Jio Haptik Introduces Contakt, A Gen-AI Customer Experience Platform
Reliance Jio Infocomm’s artificial intelligence startup Haptik has introduced a generative AI platform specifically designed to help clients develop virtual assistants and back-end information support. Large language models (LLMs) drive the “Contakt” platform. It is a generative AI-powered customer experience suite that has already seen several pilot deployments and will continue to expand in the future. With Contakt, enterprises can now deliver streamlined and efficient support experiences at scale. It enables teams to understand and respond to customer queries in a nuanced and context-aware manner, fostering conversations that are both efficient and tailored to individual needs.
Jio Haptik’s Contakt- a generative AI-powered suite
The platform’s goal is to improve the user experience for every customer throughout their entire lifecycle, making it possible for anyone to use a solution similar to ChatGPT. Contakt is an AI platform that generates material and helps clients create virtual assistants and back-end support. Through chat interfaces, clients will be able to accept text, audio, and image queries, making use of the default capabilities of OpenAI’s Generative Pre-Trained Transformer (GPT)-3.5 and GPT-4 models. Clients will be able to access various LLMs (Large Language Models) nonetheless.
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Generative AI components
The three main components of generative AI are intelligent analytics, agent co-pilot, and generative AI assistant.
Generative AI Assistant
The basis for creating an AI assistant utilizing unstructured data is provided by the generative AI assistant feature. The unstructured data includes PDFs, CSVs, blogs, webpages, and other sources. When combined with web APIs and CRM, the AI Assistant can produce dynamic responses and handle a broad variety of customer inquiries. During the pre-sales phase of the customer journey, it can provide conversational buying advice, assisting customers in making well-informed purchase decisions.
Agent Co-pilot
As support agents interact with customers, they use generative AI to give them summaries, suggested answers, and recommendations in real time. In addition to increasing agent productivity, this also significantly speeds up response times, which benefits customers.
Intelligent Analytics
An analytics engine that offers insightful data on the performance of bots and agents. It is in addition to AI-driven suggestions to boost customer service effectiveness. It enables the creation of personalized reports and dashboards and provides a unified view of all relevant metrics.
Performance tracking
According to the company, the analytics engine in the Contakt suite makes it easier to track the performance of bots and agents. It optimizes for better customer outcomes with the help of AI-powered recommendations. Aakrit Vaish, the chief executive of Haptik, stated that the introduction of a separate vertical for this generative AI platform was prompted by the market demand for better chatbot offerings. The initiative was taken even though Haptik was already experimenting with generative AI and the demand for “smarter” conversation platforms.
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Contakt’s features are truly meant for Enterprise Scale.
Contakt is supported by a state-of-the-art natural language processing (NLP) engine, a robust integration ecosystem, and special scaling and security capabilities.
Scalability
Contakt’s user-friendly interface makes it easy to manage large customer volumes. For improved customer experiences, omnichannel support can be optimized across 10+ channels, communication in more than 100+ languages, and seamless integration with 100+ platforms. These include social media, agent systems, payment gateways, and software that is compatible with APIs.
Security
Contakt guarantees the utmost in data protection and conforms to international security guidelines. These include ISO, HIPAA, GDPR, CCPA, and SOC 2 standards. Sensitive customer data is protected and kept private thanks to this dedication to security.
NLP Engine
Contakt’s Gen AI-powered NLP engine, integrated with OpenAI, is capable of comprehending and interpreting the nuances of human language. In addition, it recognizes intent, manages ambiguity, has tailored conversations, and preserves context to promote more organic, human-like interactions.
Haptik’s statement comes after Yellow.ai, a chatbot platform’s announcement on November 20, 2023. It stated that it was launching a chatbot platform powered by generative AI in association with Amazon Web Services.
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