Haptik -

Haptik builds cloud-based Intelligent Virtual Assistants (IVAs) for customer care and commerce.
The commerce option includes a recommendation engine using a Knowledge Graph.
In addition to text chat, Haptik includes a voice option for web, telephony, and smart speakers.
Haptik IVAs can route queries to agents and integrate with CRMs.
The technology is said to go beyond basic queries. It includes an omni-channel dialog builder tool.
The company features retail/e-commerce, financial services, travel & hospitality, and telecom.
Haptik cites its IVAs through WhatsApp, enabling customer care and conversational commerce for over a billion users of the app.
The company provides an analytics dashboard.

Delving Deeper

Haptik builds cloud-based Intelligent Virtual Assistants (IVAs) that can support chat or voice interactions. The IVAs support customer care and commerce, including helping customers find the product model they want. An intent-based recommendation engine helps automatically match user requirements with a product catalog, product descriptions, customer reviews and other historical data to offer relevant buying guidance and increase conversions.

Customer care chat is available for a company’s website, mobile app and messaging channels. Haptik indicates it supports over a billion users of WhatsApp, the popular messaging application.

Bot Builder is Haptik’s tool for making bots that communicates by natural-language voice or text. With Bot Builder, a developer can formulate different conversation flows. Bot Builder provides a framework and components to build a bot.

Haptik’s Natural Language Processing engine was built using more than 3 billion consumer data points. It handles sales and customer care queries, includes intent and language detection with multilingual support, and supports a bot personality and tone that are adaptable to context.

An omni-channel dialog builder tool incudes native SDK integration for websites, Android, and iOS apps. It is compatible with third party chat and voice platforms. A Dialog Builder includes pre-defined templates.

A web interface supports intervention by human agents and monitoring conversations. An Analytics Dashboard delivers real-time conversation metrics to measure and improve AI accuracy.