Building lasting customer relationships, one

conversation at a time
Rise of Conversational UI
Messaging - CUI

Smartphones - GUI

2018
Web Browser
Messaging services are
emerging as key platforms
2008
Growth of Chatbots to meet the scale
Led to proliferations of native Apps and create rich experiences
which became the preferred mode of
1998 access Chatbots becoming smarter with the rise
Websites and Search engines of NLP and AI technologies
became the primary mode of
information access
Chatbots: On the Slope of Enlightenment
About Us
 Pioneers since 2013
Aug’13 Mar’14 Sep’14 Mar’15

Haptik Inc. incorporated as a Haptik mobile virtual asssitant app launched 20% queries automated, 40% queries automated,
provider of messaging applications for India market enabled 90% by human Raised $1.1 million enabling
agents led by Kalaari Capital Conversational Commerce

Nov’17 Mar’17 Dec’16 Apr’16

10 Enterprise Clients live with First third party license 40+ e-commerce services $11.2 million funding
90% automation across the sold to enabled and raised through
board leading FMCG company 75% queries automated Times Internet

Jun’18 Dec’18

US sales operations started; Voice and language

processing 5 million capabilities enabled; Total
chats per month 100+ bots live
One of the World’s Largest
• World’s largest Conversational AI platform by monthly interaction volume
FOUNDED
AUG 2013
• Direct to consumer virtual assistant apps with 10M+ users act as primary training data source

• Helping enterprises to automate critical business processes across lead generation, live chat support,
engagement and feedback
100+ STRONG
TEAM
• Our tools are built on Proprietary technology across all key components of conversational AI:

• NLU Engine
• Agent Chat Interface
• Bot Builder
$13 MILLION+ FUNDS
• Analytics Dashboard
Milestones

2 100
Billion Million
124
Interactions Devices Live Bots
Trusted By 50+ Leading Consumer Brands
What Sets Us Apart

Full Stack Platform Build + Operate + Train

One of the most feature loaded platforms Solutions architecture team to build bots and
globally, with proprietary NLU + bot ongoing AI trainer set up for continuous
builder + analytics + agent chat + AI improvement
trainer team

Intelligence of 1 billion+ Focus: Large B2C Brands

messages Technology and delivery team set up only for
Extensive proprietary training data from direct to consumer use cases such as support,
Haptik virtual assistant app for all basic feedback, lead gen, etc. for brands with large
query detection scale
 Management Team

Aakrit Vaish Swapan Rajdev Kartik Poddar Prateek Gupte Krupal Modi
Co-Founder & CEO Co-Founder & CTO SVP & Business Head Director, Product Head, Machine Learning

• 3x Startup Founder, ex-Flurry
Mobile (sold to Yahoo! For
$300m)
• Forbes 30 Under 30, BW 40
Under 40
• B.S. Industrial Engineering,
University of Illinois, Urbana
Champaign
• Developer of Snake Classic,
classic iOS game with >10m
users
• MIT Innovator 35 Under 35
• B.S. Computer Engineering,
University of Illinois, Urbana
Champaign
• 11+ years experience in • Serial Entrepreneur • Ex-HP Research Labs and
Product Management and
• More than 20 app and games Wipro
Marketing
developed, featured in 30+ • Google Developer Expert for
• Ex-Microsoft, Komli Media, countries ML
Bharti Softbank
• Engineering mentor to multiple • (only 3 in India; 50 globally)
• Founder of Fropcorn, a Jio startups
Gennext venture • B. Tech. EEE, BITS Pilani
Our Platform
Full Stack AI Platform
One Stop Shop
Everything you need to build, deploy and manage a
conversational application across 16 different channels of text
and voice.

Built On Real Consumer Data

We only focus on use cases to enable end consumer
engagement on the back of real conversational data of a
billion+ messages.

Best of AI + Human
Proprietary Bot-to-human routing capabilities ensure live
agents can resolve complex queries or intervene as needed.
The Haptik Ecosystem

User Query
Text V oice Multilingual

Bot Response Bot A g en t Chat Analytics 5 0 + AI Trainer

Builder Interface Da s h b oa rd Team

Conversational User Interface

Na m ed Entity D e e p Learning T ex t
Recognizer (NER) Layer Similarity

A Language AB C
Spell & Slang Intent Domain
Detection Checkers Classifier Classifier
N L U E n g ine

Node Customers S ys tem 3rd Party CRMs

Traversal (Using APIs) (Zoho, Zen Des k, SalesForce)

R e s p ons e E n g in e
Proprietary NLU Engine

• 1st in the world to build and open source a conversational AI specific NER
• Advanced domain recognition to ensure response accuracy of 95%
• 1st in the world to implement Sequence2Sequence and Deep Learning in live production scale
 Bot Builder

• Node Based model for task specific flows

• Interconnected nodes take care of broad range of

user intent

• ML based models learn over time and build

relations between chat flows

• Monitoring and alerting to help figure out where

chats are breaking in real time
 Agent Chat Interface

• Feature-rich Human agent chat interface to

handle complex queries and escalations

• Real time chat monitoring with custom tools to

manage conversations

• Rights management, agent performance

monitoring, and auto-routing built in

• Extendible and can plug into existing CRM systems

 Intelligent Bot to Agent Handover

User raises Support request on any channel

Omnichannel support platform receives and processes the query

Bot replies back with appropriate message for high volume

queries the bot is trained for

Complex queries outside the trained scope are routed to human

agent for immediate resolution
 Analytics Dashboard

• Industry-first chat focused dashboard

• Real time Insights
• Chat First Data with unique information like
Automation %, Chat Completion %
• Fully indexed search to analyze chat history
• Deep integration with bot builder
• CSAT Feedback Score for all Chats
• One of a kind ‘User Journey’ capability to
analyze chat funnels
• Granular Message and Conversation View
Use Cases
AI Enabled Customer Journey

Acquire Engage Service Improve

Lead Bot Concierge Bot Support Bot Feedback Bot

ML powered Lead Bot 40+ ready to deploy AI drivers support Listen to your
to acquire & nurture bots to drive user bots for customer customers & get
leads engagement service & Support real time feedback

90% 10X 35%

Annual Better lead conversion Increase in customer
cost savings rate retention
 Support Bot

• Bot + Human Agent to rightly scale customer

support

• Omni-channel support platform with seamless

integration with your CRM systems

• Intelligent auto-routing of queries to human agents

• Bot learns over time to address even more query

types
 Lead Bot

• Qualify and engage leads leveraging the power of

Conversational AI

• 24X7 virtual sales agent to convert site visitors into

qualified leads

• Seamless integration with your CRM for ease of tracking

and follow-ups

• Notifications and triggers to reach out to users who

dropped off
 Feedback Bot

• End to end Feedback collection and management

solution to measure CSAT, NPS and other metrics

• ML-powered channel selection to ensure higher response

rates

• Adaptive conversational flows based on user response

and sentiment

• Intuitive dashboard for Quantitative and Qualitative

feedback
 Concierge Bot

• Ready to deploy bots for your app and website to drive usage
and retention

• Bots across Utility, Travel, Entertainment. Pick and choose

what works for your audience

• Full stack payment layer with multiple payment gateways and

wallets

• Flights, cabs, reminders, quizzes and lots more

Pricing
Set Up + Monthly Usage
Level SOW Use Cases Examples Set Up Range*
Basic 0 APIs, only static content FAQs/Branding Rs. 0.3-2L

Intermediate 1 API, basic CRM integration Lead Generation/ Rs. 2-5L

Feedback/
L1 Support
Complex Multiple APIs Transactions/L2+ Support Rs. 5-15L

*Varies based on:

• Number of chat flows
• Platforms deployed (Voice >> Chat)
• Languages enabled
• Complexity of APIs
• Private vs Public Cloud support
Set Up + Monthly Usage
Monthly Chats Monthly Fees*

Text Text + Voice

0 – 50,000 Rs. 50,000 Rs. 90,000
50,000 – 250,000 Rs. 1 per chat Rs. 1.8 per chat
250,000 – 1,000,000 Rs. 0.9 per chat Rs. 1.6 per chat

>1,000,000 Rs. 0.8 per chat Rs. 1.4 per chat

*Includes:
• Human agent dashboard (unlimited users)
• Analytics dashboard (unlimited users)
• Dedicated AI Trainer for continuous bot improvement
• Monthly reporting and reviews by in house UX experts
• 24x7 support on call and by email as per standard SLA
 Client Engagement

Handshake Kick Off Call SOW Final Development Testing Go Live

T 5 days 10 - 20 days 20 – 40 days 10 – 15 days T + 45 – 75 days

1. Fully functional APIs

1. A stable testing
with relevant 1. Migration of bot from
Stable API development environment
Assign Tech POC and Provide documents staging to production
Client environment and ~5 hours 2. All compliance
training data sources 2. All FAQs in required 2. Training of agents if
Lock SOW and per week of Tech POC time clearance
format required
Use Cases 3. Feedback within 7 days
3. All Content sources

Discuss scope, Development of all flows Assign customer success

Share development Dedicated real time changes
Haptik implementation and advise and API integrations per team for continuous
roadmap and timelines and support
on best practices the SOW monitoring
The First Steps
• Define the core metric to solve
• The key goal of the bot and key metrics to measure success

• Send us Top 10 Support Queries / Lead form fields / Feedback survey

• Will help define use case and flows

• Send us all FAQs / link to FAQs

• Define Business and Tech POCs

• Define use cases and client requirements per the format below

No. Use case Description Implementation Details API / Content details

1 User flow 1 Share information about what is this Details about the exact flow, the <Share which api’s need to be
(eg: order status) use case about fields that need to get captured called and the documentation>
Thank you!
aakrit@haptik.ai
Case Studies
Problem
Resolve WiFi connectivity queries at airports

Solution
Haptik’s Support Bot to understand user queries and help them
troubleshoot in real-time

Results

130,000+ 90% cost reduction 6 minutes

Queries Compared to Human Avg.
Handled Agent support Resolution time
each month

Customer Support
Problem
Handle 30X jump in anticipated query volume during IPL 2018,
India’s leading premier league cricket event

Solution
Haptik’s Support Bot for helping users with app features and
usage, available 24x7

Results
1 Million 80% 10X ROI
Total queries Successfully Achieved by
received handled Dream11
by the bot due to the Bot

Support for Live Gaming

Problem
Edelweiss Tokio was looking to acquire high quality leads for its
insurance products. Users were abandoning long web forms and not
completing the lead process

Solution
Haptik’s Lead Bot made users play a customized finance quiz and
collected their information over chat in an engaging manner

Results
16.8% 10X
Click to lead Better performance
filling ratio vs. web pages

Lead Generation
Problem
Samsung MyGalaxy mobile app wanted to enable more consumer
services to improve customer experience and thereby improve
retention

Solution
Haptik’s 40+ Engage Bots were used off the shelf and packaged as
an assistant service inside MyGalaxy

Results

35% 4.6 / 5
Increase in Avg. User feedback on
retention Engage Bot

Concierge Bot for Retention

 Haptik – How we Compare
Haptik IBM Watson Dialogflow Nuance IPSoft 247.ai
Working Model
Platform + Platform + Platform + Platform +
Primary Offering Platform Only Platform Only
Solutioning Solutioning Solutioning Solutioning
Self-Serve SMEs and
Ideal For Enterprises Enterprises Enterprises Enterprises Enterprises
Developers

Customization

Platform Capabilities

NLP Engine

Chatbot-first analytics

Access to Bot Builder

Bot to Human Handover

Web Chat Tools for

users and agents

Supported Partially Supported Not Supported Unknown

 Haptik – How we Compare
Haptik IBM Watson Dialogflow Nuance IPSoft 247.ai

Channels and Voice Support

Web and App

FB Messenger/
WhatsApp
SMS

IVR

Alexa

Google Assistant

Voice Support

Language Support
Location based
experiences

Supported Partially Supported Not Supported Unknown

 Haptik – How we Compare
Haptik IBM Watson Dialogflow Nuance IPSoft 247.ai

Solutioning Capabilities

Bot development In-House By Partners Self Serve In-House In-House In-House

AI training In-House By Partners Self Serve In-House In-House In-House

Bot Monitoring and
In-House By Partners Self Serve In-House In-House In-House
Improvement
Account
Management
CRM/ERP Integration

Ready to deploy bots

API and Backend

integrations

Supported Partially Supported Not Supported Unknown