HealthKart Delivers Fitness On-demand Using Conversational AI

Mobile
Industry

Healthcare & Fitness

Platform

Website & App

Live Since

April 2020

Product Used

Customer Care

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 “At Healthkart, our customers and their requirements are our #1 priority. During COVID-19, we saw a surge in user queries around nutrition, fitness, and immunity-boosting products and we decided to build dedicated chat flows for this. Using Haptik’s drag & drop IVA builder, we created chat flows to provide tailored product recommendations and nutritional advice, thereby enabling higher engagement and enhancing the user experience across all touchpoints.”

 –Ashish Gayakwar, Senior Product Manager at HealthKart.

HealthKart Logo

Founded in 2011, HealthKart is India’s leading health supplement store offering a wide range of healthcare and wellness products from various brands like MuscleBlaze,  Optimum Nutrition, Muscle Tech, Ultimate Nutrition, TrueBasics, and many more. With over 100 stores around the country, HealthKart is a renowned omnichannel health brand, recognized for its genuine and authentic nutritional supplements.

Business Goals

  • Wanted to make support more self-serve and asynchronous to handle the surge of user queries during COVID-19.
  • Create HealthKart as the go-to destination for diet, fitness & immunity-related advice.
  • Proactively educate users and recommend relevant products based on their lifestyle and fitness goals.
  • Having the flexibility to build new chat flows from the ground up or tweak existing ones entirely in-house. 
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Solution

HealthKart partnered with Haptik to build an IVA;

  • Used Haptik’s Conversation Studio to seamlessly create chat flows for personalized diet & fitness advice, product recommendations, and immunity-related purchases.
  • Shared personalized diet and workout plans based on the users’ goal, eating habits, current weight, lifestyle, etc.
  • Proactively delivered tailored product recommendations for users looking to boost their immunity power during COVID-19
  • Activated on-demand support for routine queries such as order tracking, payments, bill queries, refund, and replacement.



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Key Use Cases

HealthKart-1

Business Impact within 5 Months

80%

Automation rate

106K+

Users catered

128K+

Conversations handled

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