Jio Haptik announces partnership with Zendesk

Conversational AI firm Jio Haptik Technologies today announced a strategic collaboration with customer service software firm Zendesk to help businesses transform customer experience and combine AI-driven automation with human-powered empathy.

Haptik will act as the frontline of customer service to automate answering routine queries and improve first-response time for businesses that use Zendesk.

“Working with Zendesk gives us the opportunity to power thousands of organizations around the world with AI-driven connected experiences. Haptik brings a full-stack conversational AI solution including advanced NLU capabilities & ready-to-use industry-specific Smart Skills trained on over 3 billion interactions,” said Swapan Rajdev, CTO and Co-founder at Haptik.


This integration will seamlessly transfer complex queries to human agents on Zendesk Chat. It will also enable an automation-first strategy across popular messaging such as WhatsApp, Facebook, Twitter & Line messenger.

KT Prasad, MD and RVP, India & SAARC, Zendesk said, “The past year saw organizations across all industries leaning more heavily on AI, automation and self-service to help manage high volumes of customer support queries coming in. Messaging also quickly became the preferred way for organizations and customers to interact because it’s quick, convenient and feels more personalized.”

The company reported support ticket volumes spike to 117% and 157% in the Asia Pacific region since February 2020 on messaging and AI-powered support channels respectively. “These trends are here to stay, and Zendesk’s partnership with Haptik will enable organizations to deliver richer and more intuitive AI-powered conversational experiences for their customers,” said Prasad.

Haptik a subsidiary of Reliance Jio platforms has processed over 3 billion conversations across 100 million devices, it said.