Haptik AI Agents and Contakt CX Suite

Jio Haptik Technologies Limited builds conversational AI for enterprise customer experience. Haptik has run AI-powered conversations since 2013, and Reliance Jio bought a majority stake in 2019, making it part of Reliance Jio Platforms. It serves over 500 enterprises across Asia Pacific, EMEA and North America and has processed more than 15 billion two-way AI conversations.

The platform offers prebuilt AI agents for customer service, sales, booking and lead qualification, plus Agent Studio for building custom agents. Agents run on WhatsApp, voice, RCS, Instagram, Messenger and web, choose among GPT, Llama and Claude models, are grounded in enterprise documents through RAG and can execute multi-step actions across backend systems. Contakt, an LLM-first suite, adds live chat, an agent inbox with AI co-pilot, and an Insights Agent that audits all interactions. Customers include Sephora, Zepto, Swiggy, Paytm, PVR INOX, Kotak Life, P&G and Edamama.

• Prebuilt AI agents: customer service, sales, booking and lead qualification agents ready to configure.
• Agent Studio: builder for custom agents grounded in PDFs, documents and websites through RAG.
• Omnichannel reach: WhatsApp, voice, RCS, Instagram Direct, Messenger and web in one conversation layer.
• Voice AI agent: inbound and outbound calls with intent detection, routing and booking.
• Contakt suite: live chat and agent inbox with an AI co-pilot and human handoff.
• Insights Agent: audits all customer interactions and surfaces actionable insights.

Vietnamese retailers and cinema chains can run booking and product recommendation agents on messaging channels. Car dealers can use voice agents to call new leads within seconds and book test drives and service appointments. Insurers and lenders can audit all contact center interactions with the Insights Agent, subject to Vietnamese language quality.

Enterprises automate service, sales and booking conversations across messaging and voice in more than 100 languages from one platform. In its automotive voice offering, Haptik reports 3.5x higher conversion than manual callbacks and 60% lower cost per AI-handled interaction, with outbound calls to new leads within 30 seconds. The Insights Agent lets contact centers audit 100% of interactions, and standard deployments take about 4 to 6 weeks.

Customer service in Asia is shifting to messaging apps and voice agents that complete transactions, not just answer FAQs. Brands want one agent layer across channels with human takeover and full quality auditing. Southeast Asian retailers and financial firms, already heavy users of chat commerce, are adopting similar agent platforms.

Haptik has operated since 2013; Reliance Jio acquired a majority stake in 2019 and the company is a subsidiary of Reliance Jio Platforms. It is a strategic partner of OpenAI and Microsoft, partnered with du in the UAE in 2024 and with MDI Novare in the Philippines. The platform is audited by BDO India and lists ISO, GDPR, CCPA and HIPAA compliance.