How Haptik enabled customer support automation for the World's 3rd largest Telecom
The world’s third-largest telecom provider, Reliance Jio Infocomm Ltd (popularly known as Jio), is a subsidiary of Reliance Industries Limited (“RIL”), a $150 billion conglomerate and one of India’s most valuable enterprises. Jio is transforming digital India with world-class all-IP data strong future proof network that provides the latest 4G LTE technology.
In April 2020, Facebook acquired 9.99% shareholding in the company for an investment of $5.7 billion, and Google invested $4.5 billion, along with several investments from other companies making Jio one of the highest valued telco-to-internet companies globally.
Delivering best-in-class customer experiences is central for telecom providers to retain customers and protect market share.
The key objectives of the IVA included:
Provide agility:Available 24*7to answer queries, requests, and complaints
Improve Efficiency:Reduce wait time <6.2 sec
Deliver Personalization:>10 API integrations
Haptik built an IVA for Jio Mobility that helped them:
Incorporated 900+ unique intents and 7000+ ways in which a user interacts with a chatbot
Primarily caters to Jio’s customer service around Mobility, Fiber, Digital Apps, and Brand Offers.
Seamlessly routes complex issues to the support team, ensuring a smooth handoff between the AI and human agents.