Conversational AI firm Jio Haptik partners with US-based software company Zendesk

• Through this partnership, Jio Haptik can act as the frontline of customer service to automate answering routine queries and improve first-response time for businesses that use Zendesk.
• In 2019, Reliance Jio had acquired 87% stake in AI Haptik Infotech Pvt. Ltd.
• Later in 2019, Jio Haptik had acquired an AI recommendation chatbot Buzzo.ai for around $3-4 million.

Reliance Jio owned conversational Artificial Intelligence firm Jio Haptik (formerly Haptik Infotech) has partnered with US-based customer service software company Zendesk to use its AI-driven platform to help businesses to transform the customer experience.

Through this partnership, Haptik can act as the frontline of customer service which will automate answering routine queries and enhance first-response time for businesses that uses Zendesk.

The partnership will also help businesses to improve customer support systems and deliver a unified and AI-first user experience to customers.

In April 2019, Reliance Jio had acquired 87% stake in Haptik Infotech (now Jio Haptik) for around Rs 700 crore ($100 million). Later in October 2019, Haptik Infotech changed its arm name to Jio Haptik Technologies Ltd.

Commenting on the development, Swapan Rajdev, Co-Founder & CTO of Haptik, said, “Working with Zendesk gives us the opportunity to power thousands of organisations around the world with AI-driven connected experiences. Haptik brings a full-stack conversational AI solution including advanced Natural Language Understanding (NLU) capabilities and ready-to-use industry-specific Smart Skills trained on 3 billion interactions."

He further said, In addition to ticketing and live chat, we will also integrate with SunShine Conversations, the future of all conversational experience within Zendesk.

KT Prasad from 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.” ET reported.

Last month, The company announced the launch of Buzzo, an AI-powered voice assistant to improve the customer's online shopping experience. In 2019, Jio Haptik acquired AI recommendation chatbot Buzzo.ai for $3-4 million.

After the stake acquisition, Jio Haptik, in July 2019, acquired Los Angeles-based conversational AI startup Convrg to expand its network in the North American market.

The company counts Tata, HDFC Home Loans, HP, Ola, KFC, Zurich, OYO, StarHub, and Disney Hotstar as its clients.

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