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Haptik Supports Hathway to Improve Customer Experience

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Jio Haptik Technologies Limited, a subsidiary of Reliance Jio Platforms and one of the world’s largest conversational AI firms, announced Hathway’s success with the debut of DIVA, an intelligent virtual assistant. To remain ahead of the curve and boost client retention, Hathway teamed with Haptik to use Conversational AI.

Hathway is devoted to providing the greatest possible experiences for its 11M+ customers and consistently tries to empower its users with best-in-class service. The introduction of COVID-19 has expedited the movement to ‘Work from Home,’ resulting in a shift in customer expectations. Customers began to use Hathway’s digital platforms, such as the App, Selfcare, and Website, to submit questions, complaints, and requests.

Pratyush Kukreja, VP and GM, India and MEA – Haptik, said, “The past year saw brands across all industries leaning more heavily on AI, automation, and self-service to manage high volumes of customer support queries coming in. Messaging also has evolved as the preferred way for customers to interact with brands because it is quick, convenient and feels more personalized. Working with Hathway gives us the opportunity to power millions of users with AI-driven connected experiences. Seeing Hathway’s success further fuels our goal to drive the world’s transition to AI-powered conversations.”

Hathway teamed up with Haptik to create DIVA, which aids in:

  • Providing on-demand support for tasks such as requesting invoices, getting payment receipts, and other WiFi-related queries
  • Capturing leads and developing a strong sales pipeline Sharing relevant offers and promotions with existing users Renewal of client plans via strategic payment integrations
  • AI-powered suggestions to assist users in selecting the optimal plan for their needs

DIVA has managed 2.7 million chats to date and has increased First Response Time (FRT) and Issue Identification by 98.3 percent. DIVA has also improved First Time Resolution for technical and billing difficulties by 95 percent.

Anil Jhamb, Chief Customer Service Officer, Hathway Cable, and Datacom Ltd, Added, “Haptik is a key partner for Hathway because they are driving real innovation in Conversational AI. Their AI platform is transforming the way we think about fostering meaningful digital interactions and customer engagement. With Haptik we were able to bring speed and efficiency to our customers, improve customer communication and deliver the state-of-the-art digital experiences that achieve impactful results.”

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