Customer Care

Chat-based customer care across Web, App & Messaging using a hybrid AI and live agent system.

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The Haptik Bot has done a wonderful job for us. It was able to handle a large number of queries, far beyond what our agents would have been able to manually do given the rise in the number of queries during the sale. 75% of responses were handled without human intervention - massive savings for us in terms of man-hours! We are very impressed with the Haptik team, who were able to offer a solution in such a short span of time. We look forward to continuing our association with Haptik for more long-term projects.

— Suneet Gupta, VP - Customer Experience, Grofers

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Our ASK-IIFL Intelligent Virtual Assistant has helped us cater to large volumes of user queries in real-time. We've significantly reduced our resolution time to 45 seconds/query. Haptik has been instrumental in helping us provide exceptional user experiences and stellar customer support.

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

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Our customers often contact us with the same kind of requests. Using Haptik, we built Zuri and we have been able to achieve greater business efficiency and 70% end-to-end query resolution. In addition to the positive response from our customers, Zuri has helped us to offer 24x7 support to complement our HelpPoint timings and ensure we are there when our customers need us the most.

— Mark Cady, Head of Operations, Zurich International

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Haptik’s Live Chat solution has proved to be a great platform for us, enabling our Guest Experience Managers to effectively connect with customers on WhatsApp and resolve their issues. We have observed a significant reduction in the volume of calls to our customer care helplines since we implemented this solution.

— Varitant Goyal, Product Manager, OYO Hotels & Homes

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Haptik's IVAs are one of the strongest, most technologically advanced in the market and understand the end consumer sentiment extremely well. Our success in this IPL season with over 40 million users would not have been possible without Haptik's IVAs being the wind beneath our wings.

— Harsh Jain, CEO and Founder, Dream 11

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80 %

Customer care requests are routine, repetitive queries

2 + hrs

Daily time spent by 1 Billion+ people on messaging apps

95 %

Faster resolution of requests on chat vs other mediums

Never Leave a Customer Waiting Again with Industry-driven, Enterprise Smart Skills.

Smart skills are packed with all the pre-requisites ranging from advanced NLU, training data, and domain-specific models so that your team never has to start from scratch again.

Highly Scalable, Modular Blueprints for your Industry

Trusted and used by Fortune 500 companies, Smart Skills are purpose-built to help you automate complex, contextual business use cases.

Here are business results achieved by some of our customers using Haptik's curated Smart Skills:

Saved 3M+ in annual revenue savings for the world’s 3rd largest telco
Resolved 70% user queries end-to-end for a Global Insurance provider
Increased customer engagement by 500% for a leading Insurance company
Deliver flexibility to build chat flows from the ground up in-house without any dependency on Haptik.

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48 %

Reduction in cost per query for the world’s 3rd largest hotel chain

27 %

Increase in CSAT for a leading digital media platform

$

1 M

Savings across support operations for a fantasy sports website

Smart Agent Routing for Complex Queries

On average, Haptik’s AI is equipped to resolve 80% of customer queries, and automatically routes complex issues to your support agents based on their skill sets and current workload.

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100+ UI Elements along with Custom Configurations

Our chat SDKs are powered with built-in UI capabilities including image carousels, video thumbnails, quick reply buttons, contextual bot prompts, store locators, and more, making it as easy as possible for you to communicate with your customers.

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Highest NLU Accuracy

Haptik’s NLU (natural language understanding) continues to set new industry standards for accuracy and has achieved the Highest global benchmark (EMNLP 2019 dataset) for identifying out of scope queries. Our model is able to comprehend human emotions, make small talk, identify profanity, and detect gibberish--all of which facilitate richer customer insights while ensuring a top-notch user experience.