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Haptik Partners With Zendesk to Enable AI-Driven Customer Support

First-response Time or First Reply time is the first step to determine a company’s stance on its customers and their satisfaction. It lets customers know that the company values them and is makes it a top priority to manage their questions or queries as quickly as possible. And the digital world we live in, this First-response time has become a crucial part of measuring customer satisfaction. In fact, the average email response time of professionals is 3h 38m 31s during work hours, according to new research from EmailAnalytics. Hence, it goes without saying that the lower the time is taken to respond, the better is the level of customer satisfaction. And this is what Haptik’s recent integration with Zendesk is all about.

Jio Haptik Technologies Limited, one of the world’s largest Conversational AI companies and a subsidiary of Reliance Jio Platforms, announced a strategic collaboration with Zendesk, Inc., to help businesses transform customer experience and combine AI-driven automation with human-powered empathy. With this integration, Zendesk will set up Haptik as the frontline of customer service to customer service to automate routine queries and improve first-response time for its customers. Haptik’s out-of-the-box Integration with Zendesk will help businesses unlock the power of their existing business systems to deliver a unified and AI-first user experience.

Haptik-Zendesk integration 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.
  • 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 to automatically generate customer support tickets

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“Working with Zendesk, Inc. 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 and Co-founder at 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.”

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KT Prasad, MD and 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% 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 organizations to deliver richer and more intuitive AI-powered conversational experiences for their customers.”

Additionally, at the end of February, Jio Haptik announced the launch of its new product Buzzo, an AI-powered voice assistant to improve the digital shopping experience. With Buzzo, Haptik has brought the simplicity of an in-store assisted experience to apps and websites, navigating through the variety of product choices using a voice-enabled interface.

And at the start of this year, the firm announced the launch of its Conversational IVR solution in partnership with Audiocodes. This solution is powered by Haptik’s acclaimed Natural Language Processing technology and pre-built conversation flow capabilities.

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