Haptik using AI to build human-like bots for enterprises: CTO Swapan Rajdev

Jio Haptik Technologies Limited (Haptik), a tech firm that specialises in conversational commerce, will use generative artificial intelligence (AI) to launch four beta features to build human-like bots for enterprises.

Generative AI refers to a category of artificial intelligence algorithms that generate new outputs based on the data they have been trained on. Unlike traditional AI systems that are designed to recognize patterns and make predictions, generative AI creates new content in the form of images, text, audio, and more.

An example that uses generative AI would be the ChatGPT application which addresses queries using the data it has been trained on and creates a new output.


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Haptik cofounder and chief technology officer, Swapan Rajdev said, “At Haptik, we have already been using GPT 2 and GPT 3 to augment the bot training data for higher accuracy. ChatGPT uses GPT-3.5 and is a whole different ball game altogether.”

He added that the four upcoming beta launches can humanise bots and allow them to engage in free-flowing conversations with customers.

The emergence of GPT-3.5 allows Haptik to improve the accuracy of chatbot’s responses. By leveraging an accurate chatbot that engages in meaningful and human-like conversations, enterprises can offer a better customer experience (CX), improve customer engagement, reduce drop-offs, and ultimately, foster stronger customer relationships.

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Haptik said that its new beta features will be made available to all its customers and will be deployed across the platform. It estimates that the features will help enterprises improve their customer satisfaction metric by 10-15%. Additionally, the firm claims that the go-to market and build time (execution time) will be reduced by at least 30%.

Haptik, through its offerings around conversational commerce, helps enterprises deliver end-to-end commerce experiences on messaging channels such as WhatsApp, Google Business Messages, Messenger, and others.