Digital Transformation Across Banking, Insurance, and Investments

At IIFL Securities, we value our customers and believe in empowering them to get self-help at their convenience. However, we are always available to support them whenever required. Our ASK-IIFL (Chatbot & Customer Care), developed & supported by Haptik’s Intelligent Virtual Assistant, helped us cater to a large number of queries in real-time. The Ask-IIFL IVA has significantly reduced our resolution time and is driving our customer support efforts from the front. We would like to thank Haptik for a good beginning, and look forward to working with them to further enhance customer experience.

– Dharmender Narang, EVP & Chief Customer Experience Officer, IIFL

Because customers often contact us with the same kind of requests, we have been able to achieve greater business efficiency by driving a number of these queries to Zuri. In addition to the positive response from our customers, Zuri has helped us to offer 24×7 support to complement our HelpPoint timings and ensure we are there when our customers need us the most. Zuri will become an even more important member of our team as we extend the channels and use cases that she is able to handle.

– Mark Cady, Head of Operations, Zurich International

Haptik is a fantastically committed team. They truly understand their business and they go really deep to understand their customers’ issues. Combining human empathy with AI has been instrumental in bringing life to our IVA. As we add new customers every day, the IVA seamlessly handles 70% of query flow, helping us achieve incredible customer satisfaction rates, exceeding anything ever seen before.

– MVS Murthy, Head – Marketing & Digital, Tata Asset Management Ltd.

KAYA, Kotak Life’s AI enabled virtual assistant, built along with Haptik, has helped improve customer servicing capabilities. The customer response and experience was excellent, which has made us move this service on WhatsApp as well. Kotak Life is now resolving a large part of customer queries real-time 24/7. To top this, any new enhancement on the platform gets done very fast, hassle free.

– Kirti Patil, Sr. EVP, IT & CTO – Kotak Life Insurance