Case Study: Dream11 scales customer support 30x with Haptik's chatbot

Dream11 scales customer support 30x with Haptik

Dream11, India's largest fantasy sports platform with over 40 million users, faced a massive 10x surge in customer support queries during the 2018 IPL season. Their challenge was to scale support infrastructure to handle this spike while minimizing costs, providing 24/7 resolution for basic queries, and finding a cost-effective alternative to manage the volume. They partnered with vendor Haptik to address these needs.

Haptik built and implemented a chatbot for Dream11's website and mobile apps. This solution automated responses to common FAQs and account troubleshooting, seamlessly routing only complex queries to human agents. The results were significant: the chatbot handled a 30x increase in query volume, autonomously resolved 13 million queries with 93% automation, and served 9 million unique visitors, providing round-the-clock support and enhancing customer satisfaction.

Dream11