Jio Platforms’ Haptik launches new self-serve Enterprise CX Platform – Times of India

Jio Haptik Technologies Limited (Haptik), a subsidiary of the $70 billion Jio Platforms group, has announced the launch of new self-serve Enterprise CX platform to help brands build Intelligent Virtual Assistants in a low code environment and go live within a few days. The platform claims to be specifically designed keeping in mind the customer experience needs of Haptik’s core clientele, which are consumer brands across E-Commerce, Digital Native & Gaming, Insurance, Mortgage, and Telecom industries
The pandemic has accelerated the adoption of digital chat and voice assistants across enterprises, driven by the consumer shift to be online. Gartner estimates the Conversational AI Platform market to be $2.5 billion in 2020, growing at a staggering pace of 75% year over year. However, one of the biggest challenges that the industry faces is saod to be the speed of deployment and time-to-value for such solutions. Haptik claims that driven by constant customer feedback it has invested the last 18 months in building a platform that can solve this problem.
Haptik’s self-serve Enterprise CX platform gives product managers access to three capabilities they are said to require to build a successful Intelligent Virtual Assistant (IVA), this includes:
Conversation Studio — A low-code IVA builder with 100+ proprietary AI templates called Smart Skills, pre-integrated with customer data systems such as Salesforce, Shopify, Oracle, SAP, and more.
Live Agent Handoff — For complex long-tail inquiries, the platform provides drag and drop integration with contact center systems such as Zendesk, Freshworks, Salesforce Service Cloud, Genesys, Nice InContact, etc.
Intelligent Analytics — The analytics system produces real time insights into conversations, supervised learning and user journey maps.
In addition, Haptik claims to have created a robust onboarding guide and a library of content to share best practices about conversational AI that can help product teams get started quickly. The self-serve platform has been live for select customers for the last few months.