Haptik

What is Haptik?

Haptik is an AI-driven Conversational CRM designed to help businesses manage the customer journey. Its features include an AI-powered Q&A system for websites, a sales assistant that guides customers through purchases, and tools to track user behavior. The ‘Contakt’ suite lets teams manage customer conversations across channels from a single platform, enabling 24/7 interaction, and it integrates with existing CRMs and Web APIs.

For marketing, Haptik uses AI to build personalized campaigns. Its ‘Interakt’ solution supports large-scale campaigns on WhatsApp. On the sales side, the AI sales assistant guides potential customers through the buying process with personalized suggestions, which can improve conversions.

Who created Haptik?

Haptik was founded by Aakrit Vaish and Swapan Rajdev. Aakrit Vaish, Co-Founder & CEO, oversees business direction and strategy. Swapan Rajdev, Co-Founder & CTO, leads technology efforts including Machine Learning and Integrations. Haptik is now part of Jio Platforms Limited, which acquired it. Jio is a large internet conglomerate spanning Telecom, E-commerce, Media & Entertainment, and Healthcare, serving roughly 500 million customers. Haptik’s focus is Conversational AI for business-customer interactions.

What is Haptik used for?

Haptik is used across many industries:

• Retail: A personal care brand uses Haptik to build an AI Assistant that helps customers discover products and get recommendations.
• Fintech: Upstox partnered with Haptik on a self-serve Gen AI Assistant that handles support questions with significant automation.
• Insurance: Kotak Life Insurance uses Haptik to make buying insurance easier on WhatsApp.
• Healthcare: Jio Health Hub uses Haptik to boost user engagement through a WhatsApp virtual assistant.
• Travel & Hospitality: Club Mahindra uses a Haptik virtual assistant to help travelers with bookings.
• Media & Entertainment: Disney Hotstar uses Haptik’s WhatsApp chatbot for customer support.
• Education: Ryan International uses Haptik to keep students updated via WhatsApp.

Common use cases include personalized product recommendations, automated customer service that reduces agent workload, cross-channel conversations via Contakt, tracking key performance indicators, handling millions of interactions, and supporting large-scale operations.