Interview with Prateek Gupte, Director of Engineering, Haptik

Haptik's technology platform is used to create dozens of chatbots in a variety of domains such as Cabs, Train and Flight Bookings, Food Delivery, Movies, Home Services, and Reminders. Hear from Prateek about the importance of conversational AI and valuable content in making these chatbots successful.



Please introduce yourself and tell us about your journey so far with Chatbots?


Haptik started its journey about 4 years ago as a personal assistant app for the Indian User. We offered more than 40 different services, integrated with dozens of API integrations. At the time, the majority of the chats were powered by a human staff of over 500 assistants!


We soon realized that scaling the app beyond a certain point was not feasible and we started automating our services with a chatbot. Over the course of 2 years, we have been able to automate over 95% of the entire chat volume and reduce our operational costs by the same margins!


Interestingly, we were our own first customer and were able to transform from being heavily dependant on operations to a company which was majorly driven by technology. The underlying technology platform that we’ve built, is used to create dozens of chatbots in a variety of domains such as Cabs, Train and Flight Bookings, Food Delivery, Movies, Home Services, and Reminders. Fast forward to 2018, where we have taken our entire technology stack and are using it to deploy chatbots for a variety of customers. We are now opening up our platform to other partners as well. As Director of Engineering at Haptik, I am responsible for building and scaling out this chatbot platform.


What fascinates you about Chatbots and what is missing for them to become mainstream?


I think conversational interfaces are a fascinating medium that have taken us back to the way humans have communicated for hundreds of years. The digitisation of this medium would have been impossible without some form of automation. But in spite of all the progress we have made with traditional user interfaces, the internet penetration is still low. However, with the entire chatbot industry growing exponentially from $750 million in 2016 to about $3 billion in 2017, it’s only a matter of time before conversational AI becomes imperative to solve user end problems across various industries.