Jio Haptik claims to have processed over 25 billion AI-powered conversations across more than 10 digital channels and 135+ languages over the last decade, serving over 100,000+ SMBs & 500 enterprises globally. Ahshad Jussawala, CEO, Jio Haptik claims in an exclusive conversation with Rajneesh De, Group Editor, APAC Media & CXO Media to have democratized AI so that businesses of every size- from India’s largest enterprises to individual entrepreneurs can harness intelligent automation to grow more efficiently and serve customers better.
Jio Haptik has been a pioneer in conversational AI for over a decade. Could you tell us about the company’s journey, key milestones, and how the AI landscape has evolved during this time?
Jio Haptik’s journey closely reflects how AI has evolved for businesses over the last decade. When we started in 2013, the industry was largely focused on simple chatbots that could answer predefined questions. From the beginning, our belief was that AI should do more than answer questions; it should help businesses solve real problems and create meaningful customer experiences.
Over the last decade, we have evolved from building chatbots to developing enterprise-grade AI agents that support marketing, sales, commerce, and customer service across chat and voice. During this period, we have processed over 25 billion AI-powered conversations across more than 10 digital channels and 135+ languages, serving over 100,000+ SMBs & 500 enterprises globally.
The AI landscape has also changed dramatically. What began as basic automation has evolved into intelligent, autonomous AI agents capable of understanding context, taking actions, and delivering measurable business outcomes. While large language models have accelerated AI adoption, real enterprise value comes from combining these models with governance, security, deep integrations, and reliability. That is where we have consistently focused our innovation.
What is Jio Haptik’s product vision, and what sets your AI solutions apart in an increasingly competitive market?
Our vision is simple: to make intelligent AI accessible to every business, regardless of its size. We believe the same AI capabilities that have traditionally been available only to large enterprises should now empower SMBs and solopreneurs as well. Our goal is to enable every business to deploy intelligent AI agents that can engage customers naturally, automate complex workflows, and deliver measurable business value.
What differentiates Jio Haptik is that we are not building AI for demonstrations- we are building AI for production at enterprise scale. Businesses today need AI that is accurate, reliable, secure, and capable of integrating with their existing technology ecosystem.
At the same time, we believe AI should empower people, not take control away from them. Whether it’s enterprise deployments with human-in-the-loop governance or AI experiences designed for small businesses, our philosophy is that customers should always remain in control of business-critical decisions. That is how we build AI that businesses can trust and confidently deploy at scale.
Another key differentiator is the breadth of our platform. We support customer engagement across WhatsApp, RCS, chat, voice, offer multilingual experiences, and no-code automation, enabling businesses to deploy AI across the entire customer lifecycle through a single platform. Ultimately, our focus has always been on delivering tangible business outcomes, whether that is automating customer conversations, improving resolution times, increasing conversions, or enhancing overall customer experience.
How is Jio Haptik addressing the needs of both enterprises and SMBs through its AI portfolio, including the recently launched SOLO?
AI adoption looks very different for a large enterprise compared to a growing small business, which is why our portfolio has evolved to serve organizations across the spectrum.
For large enterprises, we provide an enterprise-grade Agentic AI Platform that enables organizations to automate customer engagement across marketing, sales, commerce, and support. For SMBs, accessibility and simplicity become equally important. Through Interakt, our WhatsApp-first customer engagement platform, we have enabled thousands of businesses to leverage conversational commerce without requiring extensive technical expertise. We are also extending these capabilities to voice, helping small businesses leverage AI-powered customer engagement across both chat and voice through solutions like MyCall Genie, an AI-powered call receptionist that ensures every customer enquiry is captured and every missed call becomes a potential business opportunity.
Our recently launched SOLO takes this vision a step further. Millions of solopreneurs and micro-businesses do not have dedicated marketing, sales, or customer support teams- they often manage everything themselves. SOLO acts as an AI Business Team that helps them create and publish social media content, run ads, engage customers, follow up on leads, manage marketing campaigns, and provide customer support from a single application.
Our broader vision is to democratize AI so that businesses of every size- from India’s largest enterprises to individual entrepreneurs can harness intelligent automation to grow more efficiently and serve customers better.
What are the key pillars of Jio Haptik’s go-to-market strategy and the partner ecosystem that it has built?
Our go-to-market strategy is built around three key pillars.
The first is solving industry-specific business problems rather than offering generic AI technology. We work closely with enterprises across sectors such as telecom, BFSI, retail, e-commerce, healthcare, travel, and the public sector to develop AI solutions tailored to their customer journeys and operational requirements.
Second, we invest in a strong technology and partner ecosystem. AI delivers the greatest value when it integrates seamlessly into the platforms where businesses already operate and where customers already engage. Partnerships with companies like Meta and Google, along with deep integrations across enterprise systems and business applications, help organizations adopt AI faster and at scale.
The third pillar is customer success. We do not measure success by deployments; we measure it by business outcomes. That is why we take an outcome-driven approach to solutioning, partnering closely with customers through dedicated customer success teams and forward deployed engineers who help design, deploy, and continuously optimize AI solutions to deliver measurable impact.
This combination of domain expertise, a strong partner ecosystem, and an outcome-driven customer engagement model have enabled us to build lasting relationships with over 100,000+ SMBs and 500 enterprises globally.
How do you see AI, particularly autonomous AI agents, transforming customer engagement, and how is Jio Haptik driving this shift?
Autonomous AI agents represent the next evolution of customer engagement. Unlike traditional chatbots that primarily respond to queries, AI agents can understand intent, reason across multiple inputs, take actions, and complete tasks autonomously to achieve business outcomes.
This shifts customer engagement from reactive conversations to intelligent execution. Instead of simply answering questions, AI agents can qualify leads, follow up with customers, resolve issues, execute workflows, and deliver highly personalized experiences at scale. As a result, businesses can become more responsive, more efficient, and available to customers around the clock.
At Jio Haptik, we are helping businesses make this transition by building AI that works seamlessly across customer journeys and business workflows. Our focus is not just on making conversations smarter, but on helping businesses get meaningful work done through AI.
Looking ahead, we believe the future of customer engagement belongs to brands that can listen, think, and act instantly and intelligently. Autonomous AI agents will enable this shift, helping businesses deliver experiences that are not only faster and more efficient, but also more contextual, proactive, and human. That is the future We are building towards.
