Case Study: HealthKart Achieves 80% Query Automation with Haptik's Chatbot

HealthKart Delivers Fitness On-demand Using Conversational AI

HealthKart, a leading Indian omnichannel health brand with more than 100 stores, faced a sharp surge in customer queries during the COVID-19 pandemic. It needed a self-serve, asynchronous support experience and a way to offer tailored nutrition, fitness, and immunity advice to help customers find the right products and guidance. Haptik’s chatbot and conversational studio were used to support these needs across HealthKart’s website and app.

Haptik built dedicated chat flows for personalized diet and workout plans, proactive product recommendations, and routine customer care tasks like order tracking, payments, refunds, and replacements. The solution was delivered in just five days and drove an 80% automation rate, serving over 106K users and handling more than 128K conversations. With Haptik, HealthKart improved engagement while making health and wellness support more scalable and personalized.

HealthKart

Ashish Gayakwar

Senior Product Manager