Haptik is an Indian

enterprise Enterprise (or the archaic spelling Enterprize) may refer to: Business and economics Brands and enterprises * Enterprise GP Holdings, an energy holding company * Enterprise plc, a UK civil engineering and maintenance company * Enterpris ...

conversational AI A chatbot (originally chatterbot) is a software application or web interface designed to have textual or spoken conversations. Modern chatbots are typically online and use generative artificial intelligence systems that are capable of main ...

platform founded in August 2013, and acquired by

Reliance Industries Limited Reliance Industries Limited is an Indian multinational conglomerate headquartered in Mumbai. Its businesses include energy, petrochemicals, natural gas, retail, entertainment, telecommunications, mass media, and textiles. Reliance is the l ...

in 2019. Haptik was the pioneer chatbot and one of the first modern Conversational AI and Generative AI. The company develops technology to enable enterprises to build

systems that allow users to converse with applications and electronic devices in free-format, natural language, using speech or text. The company has been accorded numerous accolades including the Frost & Sullivan Award, NASSCOM's Al Game Changer Award, and serves

Fortune 500 The ''Fortune'' 500 is an annual list compiled and published by ''Fortune (magazine), Fortune'' magazine that ranks 500 of the largest United States Joint-stock company#Closely held corporations and publicly traded corporations, corporations by ...

brands globally in industries such as

financial Finance refers to monetary resources and to the study and Academic discipline, discipline of money, currency, assets and Liability (financial accounting), liabilities. As a subject of study, is a field of Business administration, Business Admin ...

insurance Insurance is a means of protection from financial loss in which, in exchange for a fee, a party agrees to compensate another party in the event of a certain loss, damage, or injury. It is a form of risk management, primarily used to protect ...

healthcare Health care, or healthcare, is the improvement or maintenance of health via the preventive healthcare, prevention, diagnosis, therapy, treatment, wikt:amelioration, amelioration or cure of disease, illness, injury, and other disability, physic ...

technology Technology is the application of Conceptual model, conceptual knowledge to achieve practical goals, especially in a reproducible way. The word ''technology'' can also mean the products resulting from such efforts, including both tangible too ...

and

communications Communication is commonly defined as the transmission of information. Its precise definition is disputed and there are disagreements about whether Intention, unintentional or failed transmissions are included and whether communication not onl ...

History

Haptik was founded by Aakrit Vaish and Swapan Rajdev, in August 2013. The company launched its first product Haptik app in March 2014, which is a chat-based personal assistant which lets its users get things done for Android and

iOS Ios, Io or Nio (, ; ; locally Nios, Νιός) is a Greek island in the Cyclades group in the Aegean Sea. Ios is a hilly island with cliffs down to the sea on most sides. It is situated halfway between Naxos and Santorini. It is about long an ...

platforms in

India India, officially the Republic of India, is a country in South Asia. It is the List of countries and dependencies by area, seventh-largest country by area; the List of countries by population (United Nations), most populous country since ...

. By September 2014, the platform added 125 chat experts who helped users with their queries. Over time the company upgraded it into a complete conversational commerce app. The app received 2 million downloads and 15 million installations. In August 2015, Dan Roth joined Haptik's board of advisers who helped scale the platform's

Natural language processing Natural language processing (NLP) is a subfield of computer science and especially artificial intelligence. It is primarily concerned with providing computers with the ability to process data encoded in natural language and is thus closely related ...

(NLP). In the same year, Haptik was appointed as the official personal assistant of

Mumbai City FC Mumbai City Football Club is an Indian professional Football club (association football), football club based in Mumbai, Maharashtra. It is part of the City Football Group. The club competes in the Indian Super League, the top tier of the Ind ...

. It also provided a customer support chatbot to SwipeTelecom. In November 2017, the company launched a full-scale enterprise-level bot management platform including an analytics dashboard. In 2019, Haptik launched a voice bot for one of the largest food chains in the world, allowing its customers to place orders using Alexa. It also helps users find the nearest outlet of the food chain and provides information on product availability on a real-time basis. In March 2019, the

Government of Maharashtra The Government of Maharashtra is the executive branch of the Indian states of india, state of Maharashtra. The government is led by the List of chief ministers of Maharashtra, chief minister (currently Devendra Fadnavis since 5 December 2024) ...

signed a partnership pact with Haptik to develop a

chatbot A chatbot (originally chatterbot) is a software application or web interface designed to have textual or spoken conversations. Modern chatbots are typically online and use generative artificial intelligence systems that are capable of main ...

for its Aaple Sarkar platform. The bot provides conversational access to information regarding 1,400 services managed by the state government. In April 2019, Reliance Jio bought an 87% stake in the company in a $100 million deal. This was followed by the acquisition of

Mumbai Mumbai ( ; ), also known as Bombay ( ; its official name until 1995), is the capital city of the Indian state of Maharashtra. Mumbai is the financial capital and the most populous city proper of India with an estimated population of 12 ...

-based start-up, Buzzo.ai, that develops customizable

Artificial Intelligence Artificial intelligence (AI) is the capability of computer, computational systems to perform tasks typically associated with human intelligence, such as learning, reasoning, problem-solving, perception, and decision-making. It is a field of re ...

software for

e-commerce E-commerce (electronic commerce) refers to commercial activities including the electronic buying or selling products and services which are conducted on online platforms or over the Internet. E-commerce draws on technologies such as mobile co ...

. In April 2019 Reliance Jio Infocom Ltd bought an 87% stake in the company in a $100 million deal. The company was renamed Jio Haptik Technologies Ltd. Jio is a $65 billion Internet conglomerate, with businesses across Telecom, E-commerce, Media & Entertainment, Healthcare, and more. In July 2019, Haptik acquired Los-Angeles based startup, Convrg to expand its technical expertise and business outreach in

North America North America is a continent in the Northern Hemisphere, Northern and Western Hemisphere, Western hemispheres. North America is bordered to the north by the Arctic Ocean, to the east by the Atlantic Ocean, to the southeast by South Ameri ...

. After getting acquired by Reliance Jio, Haptik acquired a

-based start-up, Buzzo.ai, which develops customizable

software for e-commerce. The combined reach of Jio Platforms is close to 500 million customers and it counts marquee names such as

Google Google LLC (, ) is an American multinational corporation and technology company focusing on online advertising, search engine technology, cloud computing, computer software, quantum computing, e-commerce, consumer electronics, and artificial ...

Facebook Facebook is a social media and social networking service owned by the American technology conglomerate Meta Platforms, Meta. Created in 2004 by Mark Zuckerberg with four other Harvard College students and roommates, Eduardo Saverin, Andre ...

, Silver Lake, KKR amongst some of its notable investors. In November 2019, the company appointed Saumil Shah as the Vice President of Engineering. In December 2019, Haptik developed a chatbot for Tata Mutual Fund called 'Prof. Simply Simple' that helps with resolving routine, repetitive queries, and frees the customer support team to solve complex queries. In March 2020, The

Government of India The Government of India (ISO 15919, ISO: Bhārata Sarakāra, legally the Union Government or Union of India or the Central Government) is the national authority of the Republic of India, located in South Asia, consisting of States and union t ...

launched a

WhatsApp WhatsApp (officially WhatsApp Messenger) is an American social media, instant messaging (IM), and voice-over-IP (VoIP) service owned by technology conglomerate Meta. It allows users to send text, voice messages and video messages, make vo ...

chatbot called ''MyGov Corona Helpdesk'' to create awareness about

coronavirus Coronaviruses are a group of related RNA viruses that cause diseases in mammals and birds. In humans and birds, they cause respiratory tract infections that can range from mild to lethal. Mild illnesses in humans include some cases of the comm ...

. The bot was built by Haptik. In October 2021 Haptik launched Interakt App for MSMEs: The launch came amid the growth of Direct To Consumer (D2C) brands on the internet that were looking to leverage personalised interactions with customers through chat platforms such as WhatsApp. In December 2021, Haptik was awarded a special honour by the Minister of State for External Affairs - Meenakshi Lekhi, for partnering with Mygov on the Corona Helpdesk. In 2022, the company has also announced to build a chatbot for RedDoorz, a hotel management and ticket booking platform in

Indonesia Indonesia, officially the Republic of Indonesia, is a country in Southeast Asia and Oceania, between the Indian Ocean, Indian and Pacific Ocean, Pacific oceans. Comprising over List of islands of Indonesia, 17,000 islands, including Sumatra, ...

Products built

* Self-serve Enterprise CX platform that helps launch Intelligent Virtual Assistants * Life insurance chatbot that acts as a financial guide to help users choose appropriate life insurance plans based on 60-second quiz * Voice bot that helps the food chain customers to place orders and find the nearest outlet and provides real-time availability status of products * A chatbot for a state government that provides conversational access to the government's 1400 services * WhatsApp Chatbots pertaining to various industries like e-commerce, financial sectors, and telecom sector * WhatsApp chatbot that provides coronavirus-related information in English and Hindi to 50 million users and also gives key information on Co-Win.

Partnership and customer base

Haptik built the world's largest

chatbot for

COVID-19 Coronavirus disease 2019 (COVID-19) is a contagious disease caused by the coronavirus SARS-CoV-2. In January 2020, the disease spread worldwide, resulting in the COVID-19 pandemic. The symptoms of COVID‑19 can vary but often include fever ...

. This was the official helpline for the

which was utilized by over 21 million users across the country. The MyGov Corona Helpdesk was engineered to fight rumors, educate the masses and bring a sense of calm to the pandemic situation. Haptik built the Helpdesk ground-up using official data shared by the Government. Kotak Life partnered with Haptik to develop an AI-driven conversational assistant called KAYA which provides 24X7 assistance to consumers. The company partnered with

Amazon Pay Amazon Pay is an online payments processing service owned by Amazon. Launched in 2007, Amazon Pay uses the consumer base of Amazon.com and focuses on giving users the option to pay with their Amazon accounts on external merchant websites. As of ...

, HDFC Life, Ola Cabs,

Uber Uber Technologies, Inc. is an American multinational transportation company that provides Ridesharing company, ride-hailing services, courier services, food delivery, and freight transport. It is headquartered in San Francisco, California, a ...

, Times Internet,

Coca-Cola Coca-Cola, or Coke, is a cola soft drink manufactured by the Coca-Cola Company. In 2013, Coke products were sold in over 200 countries and territories worldwide, with consumers drinking more than 1.8 billion company beverage servings ...

, Ziman, Zomato, BookMyShow, Cleartrip, Goibibo, Zoop, UrbanClap, Via.com, Dineout,

Flipkart Flipkart Inc. is an Indian e-commerce company, headquartered in Bangalore, and incorporated in Singapore as a private limited company. The company initially focused on online book sales before expanding into other product categories such as con ...

, and Kotak Life to run campaigns on Haptik app. In March 2018, the company partnered with

Amazon Web Services Amazon Web Services, Inc. (AWS) is a subsidiary of Amazon.com, Amazon that provides Software as a service, on-demand cloud computing computing platform, platforms and Application programming interface, APIs to individuals, companies, and gover ...

(AWS) to provide Al-enabled conversational solutions to customers in

. Haptik has entered into a strategic partnership with

Y Combinator Y Combinator, LLC (YC) is an American technology startup accelerator and venture capital firm launched in March 2005 which has been used to launch more than 5,000 companies. The accelerator program started in Boston and Mountain View, Californi ...

-backed Leena AI to provide enterprises for all types of bot solutions. Haptik's repertoire of chatbot customers in

includes

Samsung Samsung Group (; stylised as SΛMSUNG) is a South Korean Multinational corporation, multinational manufacturing Conglomerate (company), conglomerate headquartered in the Samsung Town office complex in Seoul. The group consists of numerous a ...

, Future Group, KFC, Dream11, Sharekhan, Edelweiss, Tokio, Club Mahindra and IIFL among others. Haptik has also built assistants for TOI,

, Ziman and Akancha Against Harassment, an online Cyber Safety Initiative. Haptik is one of the world's largest conversational AI platforms. In October 2017, The Times of India app incorporated Haptik's virtual personal assistant service with Sprite as the exclusive brand partner. Samsung was the second partner who uses Haptik to power its 'My Assistant' service that is pre-installed on the Samsung Galaxy S7 and Galaxy S7 Edge in

. Haptik built a scalable Support Bot for Dream11 which helped the online handle 8x their volume without a large support staff during IPL 2018.

Funding

Haptik raised $11.2M in its Series B funding round from Times Internet in April 2016. Times Internet thus acquired a majority stake in Haptik. Earlier, the company had received funding of $1 million from Kalaari Capital in September 2014. Haptik is a part of the

, which acquired a majority stake in the company in a $100 million deal in April 2019.

Software overview

Haptik builds

Conversational AI A chatbot (originally chatterbot) is a software application or web interface designed to have textual or spoken conversations. Modern chatbots are typically online and use generative artificial intelligence systems that are capable of main ...

that understands context.

Others

Haptik has open sourced its proprietary Named Entity Recognition system that powers the chatbots behind Haptik app at the Chatbot Summit held in

Berlin Berlin ( ; ) is the Capital of Germany, capital and largest city of Germany, by both area and List of cities in Germany by population, population. With 3.7 million inhabitants, it has the List of cities in the European Union by population withi ...

on 26 June 2017.

References

{{Reliance Industries Limited Virtual assistants IOS software Internet properties established in 2013 Natural language processing software 2013 establishments in Maharashtra Android (operating system) Software companies established in 2013 2013 software Instant messaging Jio Indian companies established in 2013 Indian brands Reliance Industries