Product Overview of Haptik
Haptik is an advanced enterprise conversational AI platform designed to enhance customer experience, reduce operational costs, and drive significant returns on investment (ROI) for large and diverse businesses. Founded in August 2013 and acquired by Reliance Industries Limited in 2019, Haptik has established itself as one of the world’s largest conversational AI platforms.
What Haptik Does
Haptik enables enterprises to build and deploy intelligent virtual assistants that engage users in natural, free-format conversations using either text or speech. These AI-powered assistants are tailored to various industries, including retail, fintech, insurance, healthcare, travel, hospitality, media, and education. By integrating Generative AI capabilities, Haptik’s solutions aim to provide personalized, efficient, and scalable customer support, sales advisory, and service enhancements.
Key Features and Functionality
Core Capabilities
- Intent Recognition: Haptik’s AI can identify the intent behind user queries, ensuring accurate and relevant responses.
- Entity Extraction: The platform can extract specific information from user interactions to provide targeted support.
- Sentiment Analysis: Haptik detects and responds to user emotions, making interactions more natural and empathetic.
- Context Management: The AI maintains context throughout multi-turn conversations, ensuring continuity and coherence.
Advanced Functionality
- Multi Turn Conversations: Supports complex, multi-step interactions that mimic human-like conversations.
- Omnichannel Support: Haptik’s solutions are integrated across various channels, including WhatsApp, web browsers, and more, to provide a seamless user experience.
- Customizable Workflows: Allows businesses to tailor workflows and responses to their specific needs and branding.
- Analytics Dashboard: Provides real-time insights and analytics to track bot and agent performance, helping businesses optimize their customer experience.
Integration and Security
- API Integrations: Haptik integrates with a wide range of systems, including CRM, payment gateways, and social channels, to ensure comprehensive support.
- Data Security: The platform includes robust data masking capabilities and ensures the utmost confidentiality of sensitive information.
- Multilingual Support: Supports over 135 languages, including mixed languages like Hinglish and Spanglish, to cater to a global user base.
Generative AI and Automation
- Generative AI Assistants: Haptik leverages Generative AI models like ChatGPT to create dynamic, personalized responses and improve customer engagement.
- Automation: The platform can automate a significant portion of customer support queries, as seen in cases like Upstox where automation rates reached 77% and agent load was reduced by 85%.
Agent Support and Efficiency
- Agent Co-pilot: Empowers human agents with real-time AI-powered chat summaries and response suggestions to enhance efficiency and customer satisfaction.
- Human Handoff: Smoothly transitions complex queries from bots to human agents, ensuring no disruption in the customer experience.
Benefits and Impact
Haptik’s solutions have been instrumental in driving business growth for over 500 companies worldwide. Key benefits include:
- Improved Customer Satisfaction: Enhanced query resolution times and personalized interactions lead to higher customer satisfaction (CSAT) scores.
- Increased Efficiency: Automation and AI-powered support reduce the load on human agents and streamline support processes.
- Scalability: Haptik’s platform is designed to handle large volumes of interactions, making it ideal for enterprises looking to scale their customer support operations.
In summary, Haptik offers a robust and versatile conversational AI platform that transforms customer experience through advanced features, Generative AI capabilities, and seamless integrations, making it a valuable tool for businesses across various sectors.