Chatbots will drive the conversation of tomorrow: Co-founder & CEO, Haptik

Aakrit Vaish explains the importance of chatbots in the digital era

by Apeksha Mishra
Published - Aug 1, 2018 8:53 AM Updated: Aug 1, 2018 8:53 AM

Artificial intelligence-based chatbot platform Haptik entered the market in 2013 as a conversation platform when the term chatbot had not become commonplace yet. Over the years, with the advent of technologies such as text-to-speech, automatic speech recognition and natural language processing, the domain of chatbots has come to the forefront. Chatbots are helping users book cabs, schedule movies and answer all kinds of queries. Also, marketing initiatives such as customised promotional offers can be automated by chatbots which helps an organisation save money and time, thus improving the ROI by up to 30%.

exchange4media caught up with Aakrit Vaish, Co-founder & CEO of Haptik, to understand the importance of chatbots in the digital era.

How are chatbots helping businesses today? What are the benefits of using a Haptik chatbot?

In today’s complex business environment, a CMO’s responsibilities go beyond increasing brand visibility, communications and product or service marketing. These days, large number of customers prefer to interact with chatbots as they are able to receive quick and precise answers to their queries. In fact, as per a research by E-Consultancy, 83% online shoppers would most likely complete a transaction if they had some sort of chat assistance. Further, chatbots ensure that no customer query goes unanswered as they can be deployed to work 24X7 without worrying about human factors such as fatigue.

Our product can not only engage with the customer, but also listen, analyse, use feedback to enrich conversations, run multi-channel feedback campaigns, and hence, offer a CMO an intuitive dashboard that gives real actionable insights. Our chatbot’s machine learning algorithms are capable of scoring and analysing leads and closing them as well, leading to a 360-degree advantage for the brand. Overall, CMOs can reduce customer support cost, generate better quality leads and drive sales with the help of Haptik’s chatbots.

These days it has become crucial for a CMO to inculcate an emotional connect within its audience towards the brand. Can a chatbot be of any help to generate brand love among the users?

There’s a need for highly advanced and conversational chatbots that can process what the customer is asking for with the right temperament and without annoying the user.

A single negative interaction between a brand and its customers can cost a firm its reputation. This is the primary reason why one should invest in an intelligent chatbot that is backed by the most advanced tech infrastructure. The research, development and design process of Haptik’s chatbot is such that it resonates with every stakeholder of a business process, including a large enterprise, a chatbot developer, an investor and most importantly, the end consumer.

With tech-savvy millennials shaping the 21st century workplace, how can chatbots help businesses target them? Are they among your target audience and how?

A conversational AI-backed interface is the perfect platform to engage with the youth. Millenials like to inquire and compare products before they buy. Haptik’s ad-tech platform that reaches more than 30 million devices is being leveraged by advertisers to reach tech savy millenials. Chatbots will drive the conversation of tomorrow.

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