Smart Agent Chat
An omnichannel live agent workspace with built-in AI co-pilot that augments human agents with real-time intelligence.
Smart Agent Chat is Haptik's unified agent workspace that combines live chat management with AI co-pilot capabilities to help human agents handle customer interactions more efficiently. The platform provides a single interface across multiple communication channels with real-time chat summaries, sentiment analysis, and AI-generated response suggestions for consistent, high-quality customer interactions. It includes administrative controls for role and permission management, PII masking for data protection, automated SLA monitoring with alerts, and comprehensive analytics covering chat statistics, missed chats, agent concurrency, and SLA performance. The system connects to major CRM and support platforms via webhooks for real-time data synchronization.
Use cases
Providing human agents with AI-suggested responses and chat summaries to reduce average handling time
Managing omnichannel customer conversations through a unified agent workspace
Monitoring SLA compliance and agent performance in real time with automated alerts
Integrations
Salesforce
ZendeskZoho (via webhooks)
Expected outcomes
Reduced average handling time per agent through AI-powered response suggestions
Improved customer satisfaction through consistent, sentiment-aware interactions
Enhanced operational visibility through real-time SLA and performance analytics
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Company
Haptik
Mumbai, India
Founded 2013
Primary Verticals
Retail & E-commerceFinancial Services (BFSI)Healthcare & Life SciencesTelecom & MediaEducation
Functions
Customer Experience
Industries
Retail & E-commerceFinancial Services (BFSI)Healthcare & Life SciencesTelecom & MediaEducation
3
Integrations
3
Use cases
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