Case Study: Mumbai Indians boosts fan engagement with Haptik

How Mumbai Indians Changed the Game for Cricket Fans

Mumbai Indians, the most successful team in the Indian Premier League, wanted to improve fan engagement, manage spikes in queries during the IPL season, and give supporters another way to access team information and live match scores. To meet these goals, the franchise partnered with Haptik and used a WhatsApp chatbot to create a more interactive and omnichannel fan experience.

Haptik built a GPT-powered WhatsApp chatbot with custom smart skills to handle live match updates, FAQs, quizzes, games, and information about membership options. The solution helped Mumbai Indians improve response times, boost registrations and sign-ups, and deliver around-the-clock support, reaching 80K total users, 220K total conversations, and 40% repeat fan engagement.

Mumbai Indians