Haptik to Provide Multilingual AI Chatbot to RedDoorz Hotel Booking Platform

More than almost any other industry, the hospitality industry has a need to not only be highly digital, but also exceptionally multilingual. Hotels are in the process of improving the guest experience using artificial intelligence, often in the form of chatbots. But the question is, does your chatbot speak the same language as your customers? 

In a recent blog post, Jio Haptik Technologies Limited’s Nitesh Thakur cited an example of the limitations of monolingual chatbots.

“If your business is in the U.S. and you are planning to open a market in Asia, your website might have a chatbot that communicates in English, but not everyone in Asia speaks English,” wrote Thakur. “While it is helpful for U.S. customers, the chatbot’s inability to communicate in other languages will hinder companies' growth in Asia. All this results in the multiplication of efforts, time, and costs.”

Haptik, which specializes in multilingual conversational chatbots, announced last week that RedDoorz, Southeast Asia's largest hotel management and booking platform, has chosen Haptik to enhance its customer experience. RedDoorz aims to provide personalized customer support to its Southeast Asian customers by launching Haptik's multilingual AI Chatbot across its website, mobile apps, and the latest messaging channels such as WhatsApp and Facebook (News - Alert) Messenger.

With Haptik, RedDoorz plans to improve customer query resolution by increasing first-contact resolution and reducing average customer handling time for support queries in English, Bahasa Indonesia, and Tagalog.

“We have been looking for an AI chatbot vendor to provide faster response to our customers and keep up with our rapidly expanding business,” said Shanketh Ragunath, Product Manager for CX at RedDoorz, in a statement. “We evaluated various vendors from around the world for their capabilities and affordability. Haptik has demonstrated good natural-language understanding and swift responses across our languages of interest. Their pricing is affordable and transparent, and their team is very amiable. We are hoping to build a successful partnership with Haptik.”

Edited by Luke Bellos