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Haptik

Haptik is a Mumbai-based artificial intelligence company founded in 2013 by Aakrit Vaish and Swapan Rajdev, specializing in conversational AI platforms that enable businesses to automate customer interactions via chatbots and virtual assistants. The company's core offering, the Intelligent Virtual Assistant (IVA) platform, facilitates personalized, AI-driven conversations across multiple channels, including web, chat, and voice, while supporting over 100 languages to enhance user engagement and operational efficiency. In April 2019, Haptik was acquired by —a of —in a $100 million deal, positioning it within a vast digital ecosystem serving hundreds of millions of users and accelerating its global expansion. As of 2025, the company has a team of over 200 employees and powers solutions for numerous enterprise customers worldwide, emphasizing compliance standards like GDPR and ISO 27001, and delivering high uptime of 99.9% for reliable service. The company has earned notable recognition, including Frost & Sullivan's Conversational AI Company of the Year award in 2018 and a spot among Opus Research's top 16 IVA providers globally.

Company Overview

Founding and Leadership

Haptik was founded in August 2013 in , , by Aakrit Vaish and Swapan Rajdev, both alumni of the University of at Urbana-Champaign. Vaish served as the CEO and Rajdev as the CTO, establishing the core leadership that guided the company's early direction. The company's initial focus centered on developing a mobile app designed to leverage (NLP) for intuitive user interactions on smartphones. Launched in March 2014, the Haptik app functioned as a chat-based assistant, enabling users to access services like bookings and information queries through conversational interfaces rather than traditional app navigation. The early team was lean, primarily comprising the two co-founders who handled prototyping, development, and operations from a modest setup in . Their vision emphasized conversational AI as a means to simplify everyday digital interactions, aiming to bridge the gap between human language and machine understanding for more accessible technology. Headquartered in , Haptik operated as a bootstrapped startup in its formative phase, focusing on building core capabilities to support the app's functionality.

Acquisition by Reliance Jio

In April , Reliance Digital Services Limited, a of Limited, announced the acquisition of an 87% stake in Haptik Infotech Private Limited for approximately ₹700 (about $100 million), comprising ₹230 for the initial business transfer and an additional investment for growth. This transaction provided a full exit for early investors, including , which held a significant stake prior to the deal. The remaining 13% equity was retained by Haptik's founders and employees through stock options, ensuring continuity in the company's operations. The acquisition aligned strategically with Reliance 's ambition to expand its by integrating advanced AI-driven solutions, particularly conversational interfaces that could enhance user interactions across Jio's vast of over 400 million subscribers at the time. Haptik's expertise in building scalable chatbots and virtual assistants was seen as a key enabler for Jio to develop voice and messaging-based services, positioning it to compete more effectively with global platforms like and in the . Following the deal, Haptik's co-founder Aakrit Vaish continued as CEO until February 2025, when he stepped down and was succeeded by Ahshad Jussawala, overseeing the integration of the company into 's broader and digital services initiatives, while co-founder Swapan Rajdev remained involved in leadership roles as CTO. This retention of founding talent facilitated a smooth transition, with Haptik's platform quickly adapted for enterprise-scale applications within Jio's ecosystem. In October 2019, the acquiring entity was renamed Haptik Technologies Limited, signaling a formal alignment under the Jio brand and a pivot toward larger-scale deployments for and digital services.

History

Early Development (2013–2016)

Haptik was founded in August 2013 in by Aakrit Vaish and Swapan Rajdev, aiming to pioneer conversational interfaces as the primary mode of interaction for users. The company's inaugural product, the Haptik Assistant app, launched in March 2014 as a chat-based designed to handle everyday tasks through inputs. Users could set reminders, schedule appointments, book flights and hotels, pay bills, and recharge mobile phones via simple conversations within the app. Initially powered by human agents for query resolution, the service rapidly incorporated to improve efficiency and handle increasing volumes of requests. Key milestones in 2015 included strategic partnerships that broadened Haptik's application beyond consumer use. The company became the official for , enabling fans to access match updates, ticket information, and fan engagement features through chat during the season. Additionally, Haptik collaborated with Swipe Telecom to deploy customer support chatbots, marking its first foray into enterprise integrations for telecom services. That year, Haptik also leveraged the launch of Facebook's Messenger Platform to develop early solutions, allowing businesses to interact with users on the messaging for tasks like bookings and reminders. These efforts highlighted Haptik's pivot toward platform-agnostic conversational tools. Expansion into multilingual support began during this period, with initial adaptations for major Indian languages like to address the diverse linguistic needs of the domestic market. The early years presented significant challenges, particularly in scaling (NLP) for vernacular queries in India's multilingual context, where limited training data for regional languages complicated intent recognition and response accuracy. Haptik addressed this by iteratively refining its AI models, transitioning from rule-based systems to more advanced approaches. The company's first revenue sources emerged from app integrations and commissions on facilitated transactions, such as bookings and payments, providing initial monetization amid . By 2016, Haptik had achieved substantial user traction, with the app demonstrating 40% month-on-month growth in the prior year and accumulating millions of interactions as it positioned itself for expansion. This growth underscored the viability of conversational in emerging markets, setting the stage for further platform integrations.

Growth and Pre-Acquisition Milestones (2016–2019)

In 2016, Haptik pivoted from its initial consumer-oriented app to an enterprise-grade conversational platform, emphasizing B2B solutions for scalable customer interactions. This strategic shift was driven by the recognition of limited growth potential in the market and the rising demand for automated chatbots in business applications. As part of this transition, the company launched kits (SDKs) tailored for publishers and platforms, enabling seamless integration of intelligent virtual assistants into websites, apps, and messaging services to handle tasks like and . The fueled significant business scaling, with Haptik processing over 1 billion transactions and reaching 30 million devices monthly by 2018, marking a key milestone in its operational maturity. Revenue grew eightfold from Rs 1.58 in 2016-17 to Rs 4.58 in 2017-18, supported by 35 enterprise clients across diverse sectors. Notably, Haptik expanded into banking and finance through partnerships with institutions like IIFL and , deploying chatbots for query resolution and transaction assistance, while entering retail and consumer goods with implementations for brands such as and to enhance engagement and personalized recommendations. International growth began with pilots in the , where Haptik secured early enterprise clients and laid the groundwork for global adoption of its platform. Complementing these efforts, the company developed analytics tools within its enterprise toolkit, providing businesses with actionable insights into conversation patterns, user behavior, and performance metrics to optimize efficacy. By 2019, Haptik's workforce had expanded to over 100 employees, facilitating the establishment of additional offices in and the to bolster R&D and support rapid product iteration.

Post-Acquisition Expansion (2019–2025)

Following its acquisition by in 2019, Haptik integrated deeply into the Jio ecosystem, leveraging the telecom giant's vast user base to deploy conversational solutions for across , and digital services. This integration enabled Haptik to power chatbots for Jio's , , and Jio Fiber customers, enhancing real-time support and partner interactions while scaling AI-driven engagements nationwide. Key milestones marked Haptik's post-acquisition growth, beginning with the 2020 launch of Interakt, an -enabled designed for small and medium businesses to manage customer interactions on with rapid deployment capabilities. In 2021, Haptik introduced its self-serve Enterprise CX , allowing brands to build and launch intelligent assistants in under seven days using low-code tools, which accelerated adoption among enterprises seeking efficient conversational solutions. By 2024, Haptik had processed over 15 billion -powered conversations, solidifying its leadership in India's conversational market and demonstrating the of Jio-backed expansion. From 2024 to 2025, Haptik pursued international growth through partnerships in the , establishing operations in the UAE and to deliver generative solutions for , including collaborations with entities like du and Jumbo Electronics for agentic in . The company released influential reports, such as the "Generative Trends 2025" outlining advancements in agents, specialized models, and ethical compliance, alongside "The State of Marketing 2024," which highlighted trends like and generative 's role in . In September 2025, Haptik launched 'AI for All' through Interakt, offering enterprise-grade agents for small and medium businesses starting at ₹10,000 to automate customer interactions on . Haptik's employee base expanded to over 200 by mid-2025, supporting these initiatives while emphasizing ethical governance through frameworks addressing hallucination, security, and regulatory adherence like the EU Act.

Products and Services

Core Conversational AI Platform

Haptik's core conversational platform centers on the Intelligent (IVA), a no-code and low-code solution designed to empower businesses in creating and deploying advanced chatbots with minimal technical expertise. Through its Conversation Studio interface, users can leverage drag-and-drop tools, pre-built templates, and visual builders to construct bots that integrate seamlessly into customer touchpoints, facilitating scalable without requiring custom coding. This approach democratizes development, allowing non-technical teams such as product managers and professionals to iterate rapidly on conversational experiences. The platform's foundational architecture relies on (NLP) and (ML) to deliver essential functionalities: intent recognition, which classifies user queries to discern underlying goals; entity extraction, which identifies and captures key elements like product names, dates, or locations from inputs; and dialogue management, which maintains conversation context across multiple turns to enable coherent, adaptive responses. These components work in tandem to process free-form text or speech, handling variations in language, slang, and ambiguities while learning from interactions to improve accuracy over time. Haptik's advanced NLU models support multilingual capabilities and intent discovery from existing sources, ensuring robust performance in diverse scenarios. Primary use cases for the IVA include automating by resolving routine inquiries around the clock, thereby deflecting up to 80% of queries from human agents; , where bots engage users proactively to qualify prospects and capture details for sales follow-up; and transactions, such as guiding product searches, providing personalized recommendations, and processing orders to boost conversions in retail and beyond. These applications span industries like banking, , and consumer goods, where the platform enhances efficiency by integrating with systems and backend to deliver contextual, action-oriented interactions. In terms of scale, Haptik's IVA powers deployments for over 500 enterprises worldwide, supporting billions of interactions and achieving rates of up to 80% for repetitive queries, which significantly lowers support costs and elevates metrics. This enterprise-grade infrastructure ensures and compliance with data privacy standards, making it a reliable backbone for conversational strategies.

Specialized Offerings and Recent Launches

Haptik launched its "AI for All" initiative in September 2025, introducing affordable agents tailored for small and medium-sized businesses (SMBs) at a starting price of ₹10,000 per month. These agents integrate seamlessly with and voice channels, offering multilingual support across multiple languages to handle customer queries, automate interactions, and provide scalable support solutions. Complementing this, the Interakt platform serves as a full-stack solution focused on , enabling businesses to execute personalized campaigns, broadcast notifications to millions of customers, and streamline engagement for higher retention. Haptik's generative tools further enhance , with features like the Generative AI Sales Assistant delivering dynamic, query-based recommendations and the Agent Assist tool suggesting contextual responses to human agents for more tailored . In 2023, Haptik introduced Contakt, a generative -powered (CX) platform that facilitates rapid deployments of conversational solutions, often in under seven days through its self-serve capabilities, allowing brands to customize virtual assistants for complex interactions. These specialized offerings have driven measurable impacts, particularly in and sectors, where implementations have boosted lead-to-sale conversions by 20-25% through instant, personalized engagements, while case studies show up to 30% reductions in sales cycles for targeted applications.

Technology and Platform

Key Technical Features

Haptik's conversational AI platform leverages generative AI models, including large language models (LLMs) such as , , and Claude, to generate human-like responses that adapt to user queries in . These models are integrated with custom (NLP) techniques and retrieval-augmented generation () systems, which incorporate enterprise-specific data from sources like PDFs, DOCX files, PPTX presentations, CSVs, and websites to ensure context retention across multi-turn conversations. This combination enables the platform to maintain conversational continuity, reduce hallucinations, and deliver accurate, personalized interactions without relying solely on pre-trained generic responses. The engine provides real-time conversation insights through unified, customizable dashboards that track key performance indicators (KPIs) such as first-time resolution rates, Net Promoter Scores (NPS), and query resolution efficiency. It incorporates to evaluate customer emotions throughout interactions, generating AI-powered summaries that highlight trends and areas for improvement. Additionally, the engine automates performance monitoring and ensures compliance with standard operating procedures (SOPs), allowing enterprises to optimize agent efficacy and staffing based on behavioral data and conversation funnels. Security protocols in Haptik's platform emphasize enterprise-grade encryption for protection, alongside rigorous compliance with international standards including GDPR, ISO 27001, CCPA, CPRA, HIPAA, CyberGRX, and FIPS 140-2. These measures have been independently audited by LLP to verify adherence and mitigate risks such as data breaches or unauthorized . The platform's cloud-based infrastructure supports by processing over 15 billion AI-powered conversations cumulatively as of late 2024, while optimizing costs through advanced caching and high-availability architecture.

Supported Channels and Capabilities

Haptik's platform supports compatibility with over 20 channels, enabling seamless deployment of conversational AI agents across diverse communication mediums. Key channels include popular messaging platforms such as , , and , as well as voice assistants, web chat interfaces, LINE, Telegram, Google Business Messages, and Sunshine Conversations. This multi-channel architecture allows businesses to engage customers on their preferred platforms without requiring separate bot builds for each. The platform provides extensive language support, covering over 135 languages globally as of late 2024, including numerous Indian languages and regional dialects such as , , , , and to facilitate vernacular processing. This multilingual capability ensures effective communication in diverse linguistic contexts, particularly in markets like . Haptik's core capabilities include orchestration, which unifies customer interactions across channels for a consistent experience, along with seamless handover mechanisms to human agents for complex queries. The platform also features robust integrations with systems like , , and , enabling data synchronization, entity management, and automated workflows. In terms of performance, Haptik maintains 99.9% uptime through enterprise-grade and 24/7 , supporting high-volume operations that have processed over 15 billion AI-powered conversations cumulatively as of late 2024 while minimizing disruptions.

Business Operations

Partnerships and Collaborations

Haptik's early partnerships focused on integrating its conversational with emerging messaging platforms to expand bot deployment capabilities. In 2016, Haptik collaborated with to develop Messenger bots, enabling brands to create interactive experiences within the platform, such as the chatbot for customer engagement. Similarly, Haptik integrated with and later Google Business Messages in 2020, allowing virtual assistants to appear directly in search results and support through AI-driven conversations. These alliances provided Haptik with access to vast user bases and advanced tools, accelerating the adoption of its technology in consumer-facing applications. Following its 2019 acquisition by , Haptik deepened strategic ties for cloud infrastructure and regional expansion. In 2022, Haptik partnered with to enhance its conversational models using Azure's and cognitive services, improving accuracy for domain-specific short sentences in vernacular languages. This collaboration extended in 2024 with the launch of Haptik's Gen-powered Contakt suite on the Azure Marketplace, facilitating seamless deployment of solutions for enterprises. In August 2025, Haptik formed a with Jumbo Enterprise to deliver Agentic solutions across the region, targeting sectors like and by combining Haptik's expertise with Jumbo's regional IT distribution network. Internally, Haptik leveraged synergies with Reliance Jio subsidiaries, notably joint projects with to build e-commerce bots on . This included the development of JioMart's end-to-end shopping , which streamlined order processing and customer interactions. These efforts resulted in co-developed enhancements to the , such as advanced automation for multilingual commerce and proactive messaging, enabling scalable agents for sales and support. Overall, these partnerships have bolstered Haptik's technological and market reach, driving innovations in agentic and generative applications.

Customer Base and Case Studies

Haptik serves a diverse customer base spanning multiple sectors, including telecommunications with , e-commerce platforms such as and , financial services like and , and government entities including the . The platform supports over 500 brands globally, processing more than 10 million transactions across various channels. In the telecommunications sector, Haptik collaborated with Digital Life to deploy a that handles customer queries for , , and Fiber services, processing over 34 million conversations and sending more than 25 million proactive messages daily for top-ups, reminders, and offers, which reduced call center volumes and improved response times. For , Haptik powered JioMart's end-to-end WhatsApp commerce , enabling the platform to drive 1,500 daily orders through seamless shopping experiences from discovery to fulfillment. Similarly, utilized Haptik's solutions to enhance pre- and post-purchase support, streamlining customer interactions for furniture shopping. In banking and insurance, partnered with Haptik for chat-based smart ads on the Haptik App, achieving 44,880 engagements with an 85% positive feedback rate and over 22,000 successful conversions in . A notable government implementation involved the , where Haptik developed the MyGov Corona Helpdesk WhatsApp in five days to combat misinformation, answering over 1.09 billion queries from over 84 million users in English and with accurate health information and myth-busting features. In , Haptik launched the 'AI for All' initiative through its Interakt , targeting small and medium-sized businesses (SMBs) in with affordable agents starting at ₹10,000 for up to 2,000 conversations monthly, aiming to onboard 300,000 to 500,000 SMBs over the next two years to automate support, sales, and operations on .

Funding and Financials

Investment Rounds

Haptik secured its initial funding through a seed round of $1 million in September 2014, led by Kalaari Capital. This investment supported the development of its early mobile messaging app, enabling scaling of engineering resources and initial product features. The company followed this with a Series A round of $11.2 million in April 2016, funded by Times Internet, which acquired a majority stake. These proceeds facilitated a strategic pivot toward enterprise solutions, with allocations for research and development in natural language processing, team expansion, and marketing efforts to broaden adoption. Across these two pre-acquisition rounds, Haptik raised a total of $12.2 million, providing the capital foundation for its transition from consumer-focused services to a scalable conversational platform. This early funding accelerated and market positioning, contributing to subsequent growth in enterprise deployments.

Valuation and Acquisition Economics

In April 2019, acquired an 87% majority stake in Haptik through a cash transaction valued at approximately $100 million (₹700 ). The deal structure involved an upfront payment of $33 million (₹230 ) to acquire the stake from existing investors, enabling a complete for , Haptik's primary backer since 2016, while Kalaari Capital had already fully exited its position in a prior funding round. The remaining $67 million (₹470 ) was designated as primary capital investment to support Haptik's expansion and operations post-acquisition. Prior to the deal, Haptik had secured about $12.2 million in total across two rounds, making the acquisition a significant multiple on invested capital for the exiting stakeholders. The economic rationale centered on Haptik's demonstrated revenue trajectory—reaching ₹4.58 (approximately $0.65 million) in FY18, a 189% year-over-year increase—and the broader potential in the burgeoning conversational sector, which was forecasted to expand rapidly amid rising adoption of chatbots and virtual assistants. Following the acquisition, Haptik integrated into ' ecosystem, benefiting from the parent company's substantial $65 billion valuation and resources to scale AI-driven solutions across , , and consumer . This positioned Haptik within a high-growth digital conglomerate, enhancing its access to vast user bases and infrastructure for accelerated . As Haptik Technologies Limited, the company reported of ₹156.14 and of ₹11.24 for the ending , , followed by of ₹231.06 and of ₹16.58 for the ending , .

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