Haptik

About Haptik

Haptik is an enterprise conversational AI and AI Agent platform focused on automating customer experiences across voice, web, chat, WhatsApp, social messaging, and other digital channels. Founded in 2013, Haptik began as a consumer personal-assistant application before moving into enterprise conversational AI and becoming part of Jio Platforms. The company now positions its platform around AI Agents that can understand customer requests, retrieve enterprise information, perform actions, and collaborate with human support teams.

Today, Haptik provides AI-powered solutions for customer support, sales, lead qualification, bookings, voice automation, employee and customer engagement, and conversational commerce. Its website says the platform is trusted by more than 500 enterprises, while its AI Agent offering supports more than 100 languages and multiple deployment channels.

AI Agents

Haptik’s current platform has moved beyond traditional rule-based chatbots toward AI Agents capable of handling more natural, multi-step interactions. Its AI Agent Builder allows businesses to create custom agents using enterprise data such as PDFs, CSV files, websites, and help-center content. Organizations can configure an agent’s persona, workflows, knowledge sources, and responses without requiring extensive coding.

Haptik also supports flexible model selection, allowing businesses to work with models such as GPT, Llama, and Claude according to their requirements. This gives enterprise teams more flexibility when designing AI applications for different workloads.

The platform includes guardrails designed to keep AI agents aligned with business requirements and connected to approved information. Agents can also perform multi-step actions and orchestrate multiple systems, allowing them to move from simply answering questions toward completing tasks.

Voice AI

Voice AI is now a major part of Haptik’s platform. Its Voice AI Agents are designed to handle inbound and outbound customer interactions using natural conversations rather than traditional rigid IVR menus.

The agents can understand customer intent, maintain conversational context, route calls according to the customer’s actual needs, and transfer conversations to human agents when necessary. Haptik also highlights multilingual voice capabilities across more than 100 languages.

This makes the platform suitable for businesses dealing with large call volumes where customers may need immediate answers, routing, booking assistance, or support without waiting for a human representative.

Customer Support

Customer support is one of Haptik’s strongest use cases. Its AI Support Agents can automate repetitive questions, provide self-service assistance, retrieve information, and escalate more complex cases to human representatives.

Haptik’s platform supports seamless AI-to-human handoff, allowing customer-service teams to intervene when an AI agent cannot or should not resolve a particular issue. The platform also provides an omnichannel agent inbox for managing conversations across different channels.

This combination allows organizations to automate high-volume, repetitive interactions while keeping human employees involved in situations that require judgment, empathy, or additional expertise.

Sales and Lead Qualification

Haptik also provides AI-powered Sales Agents and lead-generation capabilities. These agents can interact with prospective customers, answer product questions, provide personalized recommendations, collect information, and help move prospects through the buying journey.

For ecommerce businesses, conversational AI can support product discovery, recommendations, upselling, cross-selling, and transactions. Haptik’s messaging chatbot solution specifically highlights the ability to provide buying guidance, answer detailed product questions, and support upgrades and payments.

Its Lead Qualification Agents can help businesses capture and qualify prospects before passing suitable leads to sales teams.

Booking and Scheduling

Haptik also offers AI Booking Agents designed to support booking-related customer journeys. These can be useful for industries where customers need to schedule appointments, reservations, or other services through conversational channels.

By allowing customers to interact through natural language, businesses can reduce the friction associated with conventional booking forms and menus.

Omnichannel Engagement

One of Haptik’s key strengths is its omnichannel approach. AI Agents can be deployed across web, chat, voice, WhatsApp, Instagram, Facebook Messenger, SMS, and other supported channels.

This allows companies to meet customers on channels they already use instead of forcing every interaction into a single website chatbot or telephone system.

Haptik’s platform can also preserve the broader customer-service context by connecting conversations to CRM, ticketing, live-chat, and other business systems.

Enterprise Knowledge

Haptik allows organizations to ground AI agents in their own enterprise information. Businesses can provide documents and structured or unstructured sources, including PDFs, CSVs, websites, and help centers, to help agents answer questions using company-specific information.

The platform also supports multiple retrieval approaches to improve information access and accuracy. This can be particularly valuable for businesses with extensive product catalogs, support documentation, policies, and internal knowledge.

Analytics

Haptik provides analytics tools for monitoring AI-agent performance and understanding customer conversations. Businesses can track metrics such as resolution performance, customer satisfaction, NPS, trends, sentiment, and other operational indicators.

Its analytics capabilities can help organizations identify frequently asked questions, discover customer pain points, monitor agent performance, and determine where additional automation or human support is needed.

Integrations

Haptik has a broad integration ecosystem covering communication channels, CRM systems, customer-support platforms, payment providers, knowledge bases, and other enterprise software.

Its official integration directory lists platforms including Salesforce, Zendesk, Freshdesk, HubSpot, Zoho SalesIQ, Shopify, Magento, Genesys, NICE CXone, Microsoft Teams, Twilio, Stripe, PayPal, Razorpay, PayU, CleverTap, Fynd, Microsoft Dynamics 365, WooCommerce, Exotel, Interakt, Gupshup, Infobip, Tableau, and Power BI.

Haptik also provides APIs and developer tools for connecting custom applications and business systems.

Multilingual Support

Haptik places significant emphasis on multilingual conversational experiences. Its current website advertises 100+ languages for AI Agents and voice experiences.

Its documented language support includes a large range of global and regional languages, including English, Arabic, Bengali, Chinese, French, German, Gujarati, Hindi, Igbo, Italian, Japanese, Kannada, Korean, Malayalam, Marathi, Portuguese, Punjabi, Russian, Spanish, Swahili, Tamil, Telugu, Thai, Turkish, Urdu, Yoruba, and Zulu, among many others.

Exact support can vary depending on the specific Haptik product, language feature, channel, and AI model.

Enterprise Security

Haptik positions its AI Agent platform for enterprise use and states that its current platform complies with standards and frameworks including ISO, GDPR, CCPA, CPRA, CyberGRX, and FIPS 140-2.

The platform is therefore designed for businesses that need security and governance considerations alongside conversational automation.

Pricing

Haptik primarily follows an enterprise, contact-for-pricing model for its AI Agent and conversational AI platform. The company generally directs organizations toward requesting a demo or discussing their requirements rather than publishing one universal price for the entire platform.

Haptik’s documentation also shows that some products within its ecosystem have separate plans. For example, Smart Agent Chat has had Basic and Pro subscription options, with Basic designed for smaller teams and Pro providing additional capabilities for larger teams.

Because Haptik offers different products, channels, integrations, and enterprise deployments, the final price can vary considerably.