How Haptik enabled customer support automation for the World's 3rd largest Telecom

Industry

Telecom

Platform

Website

Live Since

January 2020

Product Used

Customer Care

The world’s third-largest telecom provider, Reliance Jio Infocomm Ltd (popularly known as Jio), is a subsidiary of Reliance Industries Limited (“RIL”), a $150 billion conglomerate and one of India’s most valuable enterprises. Jio is transforming digital India with world-class all-IP data strong future proof network that provides the latest 4G LTE technology.

In April 2020, Facebook acquired 9.99% shareholding in the company for an investment of $5.7 billion, and Google invested $4.5 billion, along with several investments from other companies making Jio one of the highest valued telco-to-internet companies globally. 

Challenges

Delivering best-in-class customer experiences is central for telecom providers to retain customers and protect market share.

The key objectives of the IVA included:

  • Provide agility: Available 24*7 to answer queries, requests, and complaints
  • Improve Efficiency: Reduce wait time <6.2 sec
  • Deliver Personalization: >10 API integrations

Solution

Haptik built an IVA for Jio Mobility that helped them:

  • Incorporated 900+ unique intents and 7000+ ways in which a user interacts with a chatbot
  • Primarily caters to Jio’s customer service around Mobility, Fiber, Digital Apps, and Brand Offers. 
  • Seamlessly routes complex issues to the support team, ensuring a smooth handoff between the AI and human agents. 

Key Use Cases

Business Impact

$3Mn+

In annual operating costs saved

5Mn+

Monthly conversations handled by the IVA

97X

ROI achieved

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