Haptik to offer AI-driven customer service solutions to Zendesk

Mumbai-based Jio Haptik Technologies has partnered with San Francisco, California headquartered customer service software company Zendesk. 

Haptik, a statement said, will enable artificial intelligence-powered customer service capabilities for Zendesk’s clients around the world.

Businesses using Zendesk live chat will get the option to automate answering routine queries with the help of Haptik’s conversational artificial intelligence solution while transferring more complex queries to human agents. This will not only improve the first-response time for the businesses, but also reduce the workload on its customer support executives. 

The Haptik-Zendesk integration would also encompass Zendesk Sunshine Conversations, which would enable an automation-first customer service across messaging platforms such as WhatsApp and LINE. Plus, it would tie to the ticketing system of Zendesk, allowing automatic generation of customer support tickets. 

“Working with Zendesk, Inc. gives us the opportunity to power thousands of organizations around the world with AI-driven connected experiences,” Swapan Rajdev, CTO and co-founder of Haptik, said in the statement.

“Haptik brings a full-stack conversational AI solution including advanced NLU capabilities & ready-to-use industry-specific Smart Skills trained on 3Bn+ interactions," he said.

KT Prasad, managing director and regional vice president for India and SAARC at Zendesk, said, “... We saw support ticket volumes spike as high as 117% and 157% in APAC since February 2020 on messaging and AI-powered support channels, respectively. These trends are here to stay, and Zendesk's partnership with Haptik will enable organisations to deliver richer and more intuitive AI-powered conversational experiences for their customers."

A few weeks ago, the Jio Platforms-owned company also partnered with Salesforce Service Cloud to enhance the latter's customer experience with similar AI-driven features.