growth. For example, in customer service, AI tools enhance our team’s ability to provide excellent service without requiring constant increases in headcount. This approach allows us to scale our operations cost-effectively, without sacrificing quality.

Similarly, in IT and engineering, AI enables us to improve both productivity and the quality of our products. By using AI to assist with tasks such as automated testing and code quality analysis, we reduce the number of defects in our final products, leading to higher-quality outputs and faster time-to-market. Ultimately, AI is helping our teams become more efficient, rather than replacing them.

Conclusion: A Proactive Approach to Technology

As we look to the future, Corpay’s approach to information technology is built on a foundation of proactive innovation. From leveraging AI for customer service and product development to integrating data across our business lines and embracing hyper-automation, we are continually exploring new ways to drive efficiency, improve the customer experience, and stay ahead of emerging cybersecurity threats.

By investing in these technologies and focusing on cross-functional collaboration, we’re ensuring that Corpay remains at the forefront of the global payments industry, poised for continued growth and success in 2025 and beyond.