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 * Enterprise ...

conversational AI platform founded in August 2013, and acquired by Reliance Industries Limited in 2019. The company develops technology to enable enterprises to build conversational AI 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 The National Association of Software and Service Companies (NASSCOM) is an Indian non-governmental trade association and advocacy group, focused mainly on the technology industry of India. Established in 1988, NASSCOM is a non-profit organis ...

'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 is the study and discipline of money, currency and capital assets. It is related to, but not synonymous with economics, the study of production, distribution, and consumption of money, assets, goods and services (the discipline of f ...

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 hedge ...

healthcare Health care or healthcare is the improvement of health via the prevention, diagnosis, treatment, amelioration or cure of disease, illness, injury, and other physical and mental impairments in people. Health care is delivered by health pro ...

technology Technology is the application of knowledge to reach practical goals in a specifiable and reproducible way. The word ''technology'' may also mean the product of such an endeavor. The use of technology is widely prevalent in medicine, scien ...

and

communications Communication (from la, communicare, meaning "to share" or "to be in relation with") is usually defined as the transmission of information. The term may also refer to the message communicated through such transmissions or the field of inquir ...

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 (formerly iPhone OS) is a mobile operating system created and developed by Apple Inc. exclusively for its hardware. It is the operating system that powers many of the company's mobile devices, including the iPhone; the term also includes ...

platforms in

India India, officially the Republic of India (Hindi: ), is a country in South Asia. It is the seventh-largest country by area, the second-most populous country, and the most populous democracy in the world. Bounded by the Indian Ocean on the so ...

. 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 an interdisciplinary subfield of linguistics, computer science, and artificial intelligence concerned with the interactions between computers and human language, in particular how to program computers to pro ...

(NLP). In the same year, Haptik was appointed as the official personal assistant of Mumbai City FC. 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 state governing authority for the state of Maharashtra, India. It is a democratically elected government with 288 MLAs elected to the Vidhan Sabha for a five-year term. Maharashtra has a Maharashtra Legisla ...

signed a partnership pact with Haptik to develop a

chatbot A chatbot or chatterbot is a Software agent, software application used to conduct an on-line chat conversation via text or Speech synthesis, text-to-speech, in lieu of providing direct contact with a live human agent. Designed to convincingly si ...

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 Reliance Jio Infocomm Limited, doing business as Jio, is an Indian telecommunications company and a subsidiary of Jio Platforms, headquartered in Navi Mumbai, Maharashtra, India. It operates a national LTE network with coverage across all ...

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 — the official name until 1995) is the capital city of the Indian state of Maharashtra and the ''de facto'' financial centre of India. According to the United Nations, as of 2018, Mumbai is the second- ...

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

Artificial Intelligence Artificial intelligence (AI) is intelligence—perceiving, synthesizing, and inferring information—demonstrated by machines, as opposed to intelligence displayed by animals and humans. Example tasks in which this is done include speech re ...

software for

e-commerce E-commerce (electronic commerce) is the activity of electronically buying or selling of products on online services or over the Internet. E-commerce draws on technologies such as mobile commerce, electronic funds transfer, supply chain manageme ...

. 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 Reliance Jio Infocomm Limited, doing business as Jio, is an Indian telecommunications company and a subsidiary of Jio Platforms, headquartered in Navi Mumbai, Maharashtra, India. It operates a national LTE network with coverage across all 2 ...

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 and almost entirely within the Western Hemisphere. It is bordered to the north by the Arctic Ocean, to the east by the Atlantic Ocean, to the southeast by South America and the Car ...

. After getting acquired by

, 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 technology company focusing on search engine technology, online advertising, cloud computing, computer software, quantum computing, e-commerce, artificial intelligence, and consumer electronics. ...

Facebook Facebook is an online social media and social networking service owned by American company Meta Platforms. Founded in 2004 by Mark Zuckerberg with fellow Harvard College students and roommates Eduardo Saverin, Andrew McCollum, Dustin M ...

Silver Lake Silver is a chemical element with the Symbol (chemistry), symbol Ag (from the Latin ', derived from the Proto-Indo-European wikt:Reconstruction:Proto-Indo-European/h₂erǵ-, ''h₂erǵ'': "shiny" or "white") and atomic number 47. A soft, whi ...

, 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: ; often abbreviated as GoI), known as the Union Government or Central Government but often simply as the Centre, is the national government of the Republic of India, a federal democracy located in South Asia, c ...

launched a

WhatsApp WhatsApp (also called WhatsApp Messenger) is an internationally available freeware, cross-platform, centralized instant messaging (IM) and voice-over-IP (VoIP) service owned by American company Meta Platforms (formerly Facebook). It allows us ...

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 com ...

. The bot was built by Haptik. 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 and Pacific oceans. It consists of over 17,000 islands, including Sumatra, Java, Sulawesi, and parts of Borneo and New Guine ...

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 a virus, the severe acute respiratory syndrome coronavirus 2 (SARS-CoV-2). The first known case was COVID-19 pandemic in Hubei, identified in Wuhan, China, in December ...

. 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 HDFC Life Insurance Company Ltd. ( d/b/a HDFC Life) is a long-term life insurance provider with its headquarters in Mumbai, offering individual and group insurance services and incorporated on 14 August 2000. The company is a joint venture be ...

Ola Cabs Ola Cabs (stylized as OLΛ) is an Indian multinational ridesharing company, headquartered in Bangalore. It also operates in other business verticals including financial services and cloud kitchens. A variety of venture capitalists including ...

Uber Uber Technologies, Inc. (Uber), based in San Francisco, provides mobility as a service, ride-hailing (allowing users to book a car and driver to transport them in a way similar to a taxi), food delivery (Uber Eats and Postmates), package ...

Times Internet Times Internet is an Indian internet technology company, based in Gurgaon, which owns, operates and invests in various internet-led products, services and technology. It is the digital arm of the Times Group, the largest media conglomerate in I ...

, Mumbai City FC,

Coca-Cola Coca-Cola, or Coke, is a carbonated soft drink manufactured by the Coca-Cola Company. Originally marketed as a temperance drink and intended as a patent medicine, it was invented in the late 19th century by John Stith Pemberton in Atlanta ...

, Ziman,

Zomato Zomato () is an Indian multinational restaurant aggregator and food delivery company founded by Deepinder Goyal and Pankaj Chaddah in 2008. Zomato provides information, menus and user-reviews of restaurants as well as food delivery options fro ...

, BookMyShow,

Cleartrip Cleartrip (previously known as Cleartrip Travel Services Private Limited) is a global online travel company, headquartered in Mumbai. The company operates an online travel aggregator website for booking flights, train tickets, hotel reservati ...

Goibibo Ibibo Group is an online Indian travel organisation founded in January 2007 by Ashish Kashyap. The company is a subsidiary of MakeMyTrip (MMT) Limited, which owns a 100% stake in Ibibo Group. Group owns the B2C online travel aggregator Goib ...

, UrbanClap,

Via.com Via.com, formerly known as FlightRaja.com, is an Indian travel portal and online travel company based in Bangalore, India. Via.com was founded on 25 July 2006 and incorporated in February 2007. In November 2017, Via.com was acquired by Ebix ...

, Dineout,

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

, 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 (YC) is an American technology startup accelerator launched in March 2005. It has been used to launch more than 3,000 companies, including Airbnb, Coinbase, Cruise, DoorDash, Dropbox, Instacart, Quora, PagerDuty, Reddit, Str ...

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

includes

Samsung The Samsung Group (or simply Samsung) ( ko, 삼성 ) is a South Korean multinational manufacturing conglomerate headquartered in Samsung Town, Seoul, South Korea. It comprises numerous affiliated businesses, most of them united under the ...

Future Group Future Group is an Indian conglomerate, founded by Kishore Biyani and based in Mumbai. The company is known in Indian retail and fashion sectors, operating supermarket chains Big Bazaar and Food Bazaar, lifestyle stores Brand Factory and Centra ...

KFC KFC (Kentucky Fried Chicken) is an American fast food restaurant chain headquartered in Louisville, Kentucky, that specializes in fried chicken. It is the world's second-largest restaurant chain (as measured by sales) after McDonald's, with 2 ...

Dream11 Dream11 is an Indian fantasy sports platform that allows users to play fantasy cricket, hockey, football, kabaddi, handball, basketball, volleyball, rugby, futsal, American football and baseball. In April 2019, Dream11 became the first Indi ...

Sharekhan Sharekhan is an Indian retail brokerage full-service brokerage firm, that , was the fifth largest full-service firm and the 8th largest stock broker in India with 16 lakh customers. Sharekhan was one of the pioneers of online trading in Ind ...

Edelweiss EDELWEISS (Expérience pour DEtecter Les WIMPs En Site Souterrain) is a dark matter search experiment located at the Modane Underground Laboratory in France. The experiment uses cryogenic detectors, measuring both the phonon and ionization signals ...

, Tokio,

Club Mahindra Club Mahindra is the flagship brand of Mahindra Holidays & Resorts India Limited (MHRIL), an Indian Hospitality company founded in 1996. It is a part of the Leisure and Hospitality sector of the Mahindra Group and provides family holidays on a ...

and

IIFL IIFL Finance Limited (formerly IIFL Holdings Limited) d/b/a IIFL and India Infoline Finance Limited, is an Indian diversified financial services company headquartered in Mumbai. The organisation was founded by Nirmal Jain. IIFL and its group co ...

among others. Haptik has also built assistants for TOI,

Ziman Ziman is a surname. Notable people with the surname include: * John Ziman (1925–2005), British-born New Zealand physicist and humanist * Richard Ziman (born 1942), American real estate investor, philanthropist, and political donor See also * Zi ...

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 The Samsung Galaxy S7, Samsung Galaxy S7 Edge and Samsung Galaxy S7 Active are Android-based smartphones manufactured, released and marketed by Samsung Electronics. The S7 series serves as the successor to the Galaxy S6, S6 Edge, S6 Edge+ and ...

and

Galaxy S7 Edge The Samsung Galaxy S7, Samsung Galaxy S7 Edge and Samsung Galaxy S7 Active are Android-based smartphones manufactured, released and marketed by Samsung Electronics. The S7 series serves as the successor to the Galaxy S6, S6 Edge, S6 Edge+ and ...

. Haptik built a scalable Support Bot for

which helped the online handle 8x their volume without a large support staff during

IPL The Indian Premier League (IPL), also known as TATA IPL for sponsorship reasons, is a men's T20 franchise cricket league of India. It is annually contested by ten teams based out of seven Indian cities and three Indian states. The leagu ...

2018.

Funding

Haptik raised $11.2M in its Series B funding round from

in April 2016. Times Internet thus acquired a majority stake in Haptik. Earlier, the company had received funding of $1 million from

Kalaari Capital Vani Kola is an Indian venture capitalist. She is the founder and managing director of Kalaari Capital, an Indian early stage venture capital firm. She was listed as one of the most powerful women in Indian business by ''Fortune India'' in 2014 ...

in September 2014. Haptik is a part of the Reliance Industries Limited, which acquired a majority stake in the company in a $100 million deal in April 2019.

Awards and recognition

2017: * Winner of AWS Mobility Awards in the "Deep Tech in Mobility" category. 2018: *

's Al Game Changer Award for A l-powered pre-trained bot bundled into an SDK. * The company received

Frost & Sullivan Frost & Sullivan is an American business consulting firm. It offers market research and analysis, growth strategy consulting, and corporate training. It has about 45 offices in the Americas, Africa, Asia and Europe; the principal office is in San ...

's Indian

Conversational Platform Technology Innovation Leadership Award, 2018. * Haptik won the 'AI for Good Award' for the year 2018 at the 4th Annual Canadian Fintech and AI awards * Haptik recognized among the AI Time Journal's Top 25 AI companies of 2018 2019: * Haptik Received Global - CogX Innovation Award 2019 for Best Innovation in Chatbots * Haptik Received

India ICT 2019 award for 'Chatbot platform vendor of the year' * The company was Conferred Global - Best Conversational AI Platform of the Year 2019: Corporate Excellence Awards by CV Magazine 2020: * Haptik won Global Business Excellence Award for Outstanding Product - Conversational Commerce * Startup of the Year (Technology) -

Entrepreneur Entrepreneurship is the creation or extraction of economic value. With this definition, entrepreneurship is viewed as change, generally entailing risk beyond what is normally encountered in starting a business, which may include other values th ...

* People's Choice Covid-19 winner - CogX * Best Covid-19 Innovation (Society) - CogX * PACE ACX Technovation Award 2021: * Haptik Won Global Business Excellence Award for Outstanding Product - Conversational Commerce 2022: * Haptik ranked top 5 in AI & Analytics Products Category for G2 Best Software Awards 2022

Software overview

Haptik builds

Conversational AI A chatbot or chatterbot is a software application used to conduct an on-line chat conversation via text or text-to-speech, in lieu of providing direct contact with a live human agent. Designed to convincingly simulate the way a human would behav ...

that understands context.

Others

Haptik has open sourced its proprietary

Named Entity Recognition Named-entity recognition (NER) (also known as (named) entity identification, entity chunking, and entity extraction) is a subtask of information extraction that seeks to locate and classify named entities mentioned in unstructured text into pre ...

system that powers the chatbots behind Haptik app at the Chatbot Summit held in

Berlin Berlin ( , ) is the capital and largest city of Germany by both area and population. Its 3.7 million inhabitants make it the European Union's most populous city, according to population within city limits. One of Germany's sixteen constitue ...

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) Computer-related introductions in 2013 2013 software Instant messaging Jio Indian companies established in 2013 Indian brands