Haptik

Custom Chatbots For Every Business

Supporting Haptik with dedicated delivery pods for customised chatbot implementations

20+

Haptik Customers Served

10+

Industry Verticals Covered

5+

Delivery Pods Running Simultaneously

Overview

Haptik’s chatbot platform allows enterprises—small, medium, or large—to create custom chatbots. However, building a chatbot often involves more than a simple drag-and-drop interface; it requires tailored integration with each client’s line of business (LOB). For instance, a lead generation chatbot must send information to the client’s CRM, while a customer support bot has to connect to the client’s API to access user data for accurate responses. Thus, each Haptik chatbot needs specific technical adjustments to suit the client’s goals, as well as integration with systems like third-party SaaS applications, CRMs, ticketing systems, or custom LOB applications.

The Challenges

Haptik serves clients across various industries—banking, finance, insurance, FMCG, and more—each with unique technical practices, InfoSec standards, and communication protocols. This diversity posed the following challenges for Haptik’s team in delivering a smooth B2B chatbot experience:

Bandwidth Constraints

Haptik’s engineering team fell short of the bandwidth to manage complex integrations and customisations for each client project.

Communication Gaps

Different operational approaches between Haptik’s product team and clients’ project teams meant slow communication, delays, and potential client dissatisfaction.

The Solution

CAW deployed specialised delivery pods comprising of:

  • Analyst/Designer

    Skilled in asking the right questions, the analyst/designer understands the unique requirements of each client. The complex needs are broken into fundamental units and designed into a workflow that the client can review, give feedback, and sign off on.

  • Engineering Team

    Following the analyst/designer’s workflow, the engineering team implements and integrates each chatbot with necessary APIs, and brings it to production. The team is well-versed in the Haptik platform and undergoes continuous training to stay up-to-date with its latest features.

  • Project Manager

    Experienced in working with stakeholders, the project manager tracks and reports progress, ensuring alignment between Haptik and the client. If delays arise, they coordinate with all parties to keep the project moving.

The Outcome

Faster Adaptations With Minimal Disruptions

Here’s how CAW’s delivery pods support Haptik’s product team:

Faster Client Adaptations

When a client needs a feature outside Haptik’s standard offerings, CAW collaborates with Haptik’s product team to either develop the feature or design a workaround.

Deployment With Minimal Disruptions

CAW collaborates with Haptik as efficiently as possible to ensure minimal disruption to the platform’s release plan, allowing for a smooth onboarding process for new customers.