Purr-fecting Customer Support with an AI chatbot

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Untitled design (12)-2



Website, WhatsApp

Live Since

Jan 2020

Product Used

Customer Care

Photo (3)

We've been using Haptik since Jan 2020, it has transformed the way we interact with our customers and the speed with which we resolve queries. We've seen a strategic shift in the way we envisioned customer experience at SleepyCat. Being an online sleep solutions company with mattress as our core product, a customer sometimes requires guidance on the various options to make a decision and Haptik does this extremely well for us. We've seen tremendous growth in the number of queries we've catered to, and the customer query resolution has reduced by ~70%! With the initial success of our website IVA, we expanded it to other channels such as Whatsapp and Facebook to provide an omni-channel experience to the end consumer.

I am happy to see continued improvements and new features in the system and regularly recommend Haptik to my contacts.

Kabir Siddiq, Founder & CEO, SleepyCat

Sleepy Cat Logo PNG

SleepyCat is a leading online sleep solutions company that believes in delivering luxurious sleep to everyone. Established in 2017 to quickly become the internet's highest-rated mattress in India, they're constantly innovating and thinking outside the box to bring premium sleep products directly to customers. Widely recognized as a disruptor in the mattress industry evolving the way the nation sleeps, their product line-up includes an array of mattresses, pillows, bedding, and more. 


Business Goals

  • Automate support and increase efficiency in answering 70-80% of user conversations which include top queries
  • Standardize common queries and improve the quality and accuracy of answers through automation.
  • Reduce man-hours and save on agent costs to improve ROI


SleepyCat partnered with Haptik to build SIA - an Intelligent Virtual Assistant to scale Customer Support efforts and deliver a highly efficient user experience, end-to-end.

  • Sia took over and resolved key customer queries like Track My Order, Check Delivery Timelines, Return/Exchange Request, Delivery Issues, etc.
  • Significantly reduced wait times and improved end-user experience
  • Saved agents from answering repetitive queries, enabling them to focus on high-value, complex queries that require a human touch. 


Key Use Cases


Business Impact


Automation rate


Monthly conversations handled


Unique users per month

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