Case Study: PVR INOX enhances movie discovery and booking with Haptik’s AI-powered WhatsApp chatbot

How PVR INOX Elevated the Cinema Experience with Industry-First GenAI Conversational Commerce Solution

PVR INOX, India’s largest cinema chain, wanted to enhance movie discovery and booking with an always-on, personalized assistant on WhatsApp. The goal was to support advanced search, ticket booking, add-on meals, FAQs, accessibility needs, and multilingual conversations for its audience at scale. Vendor Haptik provided the GenAI-powered WhatsApp solution using its Movie Jockey (MJ) conversational commerce chatbot.

Haptik implemented Movie Jockey to enable AI-driven movie recommendations, ticket booking, auto-seat selection, format choices, rich movie details, and support for F&B, gift card balance, and accessibility-related queries. The solution delivered 35k unique users, 67% end-to-end automation, and more than 500 movie tickets and F&B bookings, while also supporting six languages and paving the way for future use cases like voucher redemption and e-ticket cancellation.

PVR INOX

Sanjeev Kumar Bijli

Executive Director