I work at ValueFirst Digital Media Private Ltd. I am a Product Marketer in the Surbo Team. Surbo is Chatbot Generator Platform owned by Value First. ...

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I work at ValueFirst Digital Media Private Ltd. I am a Product Marketer in the Surbo Team. Surbo is Chatbot Generator Platform owned by Value First.

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Success story of Haptik

By satyamkapoor |Email | Apr 12, 2018 | 10839 Views

Technology over the centuries has been bringing a sea change in the history of human civilization dating back to the Industrial revolution in Europe in the century. The twenty first century is now witnessing one of such revolutionary change where machines are replacing human services. One such example is the development of chatbots, which are playing a key role in the service industry for providing customer support. Knowingly or unknowingly more and more people in the developed and developing countries have an interface with a chatbot. It could be as simple as booking a movie ticket or placing a food order telephonically. One of the biggest advantages of interaction with a chatbot is the speed of response.


Haptik's journey from simple messaging app to smart bots

India has also seen a spurt in the use of chatbot platforms in certain key areas. Banking sector was one of the early birds to adopt this platform and SIA represented State Bank of India, Eva the HDFC bank and iPal for the ICICI bank. Some of the e- commerce companies like Meru and Lenskart also utilized he services of chatbots in their customer facing roles. To assist general businesses and service providers some companies are offering platform which can be utilized to easily build customised chatbots for their businesses. Haptik is one of such India's leading platform which has built more than a hundred chatbots for different Industries ranging from telecom to e-commerce.In a span of mere five years this Mumbai based startup Haptik now today boasts of about 2 million users with 15 million app installs.

Haptik's founder Aakriti Vaish revealed that the genesis of Haptik came from the observation that the messaging apps are the most engaging apps .As a futuristic vision, they conceived the idea that these messaging platforms can be utilized for functions beyond simple chatting. And for sure the world was taken over by a storm of messaging apps like WhatsApp and Facebook Messenger who can boast about over a million user base. Haptik also started with a messaging app, which was initially utilized to send simple notifications to the users by their favorite brands. The queries generated by the users were initially handled by human operators as live chats or messages. Over the time it was realized that the biggest usage of this messaging platform is for customer support. As a evolution of the thought process the company contemplated on usage of automation and machine learning for generating the response to the customer queries. Working over the idea in a span of four years Haptik transformed the human-operated messaging system into a  machine-powered conversational system.


As the awareness and usage of chatbots increased Haptik has moved one step further and is offering chatbot solutions and platform to a myriad of industries and businesses. It is working as a platform where anyone requiring to develop a chatbot can utilize their tools and technology and launch a chatbot on their website or mobile app.


Chatbots: a potential threat to job market:

One of the biggest cons attached to automation is the fear of stealing human jobs. In a country like India with very high unemployment rates this question becomes all the more relevant. However effectively it is not job loss but rather job transition that the unskilled labor class has to is estimated that globally nearly 400 million workers will require this job transformation and will have to acquire new skills to adapt to the automation process. Quoting the example of his own company Haptik, Aakrit revealed that majority of the human operators who were handling the messaging platform earlier were converted into AI trainers who were trained to build a chatbot and are employed to give these services.

In the present stage the chatbots can be used to respond to simple repetitive tasks. However, since chatbots lack emotions many of the Indian customers may miss this personal touch. To sum up you love it or hate it but you just can't ignore it : bots are there to stay in the present century.

Source: HOB