Enterprise conversational AI company Haptik has announced the launch of an AI-powered virtual assistant for contact centre agents.
Part of technology conglomerate Reliance Jio Platforms, the company says its conversational AI offering has to date processed over 4 billion conversations. Its customers include the likes of KFC, Oyo Rooms, Starhub, HP, Tata Group, Disney Hotstar, OLA, and Zurich Insurance.
The new AI Agent Assist provides agents with the information they need to resolve queries more effectively and efficiently, helping them to reply to customers faster and more accurately.
The solution pulls up answer recommendations from company knowledge bases, CRM tools and effective past-agent responses to drive customer experience.
Features included with AI Agent Assist are:
- AI-powered suggestions with sentence-level completion, enabling the handling of multiple interactions at once
- Knowledge management and CRM integration to recommend articles based on conversational context
- Augmented training via real-time learning and prompts
- Integrations with popular software such as Zendesk, Freshworks, and Salesforce
“With business value now being defined by customer experience, AI is emerging as a key differentiator that businesses are looking to invest in,” said Vikram Kamath, Director of Product Management at Haptik. “AI Agent Assist brings the best of both worlds by offering recommendations to agents which aren’t user-facing, unless the agent approves, making AI Agent Assist the most low-risk path to leverage AI and make contact centres more efficient and productive.
“By choosing AI Agent Assist, businesses can create ‘Powerful Agents’ equipped with more knowledge and a higher capacity to handle multiple conversations, with the same accuracy, speed, and precision — making them the true heroes of customer experience,” said Vikram Kamath.
The company recently launched support for Hinglish, a mixture of Hindi and English, to help brands engage with Indian customers in their preferred languages – Hinglish having over 350 million speakers according to data cited by Haptik.
Swapan Rajdev, CTO & Co-founder at Haptik, said: “Speaking your customer’s language is critical in today’s world. We don’t want customers to adapt to what the business can support. We always want businesses to adapt to their customer needs. And customers need the flexibility to speak in their preferred native language.”
