Jio Haptik Technologies would empower Zendesk customer service CRM with conversational AI technologies
Jio Haptik Technologies, a leading conversational AI solution provider, has struck a strategic collaboration with Zendesk, a leading CRM solutions company, to help businesses transform customer experience and combine AI-driven automation with human-powered empathy.
“Working with Zendesk gives us the opportunity to power thousands of organizations around the world with AI-driven connected experiences. Haptik brings a full-stack conversational AI solution including advanced NLU capabilities & ready-to-use industry-specific Smart Skills trained on 3Bn+ interactions”, said Swapan Rajdev, CTO & Co-founder, Haptik. “In addition to ticketing and live chat, we are also excited to integrate with Sunshine Conversations, the future of all conversational experiences within Zendesk”, added Rajdev.
We’ve seen support ticket volumes spike as high as 117 percent and 157 percent 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 organizations to deliver richer and more intuitive AI-powered conversational experiences for their customers.
KT Prasad
MD & RVP, India & SAARC
Zendesk
KT Prasad, MD & RVP, India & SAARC, Zendesk, said, “The past year saw organizations across all industries leaning more heavily on AI, automation and self-service to help manage high volumes of customer support queries coming in. Messaging also quickly became the preferred way for organizations and customers to interact because it’s quick, convenient and feels more personalized”. “In fact, we saw support ticket volumes spike as high as 117 percent and 157 percent 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 organizations to deliver richer and more intuitive AI-powered conversational experiences for their customers”, elaborated Prasad.
With this integration, Haptik can act as the frontline of customer service to automate answering routine queries and improve first-response time for businesses that use Zendesk. The integration of Haptik and Zendesk offers uninterrupted end-user experience by seamlessly transferring complex queries to human agents on Zendesk Chat. This sheds off the load on the human agents. Also, deep integration with Zendesk Sunshine Conversations enables an automation-first strategy across popular messaging such as WhatsApp, Facebook, Twitter & Line messenger. Plugging in with the Zendesk Ticketing System automatically can generate customer support tickets
Qaisar
