Introducing Contakt: Welcoming a New Era in Customer Experience with Generative AI
Haptik celebrated its decade milestone this year. Through our journey, we’ve leveraged AI to unlock the power of messaging: processing 10B+ conversations, 10M+ transactions, and building some of the most refined conversational experiences for our customers.
However, it's time to acknowledge - historically, chatbots have fallen short of customer expectations. Restrained by predefined scripts, they were rigid, couldn’t retain context to engage in free-flowing conversations, and struggled to handle out-of-scope queries. This often left customers frustrated as they had to repeat themselves while looking elsewhere for more nuanced assistance.
The launch of ChatGPT by OpenAI in November 2022 was a significant breakthrough. It unlocked the potential to solve for end-to-end customer experience. Integrating advanced language models like GPT-3.5 has been a game-changer for Haptik to bolster our native AI and expand the capabilities of our products and solutions.
Thus, after a decade of building Haptik, it’s Day 1 all over again. We have gone back to the drawing board and rebuilt our entire product to be LLM first.
We are calling this reincarnation Contakt, a unified solution capable of delivering end-to-end customer experiences through an amalgam of Generative AI and human assistants.
With Contakt, enterprises can now deliver streamlined and efficient support experiences at scale. It enables teams to understand and respond to customer queries in a nuanced and context-aware manner, fostering conversations that are both efficient and tailored to individual needs.
Let’s explore the essential details of Contakt
Generative AI powers its core features namely Generative AI Assistant, Agent Co-pilot, and Intelligent Analytics.
Generative AI Assistant - A Generative AI-powered feature that provides the foundation for building an AI Assistant using unstructured data (PDFs, CSVs, blogs, websites, and other sources). And the best part? You can get started instantly! The AI Assistant can resolve a wide range of customer queries and generate dynamic responses when integrated with CRM and web APIs. It can offer conversational buying guidance during the pre-sales stage of customer journey, helping buyers make informed purchase decisions.
Agent Co-pilot - It uses Generative AI to provide support agents with real-time AI-powered summaries, suggested responses, and recommendations as they engage with customers. This not only improves agent productivity but greatly improves response time, delivering a positive customer experience.
Intelligent Analytics - An analytics engine that provides valuable insights into bot and agent performance, along with AI-powered recommendations to improve the efficiency of customer support. It offers a unified view of all metrics that matter and allows the creation of custom reports and dashboards.
Truly Meant for Enterprise Scale
Contakt is backed by a cutting-edge NLP engine, a powerful integration ecosystem, and unique capabilities to handle scale and security.
Scalability - Contakt excels in managing high customer volumes with an easy-to-deploy interface. You can maximize omnichannel support across 10+ channels, communicate in 100+ languages, and seamlessly integrate with 100+ platforms, including social channels, agent systems, payment gateways, and API-compatible software for enhanced customer experiences.
Security - Contakt ensures the highest level of data security and adheres to global security standards, including ISO, HIPAA, GDPR, CCPA, and SOC 2 regulations. This commitment to security ensures the protection and confidentiality of sensitive customer data.
NLP Engine - Integrated with OpenAI, Contakt’s Generative AI-powered NLP engine can understand and interpret the intricacies of human language. Moreover, it identifies intent, handles ambiguity, engages in personalized conversations, and retains context to drive more natural, human-like interactions.
The Slope of Enlightenment
AI chatbots in customer experience have reached an inflection point, referred to as the Slope of Enlightenment on the Gartner Hype Cycle. Fueled by LLMs (large language models), chatbots have never been more capable of facilitating smoother and more fluid conversations, making it a win-win for brands and customers. Contakt transcends the boundaries by improving agent efficiency with Generative AI, and utilizing cutting-edge analytics to make end-to-end customer experience a reality.
We’re excited about the potential of Contakt to help enterprises unlock tangible outcomes. It is, after all, designed to offer a holistic customer experience, ushering in a new era where businesses don’t just offer support but actively engage and solve customers’ biggest pain points.
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