Haptik integrates with Salesforce Service Cloud to enhance customer experience

Conversational artificial intelligence (AI) company Jio Haptik Technologies has partnered with Salesforce Service Cloud.

The partnership will enable existing Salesforce Service Cloud customers to leverage Haptik's conversational AI technology to enhance customer experience by offering hyper-personalised conversations, automatic case creation with chat records, round-the-clock sales and support channel, sentiment analysis, agent routing logic along with reducing agent response time by automating low-touch queries and route high-value queries with historical user interactions data to Salesforce Live agents, according to a statement.

The virtual assistant solution will be made available in Salesforce AppExchange globally and the integration will enable over 100,000 customers of Service Cloud to enhance omnichannel messaging customer experience, the statement added.

"Bringing Haptik's Conversational AI technology to Salesforce Service Cloud will enable thousands of enterprises to level up their CX strategy. Using Service Cloud data, Hapitk's AI engine can power automated and personalized customer interactions along with automation of 80% of repetitive support queries. This provides Live Agents bandwidth to better focus on complex issues and scale support efficiently,” Haptik's CTO and co-founder, Swapan Rajdev said.

Founded by Rajdev and Aakrit Vaish in 2013, Haptik was acquired by Mukesh Ambani-led Reliance Industries in a $100 million deal in April 2019. 

In the conversational AI space, Haptik competes with Lightspeed backed Yellow Messenger.

 Tags: Haptik, Conversational AI, Reliance Jio, Salesforce Service Cloud, Swapan Rajdev, Aakrit Vaish