Case Study: Pine Labs streamlines merchant support with Haptik's conversational AI

Pine Labs automates 87% of merchant support with Haptik

Pine Labs, a major Indian payment solutions provider, faced a significant challenge in supporting its vast network of merchants. During device failures or routine issues, merchants inundated Pine Labs' support infrastructure, leading to resolution delays and operational inefficiencies. To address this, Pine Labs partnered with vendor Haptik to implement a conversational AI solution for streamlined self-serve support.

Haptik implemented a chatbot on web, WhatsApp, and app platforms to guide merchants through DIY troubleshooting steps for device setup, connectivity, and payment errors. This solution achieved an 87% end-to-end automation rate, significantly slashed call center volumes, and made support instantly accessible 24/7. The self-serve model reduced the load on human agents and helped Pine Labs maintain a high standard of service.

Pine Labs