live perception Technologies Limited (Haptik), a subsidiary of the $70 billion Jio Platforms group, announced the launch of a new self-serve enterprise CX platform to help brands build intelligent virtual assistants in low-code environments and go live within days. is of. The platform has been specifically designed keeping in mind the customer experience needs of Haptic’s core customers, who are consumer brands in the e-commerce, digital native and gaming, insurance, mortgage and telecommunications industries.
The pandemic has accelerated the adoption of digital chat and voice assistants across enterprises, driven by the consumer shift to go online. Gartner estimates that the conversational AI platform market will be worth $2.5 billion in 2020, growing at a staggering 75% year-on-year. However, one of the biggest challenges facing the industry is the deployment speed and time-to-time value for such solutions. Haptik claims that inspired by consistent customer feedback, it has spent the past 18 months investing in building a platform that can solve this problem.
Haptic’s self-serve enterprise CX platform gives product managers access to three capabilities they are said to need to build a successful Intelligent Virtual Assistant (IVA), including:
Conversation Studio – A low-code IVA builder with 100+ proprietary AI templates called smart skillsPre-integrated with customer data systems such as sales force, Shopify, Oracle, sap, even more.
Live Agent Handoff – For complex long-tail inquiries, the platform offers drag and drop integration with contact center systems such as Zendesk, Freshworks, Salesforce Service Cloud, Genesys, Nice InContact, and more.
Intelligent Analytics – Analytics systems create real-time insights into interactions, supervised learning and user journey maps.
In addition, Haptik claims to have built a robust onboarding guide and a library of content to share best practices regarding conversational AI that can help product teams get started quickly. The self-serve platform has been live for select customers for the past few months.
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