In 2024, integrating AI chatbots into business processes is not a luxury. Rather, they are invaluable assets for businesses that want to scale customer support, offer superior customer experiences, generate higher ROI, and unlock customer loyalty. Powered by advanced NLP, AI Assistants have greatly evolved into human-like conversational agents that can engage customers in meaningful conversations and deliver nuanced, context-aware responses. In fact, AI chatbots, it’s said, are capable of handling 70% of customer interactions, allowing agents to focus on handling more complex queries and tasks.
Here are our top 10 picks of India's best ai chatbots (in 2024):
- Gen AI Sales Assistant by leading furniture brand Nilkamal
- Gen AI-Powered 'Elena' by Indian School of Business (ISB)
- 'PEP', IVA by Pepperfry
- Jio Digital Leverages WhatsApp for Higher Engagement
- Self-Serve AI Assistant by Upstox
- India's First-ever WhatsApp Commerce Solution by JioMart
- 24/7 WhatsApp Chatbot by Disney Hotstar
- Railway Food Order & Delivery by Zoop India
- Kaya Virtual Assistant by Kotak Life Insurance
- MyGov Corona Helpdesk WhatsApp Chatbot by Government of India
#1 Gen AI Sales Assistant by leading furniture brand Nilkamal
A renowned name in the business of molded plastic furniture, Nilkamal wanted to increase product orders. It partnered with Haptik to build a Gen AI Sales Assistant that would offer conversational buying guidance to help buyers make informed decisions.
Powered by Generative AI, Nilkamal was able to deploy the AI Assistant after a reduced bot building and training time. It enabled Nilkamal to respond to and resolve complex customer queries comprising diverse product details such as utility, color, product pricing, and more.
Soon after its launch on WhatsApp, the AI Assistant helped turn conversations into product orders while offering conversational purchase support in diverse Indian languages.
#2 Gen AI-Powered 'Elena' by Indian School of Business (ISB)
A business school that offers post-graduate certification programs, ISB envisions being one of the best management schools. It partnered with Haptik to build a Generative AI Assistant to help candidates find the right courses, get their enquiries answered in a conversational way, and streamline the admission process.
Named ‘Elena’, the AI Assistant serves as an executive learning navigator for students to access admission, school, and course-related information by using the menu options. Students can also engage in free-flowing conversations by typing in their queries and getting contextual responses in a detailed manner. For example, you could type in a query “What are the key features of ISB?”, and the bot would provide a detailed response.
Elena’s efficiency in handling diverse queries and delivering a superior conversational experience make it one of the best Gen AI chatbots in education.
#3 'PEP', IVA by Pepperfry
A leading online marketplace for furniture and home decor, Pepperfry sought a conversational solution capable of handling increasing demand for instant query resolution and customer support. It partnered with Haptik to build an AI Assistant to reduce customer wait times and streamline query resolution.
‘PEP’, the intelligent virtual assistant built by Haptik for Pepperfry, was deployed with the aim of improving customer experience and responding faster to customer queries. It allows to automate routine queries related to order tracking, refund, cancellation, invoice request, and more. In addition, ‘PEP’ allows for auto-ticket creation when a user requests for a callback, and promotes product discounts, offers, and sales for better uptake.
Pepperfry was able to improve its customer satisfaction score by 60% after implementing ‘PEP’, which handled 100k conversations and initiated 20% agent handover.
All you need to know about Pepperfry improving CSAT with IVA 'Pep'
#4 Jio Digital Leverages WhatsApp for Higher Engagement
Jio’s digital platform, Jio Digital, has been a fascinating success story in the telecom industry, built on the back of pocket-friendly prices, high-speed internet connections, and coverage across the length and breadth of India. It sought a platform capable of driving usage, increasing engagement, and maximizing retention. Collaborating with Haptik, it wanted to build a WhatsApp Assistant to connect with 5G, 4G, and Jio Fiber customers, and partners.
Considering Jio Digital’s diverse customer base, providing superior customer experiences is a challenge. personalization as a top priority, Jio Digital wanted an agile solution for efficient and accurate query resolution.
Haptik built a powerful WhatsApp Assistant integrated with 900 unique intents and over 7000 variations to drive seamless customer conversations. Furthermore, its proactive messaging capabilities allowed Jio Digital to maximize engagement, boost customer acquisition, and offer efficient customer support.
It allowed Jio Digital to clock 1M+ transactions, while triggering 5B+ notifications and handling 34M+ conversations, effortlessly managing the scale of it all.
#6 India's First-ever WhatsApp Commerce Solution by JioMart
For Indian eCommerce giant JioMart, WhatsApp had been a channel mainly for customer support. However, it sought to make the big leap of providing the “most exceptional shopping experience” on the platform, serving more than 10+ million monthly users and driving conversions at scale.
After all, the company is offering India’s first-ever WhatsApp commerce solution!
Improving user experience throughout their shopping journey and maximizing their use of WhatsApp chatbot were among JioMart’s objectives.
To achieve this, the company has launched a chat-based search that allows users to search for products by chatting with the WhatsApp AI assistant. The feature not only displays products based on user queries but also personalizes the suggestions based on the user’s pincode.
The solution has helped JioMart increase average customer spend by 20% in just three months, while its orders increased by 582% along with a nearly 733% growth in revenue.
#7 24/7 WhatsApp Chatbot by Disney Hotstar
Brands want to offer faster, more efficient and scalable customer service.
Disney+ Hotstar’s customer base has grown 10X since 2019 with the acquisition of Indian Premier League (IPL) broadcasting right and the brand faced some key CX challenges, including:
- Longer customer wait times
- High dependency on call-center agents
- Delayed resolution as a result of agent work overload
To offer a superior customer experience, Disney+ Hotstar has launched a 24x7 WhatsApp chatbot that provides strong, consistent experiences for customers. The WhatsApp chatbot helps provide support for 500,000+ customers while managing more than 5000 monthly conversations.
More significantly, the first response time has come down by 99.72% (from three hours to 30 seconds) and the resolution time has reduced by 97% (12 hours to 30 minutes).
#8 Railway Food Order & Delivery by Zoop India
Railway passengers tend to have a hard time getting high-quality food on their train journeys.
That, now, is a thing of the past with Zoop India’s WhatsApp chatbot service enabling travelers on Indian trains to get their food orders delivered straight to their seats.
Travelers can text Zoop’s WhatsApp chatbot and enter their 10-digit PNR number, allowing the chatbot to automatically identify the seat/berth of the passenger.
Passengers will then be prompted to select a station where they want to order and get their food delivered. They can choose a restaurant to order their food and complete the payment process, all on the app alone. Once confirmed, passengers can also track their orders for delivery.
#9 Kaya Virtual Assistant by Kotak Life Insurance
Improving user engagement is important as it allows brands to drive customer retention and reduce churn.
Kotak Life Insurance (KLI), one of India’s fast-growing insurance companies, had the challenge of improving customer engagement. Driving digital transformation and enhancing user experience were the other areas in need of improvement.
To address its challenges, KLI has deployed Kaya, an IVA that now handles 88% of routine user queries, while improving discovery and scaling user engagement on the platform.
Kaya has helped KLI achieve a CSAT score of 82%, save 8000 hours of agent time, and drive 700,000 monthly conversations.
Learn how Kotak Life Insurance increased user engagement by 500%
#10 MyGov Corona Helpdesk Chatbot
The COVID-19 pandemic shook the world. During the crisis, people needed access to accurate and reliable information about the coronavirus. MyGov Corona Helpdesk – the official Government of India chatbot, was developed with the same intention in mind.
The WhatsApp chatbot answers COVID-19 queries, provides tips, offers preventive measures to stay safe, and shares the latest updates and advisories from the Ministry of Health. The WhatsApp chatbot was also made available in Hindi to increase its reach. As the vaccination drive started across the country, the chatbot upgraded to enable millions of Indians to book vaccinations slots and download their vaccine certificates.
Know how Haptik built the World's Largest WhatsApp Chatbot
To Sum Up
Haptik's conversational AI platform has enabled enterprises to seamlessly scale customer support, offering higher efficiency and responsiveness in handling customer queries. Brands across industries such as eCommerce & retail, fintech, edtech, and more have leveraged Haptik’s powerful AI chatbots to drive omnichannel customer engagement and foster lasting customer relationships. In addition, Haptik’s innovative AI solutions have helped drive meaningful outcomes like reduced resolution times, reduced agent dependency, and increased sales through personalization - which combine to elevate customer experiences.
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