Haptic Launches New Enterprise CX Platform to Enable Conversational AI Solutions

The platform is built using insights generated from over 300 enterprise solutions that Haptic has enabled. Haptik’s main clients include consumer brands from the e-commerce, digital native and gaming, insurance, mortgage and telecom industries.

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 in the industry today is the speed of deployment and the time-to-value for such solutions.

With Haptik’s self-serve enterprise CX platform, product managers have access to 3 capabilities needed to build a successful Intelligent Virtual Assistant (IVA):

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 offers out-of-the-box drag and drop integration with Contact Center systems such as Zendesk, Freshworks, Salesforce Service Cloud, Genesys, Nice InContact, etc.

intelligent analytics: The industry’s most advanced analytics system generates real-time insights into conversations, continuously supervised learning and user journey maps.

“In mathematics, there is the concept of a low threshold-high ceiling, which basically aims to provide the easiest way to do something, yet allow for powerful customization on top of that,” said Swapan Rajdev, co-founder and CTO of Haptik. This is the philosophy behind what we’ve done with our Enterprise-CX platform. If you’re a brand from one of our core industry verticals, you can sign up and go live in a matter of days if not hours. Then as the complexity increases, there is enough power to customize it to your liking and integrate with the systems in your organization. As conversational AI moves from an early adopter to an early majority category, a shift to self-service is inevitable and we believe Haptik’s enterprise CX-platform will lead the way.”

Haptic has also created an onboarding guide and a library of content to share best practices about conversational AI that can help product teams get started. The self-serve platform has been live for select customers for the past few months.

Nick Spicer, Customer Experience Manager, Lettercase, said, “Haptic’s platform is perfect for self-service. While they offer fully managed services, we prefer to get our hands dirty and design the solution ourselves. Their bot building process has been intuitive and easy to understand with minimal coding knowledge. We were also impressed by the amount of flexibility and customization the platform offers.”