Haptik - AI Chatbot for JioMart With WhatsApp and Order System Integration

System Overview

What it is: JioMart, one of India’s largest e-commerce platforms, deployed an AI-powered chatbot built by Haptik. Integrated with WhatsApp and JioMart’s internal order systems, the chatbot provides customers with instant support for product inquiries, order tracking and returns.

Core capabilities

• Conversational shopping via WhatsApp
• Real-time product and order status checks
• Automated handling of common customer queries
• Returns and exchange initiation through chat
• Integration with internal order management systems
• Escalation to human support agents when needed
• Analytics dashboard for query trends and customer behavior

Business problems solved

• Reduce first-response time for customer support
• Automate repetitive queries and reduce agent workload
• Improve customer satisfaction with 24/7 availability
• Enable shopping and order management through familiar apps like WhatsApp
• Scale customer service without increasing headcount

If your team is facing similar support bottlenecks, this type of AI solution could be adapted to your exact workflow.

Industries served: E-commerce, retail, online marketplaces, consumer services.

Actor Identification

Primary actor: Customer shopping or managing orders via WhatsApp chatbot.

Secondary actors: Haptik AI chatbot, JioMart order system, WhatsApp messaging platform, customer support agents.

Actor Goals

• Customer: Get quick answers to order-related queries and resolve issues without calling support.
• E-commerce Ops Team: Automate common support tasks, reduce ticket volume and ensure fast resolution.
• Chatbot Assistant: Accurately interpret customer questions, resolve them automatically or escalate when necessary.
• Order System: Provide real-time data on inventory, order status and returns.

Notice how the goals of all actors align - AI is not just reducing cost, but also improving customer trust. This alignment is something you can design into your own customer experience.

Context and Preconditions

• Haptik chatbot deployed and connected to WhatsApp Business API
• Integration established with JioMart’s internal order management system
• Knowledge base of FAQs trained into the chatbot
• Escalation paths to human agents configured
• Analytics enabled for performance tracking

Basic Flow (Successful Scenario)

• Customer opens WhatsApp and messages: “Where is my order?”
• Haptik chatbot verifies the order ID and checks JioMart’s backend system.
• Chatbot responds instantly with real-time delivery status.
• Customer asks: “I want to return my last purchase.”
• Chatbot initiates return request, validates eligibility, and provides next steps.
• If customer asks a complex query, chatbot routes the conversation to a live agent with context.
• Query details and resolution are logged for analytics.

Outcome: JioMart reduced first-response time by 60% and achieved 40% automation of customer queries, improving both efficiency and engagement.

Alternate Flows

A1: Invalid order ID: If the order ID doesn’t match, chatbot prompts the customer to re-enter details.

A2: Out-of-scope query: For queries outside the chatbot’s knowledge base, it escalates to an agent.

A3: WhatsApp delivery failure: If a message fails to send, chatbot retries and notifies the customer.

A4: Backend downtime: If order system is unavailable, chatbot apologizes and creates a follow-up ticket for resolution.

Want to see how a tailored AI chatbot could transform your own customer support? Let’s schedule a quick session and explore how we can build a solution for you.