Product Overview of Haptik
Haptik is an enterprise-grade conversational AI platform designed to help businesses across various industries, including telecom, travel, hospitality, financial services, and eCommerce, to manage and enhance customer experiences through automated and personalized interactions.
What Haptik Does
Haptik enables companies to automate customer interactions using intelligent virtual assistants (IVAs) that deliver accurate, human-like responses. This platform is tailored to support customer support, sales, and engagement initiatives, allowing businesses to streamline their workflows, enhance customer satisfaction, and reduce operational costs.
Key Features
1. Intelligent Virtual Assistants (IVAs)
- Haptik’s IVAs automate customer interactions, providing responses that mimic human-like conversations. These assistants can handle a wide range of customer queries and support multiple languages.
2. Omnichannel Engagement
- The platform supports customer interactions across various channels, including web, mobile apps, social media, and messaging platforms like WhatsApp. This ensures a seamless and consistent customer experience regardless of the platform used.
3. AI-Powered Analytics
- Haptik offers robust analytics capabilities that provide actionable insights into customer behavior, agent performance, and conversation trends. These insights help businesses optimize their service delivery and improve customer outcomes.
4. Pre-Built Industry Solutions
- The platform includes pre-built virtual assistants customized for specific industries such as BFSI, telecom, e-commerce, and travel. These solutions enable businesses to go live with their chatbots quickly and efficiently.
5. Scalable Integration
- Haptik integrates seamlessly with existing systems like CRM platforms, ticketing tools, and payment gateways, ensuring a unified workflow and enhancing operational efficiency.
6. Drag-and-Drop Interface
- The platform features a user-friendly drag-and-drop interface that allows professionals to design and customize chatbot workflows without extensive technical expertise.
7. Multilingual Conversations
- Haptik supports multilingual conversations, enabling businesses to cater to a diverse customer base across different regions.
8. AI Recommendations and Data Security
- The platform provides AI-driven recommendations to improve customer interactions and ensures robust data security measures, including GDPR compliance.
9. Generative AI Capabilities
- Haptik is integrating Generative AI capabilities, such as those from ChatGPT, to enhance the naturalness of conversations. Features include sentiment detection, bot variant generators, and knowledge connectors that help in extracting and updating information efficiently.
Functionality
- User Interface Customization: Users can include various elements like menus, quick replies, image carousels, store locators, and chatbot prompts to enhance the user interface according to their requirements.
- Real-Time Insights: Administrators can gain insights into trending user queries, bot breaks, ROI, customer interactions, and other key metrics using advanced analytics and natural language understanding (NLU) capabilities.
- Lead Generation and Support: Haptik facilitates lead generation by converting casual chatbot interactions into potential sales opportunities and provides comprehensive customer support across different channels.
Overall, Haptik is a comprehensive conversational AI platform that leverages advanced AI technologies to deliver personalized, efficient, and scalable customer engagement solutions for enterprises.