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Hathway's Customer Retention Boosted by Haptik’s AI-Driven Chatbot
Technology Category
- Networks & Connectivity - Gateways
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Buildings
- Cement
Applicable Functions
- Sales & Marketing
Use Cases
- Chatbots
- Time Sensitive Networking
Services
- System Integration
The Challenge
Hathway Cable and Datacom Limited, a leading cable broadband and cable television service provider in India, faced a significant challenge in managing customer queries, complaints, and requests. The COVID-19 pandemic led to a surge in the number of customers using Hathway's digital platforms, including their app, self-care portal, and website. The process to analyze and answer customer queries was lengthy, resulting in slower response times, delayed resolution, and higher costs. Hathway aimed to improve the ticketing system and reduce the customers’ wait time. The goal was to reduce the first-response time and provide instantaneous query resolution. They also wanted to offer round-the-clock FAQ resolution to increase customer satisfaction and build a robust sales pipeline.
About The Customer
Hathway Cable and Datacom Limited, part of Reliance Industries, is one of India’s leading cable broadband and cable television service providers. With the emergence of COVID-19, the company saw an increase in the number of customers using its digital platforms to raise queries, complaints, and requests. To improve customer experience and response times, Hathway sought to leverage AI technology to create a chatbot that could handle customer queries more efficiently and effectively.
The Solution
To address these challenges, Hathway collaborated with Haptik to create DIVA, an AI-driven chatbot designed to improve customer service and response times. DIVA was integrated into Hathway's app, self-care portal, website, and WhatsApp, with the aim of significantly enhancing the overall customer experience. The chatbot was designed to automatically create tickets for unresolved issues and offer on-demand support. It was also tasked with managing marketing initiatives, including sharing offers and promotions with existing users, capturing leads, and building a strong sales pipeline. Additionally, DIVA was integrated with payment gateways to enable customer account renewals.
Operational Impact
Quantitative Benefit
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