Jio Redefines Partner Experience on WhatsApp Bot at Scale

Overview

Jio, India’s largest telecom network with a customer base of over 498 million, is at the forefront of the country’s digital transformation journey. With one of the biggest on-ground distribution networks, Jio wanted to build an integrated, scalable solution empowering its vast partner ecosystem. To bring its vision to life, the company joined forces with Haptik to deploy a WhatsApp chatbot to automate partner onboarding, assisted recharge journeys, and digital ID generation. Today, the conversational solution functions as a 24/7 command center, supporting millions of Jio’s partners across every corner of the country.

Challenge

Jio had the overarching objective of making it easy for anyone to enroll in its partner network, similar to the ease of starting a WhatsApp conversation with a friend, using minimal documentation.

• Onboarding: Traditional or app-based partner onboarding was an operational challenge, with potential for data inaccuracies and KYC compliance considering the extensive partner network.

• Booking and incentives tracking: A lack of automated tracking caused inefficiencies in attribution of leads and bookings, further affecting incentives rollout. 

• ID card and assets: Manual processes for issuing ID cards and assets to partners were faced with delays and inconsistencies in field operations.

• Partner support: Jio wanted to assist partners on WhatsApp to promote and sell JioFiber, Jio SIM, and other high-demand Jio products.

Solution

Partner Onboarding on WhatsApp

The company wanted to onboard partners as JioFiber Associates, allowing them to book JioAirFiber connections for customers through WhatsApp. This significantly reduces onboarding friction, empowers partners with direct sales tools, and improves transparency in commissions and customer conversion tracking.

• Seamless onboarding: The WhatsApp chatbot collects partner details (Name, UPI, PAN, Pincode, etc.) to initiate the onboarding process and receive confirmation.

• Instant PRM ID generation: The bot then registers the partner as a JioFiber Associate and issues a unique PRM ID, enabling quick activation without physical paperwork or app downloads.

• JioAirFiber booking enablement: Associates can initiate bookings via the WhatsApp chatbot by entering the customer’s mobile number and selecting one of the JioFiber/JioAirFiber plans (₹1111, ₹2222, etc).

• Smooth payment experience: The bot sends the payment link to the customer, while automatically tagging the associate’s PRM ID for accurate tracking and incentive payouts.

Partner-Assisted Recharge Experience Via WhatsApp

As part of its broader partner enablement plan, Jio empowered its associates to drive mobile recharges for customers on WhatsApp.

• Quick recharge flow: Associates initiate the recharge process by entering 123 followed by the customer’s 10-digit Jio number. 

• Plan selection: Associates suggest recharge plans to customers, either one of Jio's Popular, Entertainment or Value Packs, or by simply entering the plan value (349) which includes calls, SMS, data limits, OTT access, and more.

• Easy payments: The bot then sends a WhatsApp notification to the customer with the chosen plan details and secure payment link with UPI and other payment options to facilitate the transaction.

• Incentive management: The associate’s PRM ID is auto-tagged in the flow for accurate tracking of incentives and performance monitoring.