Case Study: Hathway improves customer retention and response times with Haptik’s AI chatbot

Hathway enhances First Resolution Time by 60x using Haptik's AI Chatbot

Hathway, part of Reliance Industries and one of India’s leading cable broadband and cable TV providers, saw a surge in customer queries, complaints, and requests across its app, self-care portal, website, and WhatsApp during COVID-19. To improve customer experience, speed up responses, and reduce the burden on its ticketing process, Hathway partnered with Haptik to add AI-powered conversational support.

Haptik implemented DIVA, a chatbot deployed across Hathway’s app, website, self-care portal, and WhatsApp to handle FAQs, create tickets for unresolved issues, support renewals via payment gateway integration, and capture leads for sales and marketing. The solution delivered 2.7M+ conversations handled, a 98.3% improvement in issue identification, and a 60x improvement in first-time resolution, helping Hathway provide faster, more efficient customer service and stronger engagement.

Hathway

Anil Jhamb

Chief Customer Service Officer