Haptik

Comprehensive approach to supporting ecommerce

Comments: Reduced operational costs per transaction

Pros:

The potential it brings to scaling a business through 24/7 support.

Cons:

Setup time. The platform would benefit from more out the box templates.

The conversational AI capabilities of Haptik have changed the way we approach self-service CX...

Comments: Extremely positive. Not only is the technology reliable and effective, but the entire Haptik team has proven their dedication to our success time and time again. It's clear they prioritize customer experience above all else - highly recommended.

Pros:

- The Haptik team is the cream of the crop when it comes to the world of SaaS vendors. Knowledgeable and responsive, with a clear prioritization of their customer's experience above all else. They've demonstrated their commitment to our success on multiple occasions and we've been extremely happy with the entire Haptik team since day 1. - The simple and intuitive "node" UI in the platform is easy to set up and provides the flexibility needed to adapt to changing customer demands. Bot training is also a very effective tool for testing/troubleshooting new use cases prior to launching them into the production environment. - The Haptik team helped us build out some of our more detailed integrations, including full integration with our branded tracking software, as well as an end-to-end eComm shop experience, all within the bot itself. - The overall accuracy of user intent recognition in customer queries is phenomenal. This results in an extremely effective self-service tool for our customers. - Detailed user analytics help provide the data-driven insights needed for future improvements.

Cons:

I think the "small talk" section is an under-utilized feature. It would be great if we could modify/add user responses to the small talk sections, as well as create entirely new Small Talk use cases (as opposed to creating new nodes within Conversation Studio). Adding a bit more user control flexibility to Small Talk would allow us to further build upon a truly conversational AI experience.

Review on the Associate level

Comments: It was pretty decent for a person who is not so familiar with coding

Pros:

I Liked the fact that the interface was pretty much straight forward and avoided in any confusions

Cons:

I wish there where options to change chatflow background, and a toolbox interface having options like cut, copy, paste, etc

Awesome Conversational AI bot, SME in Telecom

Comments: Customer service chatbot and call center stack - agent view interface for query solving. Business benefits: Optimising call center resources performance, customer experience solution, query solving bot and new tech features. ROI is superb if organization have a long term strategy of digital transformation

Pros:

Disambiguation, Spell check correction and Agent view interface along with lot of other key features like userflow are my favourites. I highly recommend this bot for any Telecom company. They have funded by JIO and the new voice bot feature will change the entire industry in new tech features

Cons:

Product Training and used case definition by team. Lot of good consultant required by the haptik team, They need to focus more towards consultative approach instead of typical agile trends

Alternatives Considered: yellow.ai

Reasons for Switching to Haptik: Pricing, capital investment details, product exclusivity

A good product for all your AI needs

Pros:

The sofware is quite easy to use. The UI is very intuitive. Makes it easy for me to design my bot. The software comes with a really good analytics dashboard that we can use to streamline my AI and make it more usable for everyone. Moreover, the team is great! We had support at every turn on the implementation journey.

Cons:

While the product is great, there is always scope for improvements. Integrating Analytics with my own BI tool such as Tableau, Power BI, etc is an area to improve on.

Alternatives Considered: yellow.ai

Reasons for Switching to Haptik: Haptik as a platform was better suited to my needs. Haptik also came in with some ready to deploy templates that we could customize per our requirement.